Terry Smith

IT Support & Field Service Technician with 18+ years of experience across enterprise, healthcare, and defense environments. Skilled in networking, system administration, and asset management with proven ability to lead projects, optimize infrastructure, and deliver client satisfaction. U.S. Army Veteran with active certifications including Google IT Support Professional and Certified Telecommunications Network Specialist (CTNS).

ADMINISTRATOR L2 - WIPRO/MICROSOFT - CHARLOTTE, NC

(2024-01 - 2025-12)

• Manage MLS inventory database, performing audits to ensure data accuracy across server, network, and cabling assets.
• Deliver SLA and operational performance reporting, identifying key metrics and service improvements.
• Support cross-site operations including ticket compliance, escalations, and major incident resolution.
• Implement best practices in cabling and asset management; provide post-incident reviews and quarterly audits.
• Partner with Microsoft stakeholders to optimize infrastructure utilization and enhance customer satisfaction.

FIELD SERVICE TECHNICIAN - APEX SYSTEMS/NORTHROP GRUMMAN - CHARLOTTE, NC

(2022-01 - 2024-12)

• Served as focal point between site personnel and corporate, ensuring rapid issue resolution.
• Delivered electrical, mechanical, and IT troubleshooting on mission-critical systems with 48-hour corrective SLA.
• Maintained maintenance logbooks and provided detailed reports to headquarters.
• Executed software patches, updates, and file management to support system reliability.

TDR IT TECHNICIAN - ATRIUM HEALTH/PYRAMID - CHARLOTTE, NC

(2022-01 - 2022-12)

• Supported Epic EHR system rollout across hospitals and clinics, ensuring accurate device mapping and testing.
• Performed hardware refresh and troubleshooting for workstations, peripherals, and print mapping.
• Documented failures and coordinated turnaround for efficient resolution.
• Collaborated with IT, business, and clinical staff to minimize downtime and improve support delivery.

FIELD SERVICE TECHNICIAN (LEAD, DISPENSING IMPLEMENTATION) - BECTON DICKINSON/NOVASYTE - CHARLOTTE, NC

(2021-01 - 2022-12)

• Led cross-functional project teams to implement medication dispensing systems at healthcare facilities.
• Developed project plans, managed risk, and delivered solutions on-time and within scope.
• Trained staff and customers; provided mentorship to team members.
• Maintained compliance with governance tools, forecasts, and reporting, ensuring strong customer satisfaction.

FIELD SERVICE TECHNICIAN - NCR - BALTIMORE, MD

(2019-01 - 2020-12)

• Performed full unit replacements, diagnostics, and repairs on POS systems and ATMs.
• Installed and upgraded software, firmware, and hardware across retail and financial clients.
• Managed parts inventory through Excel-based asset management.

FIELD TEST TECHNICIAN - NEXAGEN - ABERDEEN, MD

(2016-01 - 2018-12)

• Installed, operated, and maintained enterprise and tactical SATCOM networks.
• Tested Cisco routers, Nexus switches, ASA firewalls, and NetApp systems in R&D lab environment.
• Executed IAVA security patches on DoD systems, ensuring compliance.
• Utilized RF test equipment (oscilloscopes, spectrum analyzers, signal generators) to troubleshoot satellite systems.

Computer Technician - Pomeroy IT Solutions

(2011-01 - 2011-12)

IT Specialist - San Antonio City Government

(2007-01 - 2007-12)

IT Specialist - Kirk Army Health Clinic

(2000-01 - 2003-12)

Associate of Applied Science - Network Administration & Information Security - American Business & Technology University (2012-01 - 2014-12)

Certificate - Google IT Support Professional - Coursera (2022-01 - 2022-12)

Certification - Certified Telecommunications Network Specialist (CTNS) - Teracom Training Institute (2018-01 - 2018-12)

Certificate - Skills Accelerator – Project Management - Gener8tor (2024-01 - 2024-12)