Terrail Hearn
Service Desk Technician Ii @Caris Life Sciences
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WORK HISTORY
Service Desk Technician Ii @Caris Life Sciences
US
As a Service Desk Technician II, I provide end-user support across the organization, resolving system, software, and account-related issues to maintain business continuity. I assist with access provisioning, troubleshoot authentication problems, and help enforce secure user practices in line with company policies. I document technical solutions, escalate complex issues appropriately, and contribute to a reliable IT environment.While my current role is rooted in IT support, I continuously apply a security-aware mindset—especially when resolving access and identity-related tickets. I actively pursue growth in cybersecurity through training, lab work, and aligning my work with risk-conscious practices.Key Skills:Technical Support & Troubleshooting | Identity & Access Troubleshooting | Process Optimization | Documentation & Knowledge Base Management | User Onboarding & Offboarding | Compliance-Aware Support | IT Service Management (ITSM)| Cross-Team Collaboration | Security Awareness
EDUCATION
Western Governors University
Master of Science, Cybersecurity and Information Assurance
ACI Learning
Computer and Information Systems Security/Information Assurance
Stephen F. Austin State University
Bachelor of Science - BS
Coding Temple
Cybersecurity
ABOUT TERRAIL HEARN
I’m an IT Professional with 5+ years of hands-on experience in technical support and a…
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