Darrell Burst
Slidell,LA
Summary
Dynamic Technical Support with a proven track record at BLD Service LLC, enhancing customer satisfaction through effective troubleshooting and innovative solutions. Skilled in system diagnostics and relationship building, I successfully increased first-call resolution rates, mentoring junior staff and streamlining support processes to improve overall service quality.
Overview
21
21
years of professional experience
Work History
Technical Support Engineer
BLD Service LLC
05.2023 - Current
- Provided technical support for software and hardware issues, ensuring timely resolution of customer inquiries.
- Assisted in troubleshooting network connectivity problems, enhancing overall system performance.
- Documented technical processes and solutions in knowledge base for future reference.
- Collaborated with team members to streamline support workflows, improving response times.
- Conducted user training sessions on new software features to enhance user experience.
- Analyzed recurring support issues, identifying opportunities for process improvements and preventive measures.
- Mentored junior staff in effective troubleshooting techniques and customer service best practices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Documented faults and bugs for referral to development staff for use in updates.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Coordinated with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.
- Increased first-call resolution rates, meticulously diagnosing issues and providing effective solutions on initial contact.
- Spearheaded creation of knowledge base, facilitating quicker resolution of common issues by both support staff and users.
- Led training sessions for new staff to ensure high-quality technical support standards across team.
- Fostered team-oriented environment, encouraging collaboration and knowledge sharing to improve overall service quality.
- Enhanced user experience by resolving complex software issues swiftly.
- Enhanced security protocols, conducting thorough audits and implementing necessary updates to safeguard against potential threats.
- Served as key liaison between technical team and non-technical stakeholders, translating complex technical details into understandable terms.
- Reduced system downtime significantly, conducting regular maintenance checks and updates.
- Optimized network performance, regularly monitoring and adjusting configurations to meet changing demands.
- Contributed to product development meetings, providing insights from customer feedback to guide future enhancements.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Offered assistance in implementing and developing training programs.
- Developed and implemented preventive maintenance procedures.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted in development of system security protocols.
Owner/Operator
Burst Technologies
03.2009 - 05.2023
- Oversaw daily operations to ensure efficient workflow and service delivery.
- Developed and implemented operational strategies to enhance customer satisfaction.
- Managed inventory levels, optimizing stock control procedures for cost efficiency.
- Trained staff on best practices for customer engagement and service excellence.
- Established strong vendor relationships to secure favorable pricing and quality products.
- Analyzed sales data to identify trends and inform business decisions for growth.
- Streamlined processes, resulting in improved turnaround times and reduced costs.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Developed business plan, processes and procedures to provide superior Product or Service to customers.
- Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Assessed income and expenses and adapted plans to improve profit levels.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
- Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
- Fostered strong professional network and partnership building skills to connect with quality leads.
- Optimized workflow processes through careful analysis of operational needs and resource allocation.
- Collaborated with industry partners to expand networking opportunities, fostering mutually beneficial relationships that drove growth for all parties involved.
- Improved safety standards by regularly reviewing protocols and implementing necessary updates.
- Operated with safety and skill to avoid accidents and delays.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Dropped and hooked trailers and changed configuration of equipment.
- Completed daily inspections, basic maintenance and common repair actions to keep equipment operating at full capacity.
Install and Service Technician
Alarm Alert
02.2006 - 03.2009
- Diagnosed and repaired mechanical issues on various equipment to ensure optimal performance.
- Conducted routine maintenance and inspections to improve equipment reliability and lifespan.
- Trained junior technicians on best practices for troubleshooting and repair techniques.
- Streamlined service processes, reducing turnaround time for repairs by implementing efficient workflows.
- Collaborated with cross-functional teams to resolve complex technical challenges effectively.
- Maintained accurate records of service activities, ensuring compliance with industry standards and regulations.
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
- Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Enhanced client retention through exceptional communication skills and a commitment to addressing concerns promptly.
- Streamlined processes for troubleshooting, resulting in faster resolution times and improved customer experiences.
- Evaluated systems according to predetermined checklist and noted issues.
- Established strong relationships with vendors, facilitating the procurement of high-quality parts at competitive prices.
- Managed inventory levels effectively by accurately recording usage data and proactively replenishing stock when needed.
- Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.
- Conducted detailed inspections of equipment to identify potential issues, preventing costly future repairs.
