TERRANCE HOPE

IT Professional , A+
1253 Bluegrass Dr | 314.302.8712 | terranceh86@gmail.com

CAREER SUMMARY:

Solution-oriented problem solver with 10 years of experience building and maintaining mixed
platform environments as well as hardware and software maintenance. Highly skilled in
communication, networking, collaboration, customer service, and technical documentation.

WORK EXPERIENCE:

Omnigo
Application Support Specialist | July 2021 - July 2022
● Utilized JIRA to escalate cases and update workflows to enhance collaboration
● Provide level 1 and level 2 technical support for ITI application and utilized technical
knowledge to triage, diagnose, escalate, and resolve issues
● Modified and updated SQL queries to accommodate user requests

Malinckrodt
IT Support Analyst | Mar 2020 - July 2021
● Supported and maintained hardware and software
● Served as point of escalation for
● Coordinated with development and engineering teams to update infrastructure requests and
applications.

Washington University
Technical Support Specialist | Sept 2019 - Mar 2020
● Accurately logged incident details and resolutions in ServiceNow
● Proficient expertise with VPN installation and certificate distribution for Apple and
Windows enterprise systems.
● Liaison with NOC and user access groups to ensure accurate implementation of system
upgrades

Spectrum

Associate Technical Specialist | Aug 2016 - Sept 2019

● Spearheaded multiple projects including: Dual monitor deployment, Windows 10
migration, massive memory upgrade, Avaya softphone upgrade
● maintained hardware/software systems increasing efficiency and productivity 100%
● collaborated with network and telecom teams for infrastructure production environment
upgrades
● Modified and updated PowerShell scripts for software deployment
● Frequently updated asset records to ensure IT lifecycle maintenance
● Facilitated the upgrade of network devices as well as audiovisual equipment to ensure
proper implementation within enterprise environment
● Supported high level Executives with any and all requests, ensuring maximum
professionalism and satisfaction
Monsanto
Service Desk Analyst | May 2013 - Dec 2015
● Supported and maintained websites for clients through various online platforms
Assisted troubleshooting software.
● Utilized Sharepoint to organize data and modify ACLs for user access
● Increased first call resolution and reduced call volume by being a valued resource among peers
and by adding tutorials to the knowledgebase

EDUCATION:
2008 - 2010 | Ranken Technical College
Associate of Science - Information Technology

SKILLS:

● Active Directory
● Interpersonal Skills
● Hardware/Software Troubleshooting
● User administration/Identity management
● Network administration
● Imaging, SCCM
● Windows Server
● ServiceNow
● SQL
● VMWare
● Salesforce