Terry Fields Email & Phone Number

Clearwater, Fl, Us

Pinellas County, Fl

Pinellas County Sheriff's Office

Dallas/Fort Worth Area

Providing contract services for Teksystems. Recent jobs consisted of PC software, hardware and phone upgrades.

• Provided tier three level support for global IT infrastructure supporting many employees throughout the U.S and overseas. Troubleshoot hardware, software and connectivity issues in a Windows environment.• Achieved the highest levels of productivity handling over 25 escalated tickets per week. • Diagnosed and resolved hardware / software connectivity issues.• Demonstrated ability to satisfy users through analysis and problem resolution. Recognized as the “go-to person” for immediate resolution to technical issues.• Exhibited exceptional skills in professionalism and responsiveness across a wide variety of areas.• Served as liaison for the internal customer, working with vendors on escalated H/W and S/W issues.Technologies: Windows 2000/XP/Vista/7 VPN/ SecureID Hard Drive Encryption Active Directory MS Communicator TCPIP /DNS Windows XP Deployments Network, Port cabling/patching

● Provided tier three level support for Xerox Corporation end users serving as a liaison for the internal customer, working with vendors (Mid-Range Services, IBM, Northrop Grumman, Dell, Symantec, ServRight, Mainframe, NOC) to resolve escalated customer issues. ● Participated in monthly meetings with the customer’s Infrastructure team and vendors to keep abreast of current issues and upcoming changes. Provide status and solutions of any outstanding problems.● Implemented customer operational support standards and procedures relating to environmental change management, performance management, and security. ● Served as an Escalation Focal for the Deskside Escalation Team (DSET) with the sole responsibility of resolving complex issues.● Demonstrated strong customer service skills to Xerox associates to analyze performance problems and recommend solutions to enhance functionality and reliability. ● Participated on project teams in the implementation of new/upgraded system designs as a benefit to our customer. ● Worked directly with the Project Manager for the PC Refresh Project transitioning our customer from XCS to Xerox imaging by giving input and direct feedback of realistic timeframes for project completion to avoid our customer costly licensing issues. ● Ensured workstation's server data integrity by evaluating, implementing, and managing appropriate software/hardware solutions to our customer Xerox Corporation.

Education record

Certificate In Data Communications, Data