Terry Settles
Alpharetta
Summary
Dynamic Service Desk Analyst at Well Star Health Systems with a proven track record in troubleshooting and technical support. Expert in network administration and client communications, enhancing user experience and operational efficiency. Successfully managed high-volume support requests, ensuring seamless service delivery and fostering strong relationships with users and stakeholders.
Overview
22
22
years of professional experience
Work History
Service Desk Analyst
Well Star Health Systems
Marrietta
03.2015 - 09.2018
- Provided technical support for over 7,000 users in a 24/7 service desk environment.
- Managed 30-40 daily inbound calls, resolving login and operational issues to ensure user access.
- Delivered first-level troubleshooting for IT issues across PCs, printers, and network connectivity, improving user satisfaction.
- Assisted users with troubleshooting VDI access and remote connectivity problems.
- Conducted password resets and user creation for Epic accounts.
- Supported Kronos payroll system issues, ensuring smooth operations for users.
- Collaborated with Epic application owners to document and resolve application-related issues.
- Facilitated Epic software upgrade, enhancing system functionality and user experience for improved operational efficiency.
Command Post Supervisor/ CSC
Command Post Supervisor
Atlanta
08.2008 - 05.2016
- Administered the activities of up to 900 personnel, and employed a proactive management style ensuring operational proficiency.
- Coordinated changes with Event Coordinator and distributed updates to 74 managers.
- Managed logistics for complex events to enhance attendee experience.
- Managed and monitored to ensure project objectives are met.
- Oversaw the setup of ingress and egress lanes to ensure smooth traffic flow.
- Developed Command log book to streamline procedural workflows.
- Informed managers and employees on processes, procedures, and implementation issues.
- Acted as standby manager responsible for change orders, time evaluation of deployments.
- Facilitated collaboration between departments by serving as the primary point of contact.
Project Management Intern
S.L. King Technology
Atlanta
08.2012 - 12.2012
- Directed team to develop project scope and schedule, assigning weekly tasks to ensure timely progress.
- Perform cost analysis for project needs and manage budget constraints during project life cycle.
- Conduct discovery sessions to evaluate client needs & ensure timely project delivery.
- Facilitate status meetings with internal departments to review goals and manage progress.
- Created weekly status reports for senior management to track project progress.
- Coordinated and scheduled training programs to enhance team skills and support project objectives.
- Researched and analyzed methodologies to improve productivity and optimize employee time management.
Owner
Premier Technology
Memphis
02.2005 - 06.2008
- Established operational protocols to enhance service delivery and efficiency.
- Oversaw staff training programs to improve technical and customer service skills.
- Managed vendor relationships to ensure quality supply chain processes.
- Executed diagnostic testing on hardware, software, printers, servers, modems, and internet to pinpoint issues effectively.
- Performed repairs on desktops, laptops, printers, and servers to ensure continuous operational efficiency.
Laptop Repair Technician
Flextronics
Memphis
06.2003 - 02.2005
- Managed replacement and ordering of hardware components for defective computers, printers, servers, and modems to ensure functionality.
- Resolved software, hardware, printing, internet, and networking issues to restore system operations.
- Conducted diagnostic testing on hardware, software, printers, servers, modems, and internet to identify issues.
Laptop Repair Technician
Kodata Solutions
Little Rock
06.2003 - 02.2005
- Resolved software, hardware, printing, internet, and networking issues to ensure optimal system performance.
- Replaced and ordered hardware components for defective computers, printers, servers, and modems to restore functionality.
- Conducted diagnostic testing on hardware, software, printers, servers, modems, and internet to identify issues.
Computer Operator
Stream International
02.1997 - 09.2000
- Troubleshot dealer reports processing to identify and resolve discrepancies.
- Solved - Software/Hardware/Printing/Internet/Networking issues.
- Performed diagnostic testing - Hardware/Software/Printers/Servers/Modems/Internet.
- Tested & troubleshot laptops, desktops, printers, game consoles networks, and Internet issues over the phone.
- Conducted repair services for various devices including desktops and laptops to ensure optimal performance.
- Replaced/ordered hardware components for defective computer/printer/server/modem components.
- Assembled computers and laptops, ensuring all components were properly installed and configured.
- Providing technical support for transferring PC information to 4MM and 8MM tapes.
- Technical support for AS 400 mainframes.
- Managed phone support operations, enhancing communication efficiency for customers during inbound and outbound calls.
- Supported technicians with on-the-floor technical assistance.
- Supervised multiple accounts, ensuring high-quality service delivery for clients such as Time Warner and Federal Express.
PC Support Technician
Flextronics
Memphis
02.1997 - 01.2000
- Tested & troubleshot laptops, desktops, printers, game consoles networks, and Internet issues over the phone.
- Investigated hardware/software issues and communication malfunctions, identifying root causes for faster resolution.
- Troubleshooting, Phone system function education for clients and staff members.
- Managed customer interactions through inbound and outbound calls to resolve issues.
- Provided Computer/Printer training for personnel and staff members.
- Assisted technicians with technical support on the floor.
- Supervisor status on multiple accounts including Dell, Bellsouth, Time Warner, Comcast, Federal Express, Hewlett Packard, Toshiba, Gateway, Minolta, Western Digital, Microsoft (X-Box), Lexmark and Cisco Systems.
Education
Master of Business Administration (M.B.A.) - Project Management
American InterContinental University
Dunwoody, GA01-2015
Bachelor's degree - Information Technology Cyber Security
American InterContinental University
Dunwoody, GA01-2012
Skills
- Help Desk Support
- Troubleshooting
- Technical Support
- Customer Service
- Phone Support
- Desktops
- Laptops
- Printers
- Windows 11
- Windows XP
- Network Administration
- Networking
- Security
- Computer Hardware
- Microsoft Office
- Data Analysis
- SQL
- Microsoft SQL Server
- Ms Project
- Primavera P6
- Business Process
- Implementations
- Project life cycles
- Strategic Planning
- Business Strategy
- Risk Management
- Team Building
- Client communication
- Client relationship
- Training
- Hardware
Accomplishments
- Delta Mu Delta Honor Society Member #512829
Timeline
Service Desk Analyst
Well Star Health Systems
03.2015 - 09.2018
Project Management Intern
S.L. King Technology
08.2012 - 12.2012
Command Post Supervisor/ CSC
Command Post Supervisor
08.2008 - 05.2016
Owner
Premier Technology
02.2005 - 06.2008
Laptop Repair Technician
Flextronics
06.2003 - 02.2005
Laptop Repair Technician
Kodata Solutions
06.2003 - 02.2005
Computer Operator
Stream International
02.1997 - 09.2000
PC Support Technician
Flextronics
02.1997 - 01.2000
Master of Business Administration (M.B.A.) - Project Management
American InterContinental University
Bachelor's degree - Information Technology Cyber Security
American InterContinental University