TERRENCE MCMILLIAN
Atlanta
Summary
Dynamic IT professional with a proven track record at Connection, excelling in technical support and system analysis. Expert in Active Directory and Microsoft Azure, I enhance user satisfaction through effective problem resolution and empathetic service. Achieved a significant reduction in incident rates, showcasing my commitment to operational excellence and user advocacy.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Help Desk Agent Managed Services Provider
Connection
05.2024 - Current
- Resolve complex issues to enhance team efficiency and user satisfaction significantly.
- Worked to resolve technical issues for global users using and remote diagnostic tools.
- Provided guidance and support on the use of computer systems, applications, or products.
- Performed system updates such as patching, security fixes.
- Analyze and address recurring issues, reducing incident rates measurably.
- Provided technical support to clients via phone and email.
- Used remote login tools to assist clients with technical and product questions.
- Configured user accounts on Active Directory and maintained user profiles.
- Demonstrated strong attention to detail and accuracy when providing information to Security Management.
- Identified, documented, and tracked incident tickets using ServiceNow ticketing system.
- Deployed mobile device management solutions across a variety of platforms.
- Resolved customer queries regarding implementation strategies for using various components of the Microsoft Azure platform.
- Managed Windows server environments, ensuring system stability and security.
- Provided technical support to users on various issues such as network connectivity, hardware and software problems.
Help Desk Support
Insight Global
12.2023 - 05.2024
- Company Overview: Contract
- Provide technical support during software installation or configuration.
- Demonstrate database technical functionality, such as performance, security and reliability.
- Identify problems uncovered by testing or customer feedback, and correct problems or refer problems to appropriate personnel for correction.
- Document software defects, using a bug tracking system, and report defects to software developers.
- Contract
Service Desk Analyst L1 L2
Infinite Computer Solutions
11.2022 - 10.2023
- Resolve 20–30 daily tickets via ServiceNow, enhancing system reliability and user productivity.
- Support Windows 10/11 installations, optimizing user experience and ensuring seamless operations.
- Diagnose and fix network problems, significantly improving connectivity and operational efficiency.
- Engage in user support, improving customer satisfaction through empathetic service.
- Configured user accounts on Active Directory and maintained user profiles.
- Provided technical support to users on various issues such as network connectivity, hardware and software problems.
- Provided application support to customers, troubleshooting and resolving technical issues.
Technical Support Engineer L2
Mphasis Digital Risk
Carrollton
08.2022 - 10.2022
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Resolved network connectivity issues by configuring settings on routers and firewalls.
- Configured user accounts on Active Directory and maintained user profiles.
- Provided technical support for users with complex IT issues.
Help Desk Technician
Hanger, Inc
Alpharetta
06.2021 - 06.2022
- Resolve Tier 1 tickets swiftly, boosting client satisfaction and retention.
- Address Windows issues promptly, enhancing client trust and reliability.
- Maintain client records with Excel, improving data accuracy and reporting.
- Coordinate account setups via Service Now, streamlining onboarding.
- Handle service calls efficiently, reinforcing product reliability.
Quality Data Analyst
Hire Dynamics
Alpharetta
02.2021 - 05.2021
- Company Overview: Contract
- Ensure precise server inventory data, boosting shipping accuracy and reducing errors.
- Utilize Microsoft Axapta for efficient inventory management, enhancing operational efficiency.
- Configure servers with Microsoft Dynamics, maintaining system reliability and customer satisfaction.
- Collaborate with technicians to document server conditions, reducing damage incidents.
- Coordinate with third-party vendors for timely shipping resolutions, improving client relationships.
- Contract
Education
High School Diploma -
JP Tech
Montgomery02.1995
Skills
- Technical Support
- System Analysis
- Database Management
- Network Configuration
- User Advocacy
- Software Deployment
- IT Compliance
- Active Directory
- Microsoft Entra
- Windows Server
- ServiceNow
- Microsoft Azure
- Microsoft 365
- MSP
- Sharepoint
- Windows OS
- Customer Service Skills
- Security Management
- Mac OS
- Group Policy
- Ticketing Systems
- End User Support
- Windows Power Shell
- Linux
- Microsoft Admin 365
- Microsoft Exchange Admin
- Microsoft Intune
- Automation
Accomplishments
- Incident Reduction Success, Reduced incident rates by 40% through proactive solutions.
- Resolution Speed Boost, Increased resolution speed by 35% by optimizing support processes.
- Team Efficiency Improvement, Enhanced team efficiency by 20% through effective mentorship .
- Onboarding Time Reduction, Improved knowledge transfer, cutting onboarding time by 30%.
Languages
English, Native
Certification
- Comp Tia Cybersercurity Analyst CySA +
- IBM Cybersecurity Analyst
- Next Gen Network Security
Timeline
Help Desk Agent Managed Services Provider
Connection
05.2024 - Current
Help Desk Support
Insight Global
12.2023 - 05.2024
Service Desk Analyst L1 L2
Infinite Computer Solutions
11.2022 - 10.2023
Technical Support Engineer L2
Mphasis Digital Risk
08.2022 - 10.2022
Help Desk Technician
Hanger, Inc
06.2021 - 06.2022
Quality Data Analyst
Hire Dynamics
02.2021 - 05.2021
High School Diploma -
JP Tech
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