Darek Lampkin
Information Technology
Birmingham,AL
Summary
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Service Desk Analyst
CAI
09.2024 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Smart Desk Specialist
Spire Energy
02.2022 - Current
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Reduced downtime with proactive monitoring of IT systems and timely troubleshooting.
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Conducted periodic audits of service desk operations to ensure compliance with internal policies as well as industry standards such as ITIL best practices.
Emergency Dispatcher
Spire Energy
12.2017 - 02.2022
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch gas technicians.
- Automated document flow by ensuring logbooks and gas related reports were maintained with 100% accuracy.
- Reduced risks and emergency response issues by observing public safety field units.
- Optimized productivity to improve on-time emergency response and life support.
Financial Crimes Specialist
Wells Fargo
01.2016 - 12.2017
- Recognized control failures in bank processes, procedures, and customer decisions and categorized losses.
- Enhanced detection capabilities by designing and implementing effective fraud prevention tools and technology solutions.
- Improved regulatory reporting accuracy by conducting regular audits and reviews of internal controls and procedures.
- Managed complex investigations into suspected financial crimes, coordinating with law enforcement agencies when necessary.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
Customer Service Representative
Alagasco
12.2013 - 11.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor of Science - Management Information Systems
University of Arizona
Tucson, AZ 07.2005 - 07.2012
Skills
Technical support
Timeline
Service Desk Analyst
CAI
09.2024 - Current
Smart Desk Specialist
Spire Energy
02.2022 - Current
Emergency Dispatcher
Spire Energy
12.2017 - 02.2022
Financial Crimes Specialist
Wells Fargo
01.2016 - 12.2017
Customer Service Representative
Alagasco
12.2013 - 11.2015
Bachelor of Science - Management Information Systems
University of Arizona
07.2005 - 07.2012
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