ALEKSI DERZON
West Jordan,UT
Summary
Technical Support Team Lead with 11+ years of experience and 5+ years in leadership roles, specializing in troubleshooting, system optimization, and support operations. Experienced in Zendesk
administration, ClickUp, and AI agent setup, including developing documentation for Zendesk environments. Led system transition from Salesforce to Zendesk and improved SLA response time to 15 minutes while reducing escalations by over 40%. Completed the LEADing Canon leadership program and known for process improvement and operational reliability.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead (Technical Support Operations)
ONYX Graphics Inc.
Midvale, UT
11.2024 - Current
- Lead and mentored a team of 6 support specialists, onboarding and training 5 new team members
- Reduced SLA response time from over 1 hour to 15 minutes, increased same-day resolutions by 20%, and decreased escalations by over 40%
- Led transition from Salesforce to Zendesk, ensuring operational continuity and improved workflows
- Designed and implemented custom Zendesk ticket forms and support workflows
- Developed documentation for Zendesk administration setups, improving consistency and scalability
- Configured and supported AI agents to enhance automation and customer support efficiency
- Utilized ClickUp for project tracking, workflow management, and team coordination
- Troubleshooted complex technical issues and escalated appropriately to engineering teams
- Collaborated with engineering, product, and sales teams to resolve high-impact customer issues
Sr. Technical Customer Care Specialist
Dealertrack DMS
Draper, UT
10.2016 - 10.2024
- Delivered advanced technical support and reporting solutions for enterprise clients
- Developed and led training programs on DMS reporting fundamentals
- Created an Advanced Reporting training program to improve troubleshooting effectiveness
- Improved workflows for specialized support teams, increasing efficiency and resolution speed
- Collaborated with sales and performance managers to resolve complex software issues
- Assisted in vendor support team migration, improving service delivery capabilities
Appliance Installer / Handyman
XPO Logistics
Salt Lake City, UT
02.2016 - 10.2016
- Installed appliances and provided hands-on customer support and education
- Resolved customer issues on-site and via phone communication
- Developed technical skills in electrical, plumbing, and installation procedures
- Maintained strong customer satisfaction through effective communication
Education
Coursework - Computer Engineering
Salt Lake Community College
Salt Lake City, UTCoursework - Computer Engineering
Brigham Young University–Idaho
Rexburg, IDCoursework - Computer Engineering
University of Arizona Global Campus
Chandler, AZSkills
- Zendesk Administration & Configuration
- Salesforce, Zendesk, ClickUp
- AI Agent Setup & Support Automation
- Ticketing Systems & Workflow Design
- Troubleshooting & Root Cause Analysis
- System Monitoring & Escalation Management
- Reporting & Data Analysis (Salesforce, JIRA)
- Process Improvement & Technical Documentation
- SLA & Performance Management
- Cross-Functional Collaboration
Accomplishments
Effortless Client Service Experience Certified
100% QA scores
Nominated for 6 of 8 prestigious awards at Onyx Graphics
Certification
- LEADing Canon — Leadership Development Program
- Real Estate License
- KCS Contributor Certified
Timeline
Team Lead (Technical Support Operations)
ONYX Graphics Inc.
11.2024 - Current
Sr. Technical Customer Care Specialist
Dealertrack DMS
10.2016 - 10.2024
Appliance Installer / Handyman
XPO Logistics
02.2016 - 10.2016
Coursework - Computer Engineering
Salt Lake Community College
Coursework - Computer Engineering
Brigham Young University–Idaho
Coursework - Computer Engineering
University of Arizona Global Campus