Terrence Erkerd

Information Technology Service Specialist III at PowerSecure, Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
Durham, North Carolina, United States, US
Skills

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Credentials

  • Advanced Web Designer
    Wake Technical Community College
    May, 2022
    - Nov, 2024
  • Front End Developer
    Wake Technical Community College
    May, 2022
    - Nov, 2024
  • Microsoft Advertising Search Certification
    Microsoft
    Apr, 2022
    - Nov, 2024
  • YouTube and Video Marketing
    Simplilearn
    Apr, 2022
    - Nov, 2024
  • Web Designer
    Wake Technical Community College
    Dec, 2021
    - Nov, 2024
  • Web Development Basic
    Wake Technical Community College
    Jul, 2021
    - Nov, 2024
  • ITIL Foundation Certificate in IT Service Management
    Global Knowledge
    Jun, 2018
    - Nov, 2024
  • Social Media Marketing Certification Course
    HubSpot Academy
    Jul, 2021
    - Nov, 2024
  • Google Ads - Measurement Certification
    Google Digital Academy (Skillshop)
    Apr, 2022
    - Nov, 2024
  • Google Ads Display Certification
    Google Digital Academy (Skillshop)
    Apr, 2022
    - Nov, 2024
  • Digital Marketing
    HubSpot Academy
    Jan, 2022
    - Nov, 2024
  • Google Analytics Individual Qualification
    Google Digital Academy (Skillshop)
    Mar, 2022
    - Nov, 2024
  • Semrush SEO Toolkit Exam
    Semrush
    Feb, 2022
    - Nov, 2024
  • Backlink Management Exam
    Semrush
    Jan, 2022
    - Nov, 2024
  • Link Building Test
    Semrush
    Jan, 2022
    - Nov, 2024
  • SEO Fundamentals
    Semrush
    Jan, 2022
    - Nov, 2024

Experience

  • PowerSecure, Inc.
    • United States
    • Electrical Equipment Manufacturing
    • 400 - 500 Employee
    • Information Technology Service Specialist III
      • May 2022 - Present

      • Providing tier 3 technical assistance and support related to user computer systems, hardware, software and mobile devices. • Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. • Collaborates on projects with teams to fulfill business needs.• Perform root cause analysis, develop checklist for typical problems and recommend procedures and controls for problem prevention. • System Admin for Microsoft Intune, Azure Active Directory, Microsoft Teams, SharePoint and all other applications in Microsoft 365 Admin Center.• Leading projects like Teams, and windows auto pilot projects that can help the performance for the company.

  • Duke University Health System
    • Hospitals and Health Care
    • 700 & Above Employee
    • Device Support Analyst
      • Jul 2018 - May 2022

      • Responds to and resolves 30+ daily requests reported by customers regarding end user devices, (e.g., workstations, printers, peripheral devices, etc.) along with some ancillary support for application issues. • Uses systems and diagnostic tools to troubleshoot issues. • Update asset management system to record the life cycle and status of desktop hardware, peripherals, and software.• Tests and ensure applications are correctly installed and configured on workstations.• Participates in team projects to enhance the technical infrastructure and engages with DHTS internal resources to identify trends, training or improve the problem resolution process. • Assists and supports the Security Office and Device Support leadership in monitoring security and risk.

  • Duke Clinical Research Institute
    • United States
    • Research Services
    • 700 & Above Employee
    • IT Analyst
      • Jan 2016 - Jul 2018

      • Served as the first level technical resource for IT issues, supporting both application and operational teams through systems analysis, diagnosis, troubleshooting, performance analysis and resolution. • Developed organizational units in Active Directory (AD) and managed user security with group policies. • Resolved issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.• Demonstrated a working knowledge of Windows and Linux Operating Systems, Windows Active Directory, Enterprise File Systems, Citrix, VMWare technologies• Tracked hardware and software problems, diagnosing issues until a solution was identified and implemented to the customer's satisfaction (i.e., IP protocols and configuration). • Coordinated support for all DCRI and Duke-shared services and managed a ticket’s entire lifecycle, regardless of the delivery group or organization. • Verified IT system and network availability and verify successful execution of processes and procedures associated with the applications utilized in the DCRI portfolio.