- Minimized return service calls, ensuring thorough and accurate service on first visit.
- Optimized service delivery times, implementing efficient routing and scheduling strategies.
- Enhanced client trust, providing transparent and easy-to-understand explanations of technical issues and solutions.
- Achieved high client retention rates by providing exceptional service and follow-up on all installations and repairs.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Worked with diverse types of weather and ground conditions.
Superintendent of TV Van
Insituform
06.2004 - 02.2006
- Led construction projects, ensuring adherence to safety regulations and quality standards.
- Managed budgets and schedules, optimizing resource allocation for efficient project execution.
- Developed strategic partnerships with subcontractors, enhancing collaboration and project outcomes.
- Implemented process improvements, reducing delays and increasing overall productivity on job sites.
- Conducted regular site inspections, identifying potential issues and implementing timely solutions.
- Mentored junior staff, fostering professional growth and improving team performance across projects.
- Coordinated communication between stakeholders, ensuring alignment on project goals and timelines.
- Reviewed design specifications critically for accuracy, identifying potential issues before they escalated into costly delays or rework situations.
- Resolved conflicts efficiently among team members, fostering a positive work environment that contributed to successful outcomes.
- Reviewed plans and inspected ongoing construction to keep work in line with project goals.
- Communicated effectively with clients throughout each stage of the project for transparency regarding progress updates as well as addressing any concerns raised promptly.
- Established successful procedures for day-to-day operations and long-term planning.
- Supported project coordination and smooth workflow by coordinating materials, inspections, and contractor actions.
- Mentored junior staff, leading to increased productivity and improved teamwork throughout the organization.
- Maintained safety onsite and upheld all OSHA regulations by Action.
- Worked with specialized teams to accomplish all objectives and achieve goals.
- Enforced rigorous safety procedures during daily operations, creating a safe working environment for all personnel involved in the project''s execution process.
- Scheduled and supervised maintenance and repair of equipment, buildings and grounds.
- Managed complete construction process to maximize quality, cost-controls and efficiency.
- Stepped up during foreman's absence to answer questions and delegate project tasks to employees.
- Incorporated innovative construction techniques into projects, resulting in improved efficiency and overall quality of workmanship.
- Optimized resource allocation to minimize delays and maximize project success.
- Managed Number workers when performing duties in line with local and national building codes in construction.
- Developed and maintained productive working relationships with internal and external stakeholders.
- Enhanced project efficiency by streamlining communication between team members and stakeholders.
Education
High School Diploma -
Riverdale High School
Metairie, LA06.1984
Skills
- Attention to detail
- Customer service
- Works Well Under Pressure
- Multitasking and organization
- Power Tools and Equipment
- Written/Verbal communication
- Troubleshooting
- Installation and repair
- Maintenance and repairs
- Quality control
- Mechanical Knowledge
- Preventive Maintenance
- Documentation and reporting
- Equipment maintenance
- Work Planning and Prioritization
- Customer interaction
- System troubleshooting
- Workload management
- Routine Inspections
- Equipment Repair
- Deadline oriented
- OSHA compliance
- Team Training
- Relationship building
- Safety Equipment
- Product Inspections
- Performance improvement
- Issue resolution
- Tech-Savvy
- Mechanical aptitude
- Hardware installation
- Operations monitoring
- Information tracking
- Operation Monitoring
- Component replacement
- Customer rapport
- Issue analysis
- Staff education and training
- Schematic reading
- System diagnostics
- System installation
- Complex Repairs
- Project management
- Equipment calibration
- System Tests
- Production Assistance
- Computer-assisted diagnostics
- Risk mitigation
- Software configuration
- Inventory oversight
- User training
- Innovation skills
- Production scheduling
- Project Support
- Program support
- Cost control
- Analytical/Scientific software
- Network administration
- Problem-solving
- Critical thinking
- Verbal and written communication
- Software installation
- File and record maintenance
- Equipment operation
- System upgrades
- User support
- Computer troubleshooting
- Diagnostic testing
Timeline
Technical Support Engineer
BLD Service LLC
05.2023 - Current
Owner/Operator
Burst Technologies
03.2009 - 05.2023
Install and Service Technician
Alarm Alert
02.2006 - 03.2009
Superintendent of TV Van
Insituform
06.2004 - 02.2006
High School Diploma -
Riverdale High School