Derek Eatmon

• Lead technical support operations for Dealer Image Pro, specializing in SaaS solutions for automotive industry clients.
• Managed daily operations to ensure smooth functioning of the support department.
• Developed and maintained relationships with customers to enhance customer satisfaction.
• Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
• Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
• Increased customer satisfaction scores with personalized support solutions tailored to individual needs.
• Managed approximately 30 incoming calls and emails per day from customers.

• Provided T1 and T2 level support via Email, Chat, and phone.
• Managed call flow and resolved technical issues courteously and promptly.
• Managed a team of 30 advisors.
• Performed weekly coaching with advisors to maintain CSAT's and KPI's.
• Utilized internal ticketing systems for issue tracking and resolution.
• Managed customer expectations to achieve high satisfaction levels.
• Stayed current with technology updates applicable to company products.

Managed account relationships and strategic planning.

• Improved business productivity for clients by 30% by re-engineering and designing infrastructures.
• Engineered architecture and infrastructure for 300 users.
• Translated business requirements into detailed architectural specifications, ensuring alignment with organizational objectives.
• Evaluated emerging technologies and made strategic recommendations for their incorporation into existing systems.
• Established clear performance metrics to track progress towards architectural goals, enabling continuous improvement efforts.
• Optimized system performance by identifying and resolving bottlenecks, improving overall efficiency and reliability.
• Conducted thorough risk assessments to mitigate potential vulnerabilities in system designs.
• Collaborated closely with cross-functional teams to deliver high-quality products on time and within budget.
• Collaborated with clients to determine project specifications and scope.
• Developed network and system architecture according to business needs.
• Reviewed clients' overall app and infrastructure estate, business priorities and success criteria to design transformation plans.

• Provided technical assistance for Army Signal systems and COMSEC devices.
• Provided technical assistance for Army Signal systems and COMSEC devices.
• Installed, operated, and maintained signal support systems.
• Coordinated communication capabilities with unit leaders.
• Implemented information security practices and ensured network compliance.
• Managed and supported 200 troops in radio and satellite communications.