  • HCLTech
    • India
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Senior Desktop Support Analyst
      • Oct 2013 - Jan 2016

      • Troubleshooting desktops/lab tops for Toyota employees• Using Service now (SNOW) and Remedy as the ticketing system• Using out Outlook and Microsoft lync as a troubleshooting tool• Configuring Outlook emails• Using Active Directory for looking up and unlocking/resetting passwords• Checking system network issues with VMWare tool and resetting computers• Monitoring the SNOW chat and emails while taking live calls• Helping with windows migration and installing software• Using multiple applications I have admin rights to unlock and reset passwords• Using the VPN to chat with employees and verifying connection issues for remote users• Troubleshooting Company Iphones/Ipads

  • Datrose
    • United States
    • Outsourcing/Offshoring
    • 1 - 100 Employee
    • Tech Support Agent
      • Apr 2012 - Jun 2014

      • Troubleshooting Kodak kiosk computers for retailers.• mentor new hires• Provided base level IT support to non-technical personnel within the business.• Installed software, modified and repaired hardware and resolved technical issues.• Identified and solved technical issues with a variety of diagnostic tools.• Resolved problems with malfunctioning products.• Remained up-to-date on the latest technologies and solutions applicable to company products.• Troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers and firewalls.• Documented all server/network/hardware problems and other unusual events in detail.• Managing user accounts in Microsoft Active Directory• Manual configuration of user properties using the native Active Directory tool• Common tools used – Vantive (ticketing system), RBM(used for remote access) MS office, and the vault(knowledge base)

  • BDS Marketing/Dell
    • Store Manager
      • Oct 2011 - Apr 2012

      • Updated sales goals and updating the schedule.• Trained, coached and mentored staff to ensure smooth adoption of new program.• Hired and trained a number of staff.• Exceeded company objectives with great results.• Met and exceeded company sales and productivity goals• Resolved customer issues in a clear, courteous and straightforward manner.• Up sold products and services to increase company revenue.• Remained up-to-date on the latest technologies and solutions applicable to company products.

  • The Beam Team
    • United States
    • Construction
    • 100 - 200 Employee
    • Field Lead
      • Jul 2010 - Oct 2011

      • Reported to the zone manager on progress of projects• Reading Planograms to complete projects.• Traveling 60% of the time to different locations.• Worked directly with departments, clients, management to achieve great result.• Exceeded company objectives.• Trained, coached and mentored staff to ensure smooth adoption of new program. • Reported to the zone manager on progress of projects• Reading Planograms to complete projects.• Traveling 60% of the time to different locations.• Worked directly with departments, clients, management to achieve great result.• Exceeded company objectives.• Trained, coached and mentored staff to ensure smooth adoption of new program.

  • Flex
    • United States
    • Appliances, Electrical, and Electronics Manufacturing
    • 700 & Above Employee
    • Customer Support Rep
      • Feb 2008 - Jul 2010

      • Provided base level IT support to non-technical personnel within the business.• Installed software, modified and repaired hardware and resolved technical issues.• Resolved customer issues in a clear, courteous and straightforward manner.• Identified and solved technical issues with a variety of diagnostic tools.• Created cases and claims for damaged, lost or displaced packages.• Resolved problems with malfunctioning products.• Followed up with clients to ensure optimal customer satisfaction.• Remained up-to-date on the latest technologies and solutions applicable to company products.• Trained, coached and mentored staff to ensure smooth adoption of new program.• Intermediate knowledge of Windows OS(xp), Microsoft office,(excel, word, outlook) and android• Basic knowledge of iOS(mobile apple) and blackberry mobile

  • GameStop
    • United States
    • Retail
    • 700 & Above Employee
    • Manager
      • Nov 2005 - Jan 2008

      • Trained, coached and mentored staff to ensure smooth adoption of new program.• Developed and rolled out new policies.• Exceeded company objectives with great results.• Greeted customers entering the store to ascertain what each customer wanted or needed.• Described product to customers and accurately explained details and care of merchandise.• Earned management trust by serving as key holder, responsibly opening and closing store.• Provided an elevated customer experience to generate a loyal clientèle.• Answered product questions with up-to-date knowledge of sales and store promotions.• Contributed to annual store sales.

Education

  • North Carolina Wesleyan University
    Bachelor of Applied Science - BASc, Computer and Information Sciences and Support Services
    2022 - 2025
  • Wake Technical Community College
    Web Design Degree, Web Page, Digital/Multimedia and Information Resources Design
    2019 - 2022

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