Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Derek Rehagen

Springfield,Missouri

Summary


Overview

11
11
years of professional experience

Work History

Technical Operations Analyst- Operations

Siemens
04.2024 - Current
  • Provide second-level support for all technical issues related to incoming orders on both of our digital storefronts (DEX and SXMP) via Salesforce
  • Work closely with both the front-end and back-end development teams in a project manager role. This includes hosting a daily triage meeting with both teams to review and prioritize issues that are ongoing
  • Document all issues and related troubleshooting tasks on JIRA- including providing an RCA for each issue
  • Generate reports on overall ticket performance inside of Salesforce- including the creation of various dashboards for our teams to use and better track issues
  • Utilize Splunk to search order error messages
  • Document best practices and how-to articles via Confluence pages
  • Deep-dive all new code releases and write summaries to share with the team about upcoming changes and how it will affect us moving forward

Desktop Support Team Lead

Expedia Group
07.2019 - 06.2021
  • Lead a team of desktop support technicians in providing timely and effective technical support to end users
  • Developed and implemented standard operating procedures for desktop support tasks to increase efficiency and consistency within the team
  • Mentored and trained junior team members on troubleshooting techniques and customer service best practices
  • Collaborated with IT managers and project managers to prioritize and allocate resources for desktop support projects
  • Conducted regular performance evaluations and provided feedback to team members to drive continuous improvement and professional development within the team

Remote Technical Support

Expedia Group
05.2017 - 06.2019
  • Provide frontline technical support to customers via phone, email, and remote sessions
  • Troubleshoot and diagnose hardware and software issues remotely to ensure timely resolution
  • Document all customer interactions, troubleshooting steps, and resolutions in the support ticketing system
  • Collaborate with cross-functional teams to escalate and resolve complex technical issues

Business Operations Analyst

Cerner
08.2014 - 04.2017
  • Set-up all PCs and Wyse devices system-wide with the base image and created work orders for those devices to be installed
  • Ensured that all network printers are set up on the back-end system-wide
  • Responsible for PC/Wyse device Refresh project 2016: involved replacing 1,787 total machines to eliminate all XP systems from CoxHealth locations
  • Responsible for PC/Wyse device Refresh project 2017: Responsibilities expanded this year to include calculating and budgeting for various departments system wide.
  • Multiple time nominee for the quarterly “Mr. Fix It” award. Associates nominated for this award are said to be someone, “who is always willing to help out, fix an issue, work towards a resolution whether it is part of their daily grind or not”.

Education

Bachelors - IT Service Management

Missouri State University
Springfield, MO
05-2014

Skills

  • Ability to coordinate, collaborate, and lead teams on a global scale
  • Ability to bridge the gap between the technical and non-technical users and business groups
  • Project Management
  • Technical Troubleshooting
  • Experience on an E-Commerce platform
  • Customer service best practices/soft skills

Software

ServiceNow
ServiceNow- Dev Environment
JIRA
Remedy (Cerner)
TrackIt Ticketing System
MS Suite
MS Azure
JAMF

Timeline

Technical Operations Analyst- Operations

Siemens
04.2024 - Current

Desktop Support Team Lead

Expedia Group
07.2019 - 06.2021

Remote Technical Support

Expedia Group
05.2017 - 06.2019

Business Operations Analyst

Cerner
08.2014 - 04.2017

Bachelors - IT Service Management

Missouri State University

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Derek Rehagen