1. Tampa/St. Petersburg, FL Area  973-735-3224  terrance.walker72@gmail.com  www.linkedin.com/in/walkerterrance
TERRANCE WALKER CUSTOMER SUPPORT SPECIALIST
Customer Service ~ Technical Support
Top performing IT support professional with strong background in technical support, customer service, and human
resources management. A broadly experienced technologist with three years of leadership and management
experience and strong problem solving and customer service skills. Able to prioritize and manage multiple time-
sensitive work assignments simultaneously without compromising the customer experience. Effective project
manager who drives a project to successful completion within budget and schedule, ensuring the highest quality
results. A collaborative communicator, continually focused on building and maintaining effective working relationships
with individuals of diverse backgrounds, levels of management, and across functional lines, promoting synergies,
solving problems, and advancing the bottom line.
Areas of Expertise include:
 Customer Service / CRM
 Microsoft Excel
 Microsoft PowerPoint
 Microsoft Access
 Benefits Administration
 Microsoft Outlook
 Call Center
 General Ledger Accounting
 Project Management
 Microsoft Word
 HP Peregrine Helpdesk Ticketing
 Computer Technical Support
EXPERIENCE & NOTABLE CONTRIBUTIONS
THE GREAT ATLANTIC & PACIFIC TEA CO.  Montvale, NJ  Apr 2005 to Dec 2015
A chain of American and Canadian grocery stores.
SUPPORT CENTER/RETAIL SYSTEMS ANALYST (Aug 2008 to Dec 2015)
Provided technical support to corporate office and retail store end-users throughout the chain, troubleshooting desktop
and mobile hardware, software, and configuration problems, including mobile telecommunications, printers, registers,
EFT devices and retail store systems. Technologies included Microsoft Windows, MAC OSX and UNIX (AIX) as well as
networking including routers, network switches, LAN, WAN, TCP/IP. Employed remote access control tools including
Remote Desktop, Reflections, SCCM, TelNet, and TeamViewer. Provided customer service support for online shopping
services including customer enrollment, password administration, payment processing, and technical support.
KEY ACCOMPLISHMENTS:
 Ably administered Active Directory and RSA VPN networks.
 Trusted with a broad range of support topics as a solo overnight analyst, addressing calls for retail systems, PC
support, pharmacy support, network support, and customer service.
 Consistently achieved the highest service level standard for one-call resolution.
 Updated, managed, and resolved queues in Siebel and Peregrine Service Center call tracking systems.
CORPORATE HUMAN RESOURCES COORDINATOR (Jan to Aug 2008)
Managed operation of the Corporate Human Resources department. Delivered new employee and benefits orientation for
new corporate employees and consultants.
KEY ACCOMPLISHMENTS:
 Provided high-level confidential administrative support to the Vice President of Corporate Human Resources, HR
Senior Management and recruiting staff.
 Ensured a smooth integration of new employees during a corporate merger.
 Repaired a distressed employee file system that began as a collection of paper stacks.
 Improved Sarbanes-Oxley (SOX) audit performance with an enhanced process for filing of confidential employee
documentation.

2. Tampa/St. Petersburg, FL Area  973-735-3224  terrance.walker72@gmail.com  www.linkedin.com/in/walkerterrance
TERRANCE WALKER CUSTOMER SUPPORT SPECIALIST
Customer Service ~ Technical Support
C.O.B.R.A/SEVERANCE BENEFITS ADMINISTRATOR (Jan 2007 to Jan 2008)
Administered the COBRA/Severance Benefits Plan, including enrollment, insurance payments, initiation/termination of
benefits, and liaising with the company, benefits provider, and former employee, dependent, and other beneficiaries.
Researched and resolved claims. Performed monthly audit of C.O.B.R.A. accounts and prepared records for independent
external audits.
KEY ACCOMPLISHMENTS:
 Provided high-level confidential administrative support to the Vice President of Compensation and Corporate
Benefits Director.
 Minimized late payments and delinquent employee accounts by optimizing the C.O.B.R.A. payment tracking
database.
HUMAN RESOURCES ADMINISTRATOR (Apr 2005 to Jan 2007)
Served as human resources liaison between the corporate office, the employee labor union, and store level associates.
Assisted HR staff with Worker's Compensation claims and employee benefit and salary resolution. Supported HR staff with
new hire information, disciplinary issues, and adherence to collective bargaining agreements. Resolved pay disputes and
made payroll adjustments. Extensive Oracle database data entry of new hire information and employee records changes.
KEY ACCOMPLISHMENTS:
 Ensured timely submission and accuracy of weekly payroll.
AT&T WIRELESS SERVICES  Paramus, NJ  Sep 2003 to Jan 2005
BUSINESS END-USER SUPPORT REPRESENTATIVE
Analyzed and resolved customer service and tier-one technical support issues for corporate end users of wireless service.
Ably assisted sales staff with the resolution of billing and support issues to ensure customer retention and satisfaction.
KEY ACCOMPLISHMENTS:
 Consistently maintained high scores in customer satisfaction, handle time and issue resolution.
XYAN LEGAL SUPPORT SERVICES GROUP  Newark, NJ  Jun 1996 to Jan 2000
CENTER MANAGER/CUSTOMER SUPPORT MANAGER
Directed operations of a 24x7 document management facility and copy center, including maintenance and repair of all
copy and print equipment, hiring, orientation, training and development, appraisal and discipline of staff, and supply &
logistics.
KEY ACCOMPLISHMENTS:
 Exceeded all company benchmarks for customer experience satisfaction, customer retention, & profit/loss.
 Consistently ensured employee compliance with operational safety and service quality.
EDUCATION & TRAINING
Structured Query Language Certification, Union County College
Essentials of HR Management, Society of Human Resource Management
HIPAA Certification Training, Great Atlantic & Pacific Tea Company