Terrence Romero

Work history:

• Job Title: End User Technical Support

  Company: WalMart

  Period: October 2023 - December 2024

  Role Description:
  •   Contributions: Troubleshot retail and grocery departments in Walmart Super Center using various Zebra smart phone models and BYOD Android / Apple to scan UPC and QR Codes to locate merchandise from company manufactures via Me@Walmart mobile device application.   
  • Migrated Microsoft Windows 10 to Microsoft Windows 11. 
  •  Remoted into enterprise desktops, laptops, mobile devices and tablets using remote desktop and SCCM to install and troubleshoot various proprietary software applications including Microsoft Office 365 VIP ticketing support.   
  • Took incoming incidents, tasks and back logsfrom Service Now ticketing system used daily. Set up new employees with WorkDay, VPN, and OKTA multi-factor authentication for first time.   

• Job Title: Mobile Device Management

  Company: CSX Transportation

  Period: June 2022 - December 2022

  Role Description:
  •   Deployed and enrolled users into organizational groups using VMware AirWatch / Workspace ONE Unified Endpoint Management, Apple Business Manager for iOS and Mac devices. 
  •  Used Samsung, Knox for Samsung Androids to remove devices, install and troubleshoot applications and device updates.   
  •  Rebooted, wiped devices and confirmed devices are connected to cellular network / Wi-Fi and activated using Verizon My Business console to view device line contract details when needed. 
  •  Supported various department roles in CSX Transportation enterprise users with BETA VMWare testing devices, Developers, UAT end user testing, and production devices; which all involve different VMware AirWatch / Workspace ONE Unified Endpoint Management consoles to troubleshoot devices. 
  • Set up OKTA Multi-Factor Authentication with integrated Active Directory on various mobile devices and check OKTA integrated, Active Directory permissions, policies and deployed applications to specific users. 
  •  Troubleshot, managed, deployed, uninstalled updated internal CSX and public mobile device applications and web links via web app browser and google chrome browser on Androids and iPhone iOS and tablets. 
  •  Applications troubleshot on a daily basis include Boxer, Microsoft Office 365, Chrome OS, Google Workspace, Citrix Workspace, Content, Crew Life, VPSX Printer application and settings, Intelligent Hub, ConnectWise Control / Screen Connect. 

• Job Title: Tech Delivery

  Company: Cognizant

  Period: January 2022 - June 2022

  Role Description:
  •  Contributions: Point of contact for resolving various technical inbound calls from autonomous drivers live on the road using Chrome OS, Google Workspace, Google Apps or G Suite, and Waymo software to resolve autonomous vehicles and drivers; driving and hailing service issues.   
  • Troubleshot Chrome OS, Google Workspace, Google Apps or G Suite software applications connected to autonomous vehicles along with Android issues connecting to 5G cellular / Wi-Fi networks and various cellular connections through the city connected with SIM cards for Waymo autonomous drivers as end users during real time beta testing of autonomous vehicles in San Francisco, CA and Phoenix, AZ roads and freeways.   
  • Resolved various Google Chrome OS / Waymo vehicle module hardware and software issues by using and troubleshooting Waymo software tools and sites such as SpeakEasy (VOIP SoftPhone), CarMan, and Google Workspace, Google Apps or G Suite for autonomous vehicle body damage reporting and un-resolvable technical and non-technical vehicle hardware issues inside and outside of the autonomous vehicles.   

Education:

• St. Ambrose University

  Bachelor's Degree – Journalism

  Period: January 2002 - May 2004