Terrance Mills Email & Phone Number

Washington, District Of Columbia, United States

Provide initial point of contact for technical support inquiries via phone, email, or ticketing system.Diagnose and resolve basic hardware and software issues for end-users.Log all incidents and service requests accurately in the ticketing system.Escalate complex issues to Tier 2 support or appropriate teams as necessary.Follow standard operating procedures for troubleshooting and issue resolution.Assist users with password resets and account unlock procedures.Provide timely and effective communication to end-users regarding the status of their tickets.Document resolutions and troubleshooting steps for future reference.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Maintain a high level of customer satisfaction through professional and courteous interactions.Adhere to established service level agreements (SLAs) for incident resolution and response times.

Washington Dc-Baltimore Area

Proficiently manage Apple devices using Jamf Pro for deployment, configuration, and administration. Troubleshoot and resolve hardware issues for desktops, laptops, printers, and peripherals. Track IT assets, including inventory management and retirement/disposal of equipment. Conduct training sessions to enhance end-users' proficiency in technology and software. Provide cross-departmental operational support. Developed Standard Operating Procedure documents to reduce prevalent technical issues. Conducted the IC3 Digital Literacy course, achieving a 60% pass rate for participants at level 3. Configured multiple video conferencing software platforms, including Crestron, Zoom, Teams, and others. Collaborated with contractors to advise on optimal practices for preparing program participants to successfully pass CompTIA Training. Managed and provided user training on the Blackboard Learn LMS.

Washington Dc-Baltimore Area

Preparing and resetting Receiving AreaUnloading and sorting general merchandise trailersCompleting live unloading of other types of merchandiseMaintaining cold chain for refrigerated and frozen receiving and stockingPulling pallets of merchandise to the sales floor for overnight processingAssisting in stocking the sales floor as assigned and providing customer service when necessary

Washington Dc-Baltimore Area

Appropriate position warning and detour signs around construction siteSet up barricades and traffic cones along construction sites to cordon off certain areasSound knowledge of state traffic regulationsThe ability to work as part of a team

Washington Dc-Baltimore Area

Preserves safe and clean work environment by keeping shelves, pallet area, and workstations neatCompletes shipments by processing and loading ordersEnforces inventory controls by collecting stock location orders and printing requestsProvides quality service by following organization standards

Washington Dc-Baltimore Area

Knowledge of health and kitchen safety rulesAbility to follow directions and work under pressureClean and sanitize work areas, equipment, utensils, and dishesOverseeing food levels and restocking items on time

Associate Of Science - As, Information Technology

High School Diploma