Derrick Jones

Extensive knowledge of computer and/or network security systems, applications, procedures and techniques. Results driven Network Support Engineer with in-depth knowledge and experience in planning, strategizing, and implementing IT solutions. Critical thinker who addresses customer support issues quickly and consistently exceeds performance standards.

Utilizes root-cause analysis and troubleshooting efforts to resolve product performance issues. Skilled in delivering technical support, managing network operations, and maintaining enterprise-wide area networks across multi-platform and data center environments. Effectively listen and communicate with team members, partners, and clientele, including excellent written and oral communication skills.

Support Technician III at M7 Services (2018-09 – 2023-09)

• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Respond to customer queries by phone and email
• Create step-by-step training material with screenshots for clients
• Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware
• Document internal procedures
• Maintain daily performance of computer systems
• Ask educated questions and listen to customers to determine root cause of issues
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Run diagnostic problems to resolve problems
• Clean up computers
• Train incoming staff
• Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
• Provides fundamental training for PC's, Servers, Networking, Firewalls
• Provides support to customers on all company-supported applications, and hospitality management systems
• Troubleshoot the most difficult of computer and network problems, determine sources of error, repairs source of error, advises appropriate action to user, and escalates trouble tickets to the highest level
• Study existing information-processing systems to evaluate effectiveness and develop new systems to improve production or workflow as required
• Prepare workflow charts and diagrams to specify in detail operations to be performed by equipment and computer programs and operations to be performed by personnel in system
• Primary escalation point technology issues that are unable to be resolved by Tier-1 and Tier-2 support staff
• Responsible for advanced troubleshooting of supported services
• Provide 'on-site' support, as needed or required
• Documenting support-related processes and procedures (SOP)
• Maintaining Service Level Agreements (SLA) on tickets in the ScalePanel

Customer Service Technician II | Desktop Support Technician at Fibertown (2015-06 – 2021-08)

• Respond to inquiries and requests for assistance with computer networks and systems, identifying and reporting problems via monitoring applications
• Troubleshoot and provide support to customers and engineers, escalating issues to on-call personnel
• Perform moderate level physical activity including accessing equipment on the roof and lifting or moving servers or equipment
• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection and over the internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms

Customer Service Rep/ Inventory Manager at Seals and Packing's Inc. (2013-06 – 2017-06)

• Review of compiled inventory reports (quantity, type and value of materials/equipment and stock on hand)
• Responsible for daily reconciliation of incoming shipments and outgoing products using inventory management software
• Ensure punctual delivery of ordered products
• Assist in the development of inventory management policies and procedures
• Follow corporate governance to promote regulatory compliance
• Provide excellent customer service to customers as well as coworkers

Ship Serviceman at Military (2003-08 – 2012-09)

• Managed and operated all shipboard retail and service activities afloat, (including the ship's store, vending machines, video games, barber shops, laundry, and tailor shops)
• Maintained financial records and accounting systems
• Maintained inventory and procurement databases
• Served as cash collections agent collecting cash from 35 vending machines that gross over three million dollars annually
• Assisted implementing a new transportation tracking system that resulted in a reduction of customer wait time by 48%
• Supervised the secure transportation of over 350 pallets of material via water transportation
• Served as Customer Service Fleet Liaison for three nations that conducted routine shipping and receiving of material

Professional Program in Network Systems Admin – New Horizons Computer Learning Center (2017-05)

Bachelor's Degree in Cyber Security – ITT Technical Institute (2016-06)

Associates Degree in Information Technology – ITT Technical Institute (2014-06)