Derek Jordan
Norton
Summary
Dynamic IT Support Engineer with proven success at New Era, leveraging expertise in Microsoft Office and proactive problem-solving to enhance user satisfaction. Recognized for optimizing processes and driving significant improvements in customer service, consistently exceeding performance metrics while delivering effective end-user support and managing L2 escalations.
Overview
17
17
years of professional experience
Work History
Level 2 IT Support Engineer
New Era
West Chester
05.2023 - 03.2025
- Performed routine maintenance tasks such as patching, software updates and security scans.
- Collaborated with developers to resolve recurrent faults.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Collaborated with teams to solve technical customer problems across product suites.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
Sales Manager
The Expedite Company
09.2023 - 04.2024
- Managed customer accounts and customer relationships
- Fulfilled customer needs based on a holistic approach to transportation
- Pricing Manager
- Inbound and outbound sales.
Sales Account Manager
FedEx Custom Critical
Uniontown
10.2017 - 04.2023
- Managed customer accounts and customer relationships
- Fulfilled customer needs based on a holistic approach to transportation
- Pricing Manager
- Inbound and outbound sales
- Established long-lasting relationships with customers to maintain high retention and satisfaction
- Optimized strategies to reach target consumers and meet demand
- Forecasted sales and established processes to achieve sales objectives and related metrics
- Rookie of the year recipient
- Millionaire Club
- Achievers Club
- In charge of making sure Bolt Express's IAC program meets or exceeds the TSA's Safety Security Program standards by maintaining all shipping documents, carrier compliance, and government websites
Corporate Airfreight Manager
Bolt Express LLC
US
07.2012 - 06.2016
General Motors Account Manager
Panther Transportation
US
08.2011 - 06.2012
Senior Agent
Panther Transportation
Rancho Cordova
05.2010 - 08.2011
- Calculated as well as delegated price points based on market conditions to floor
- Carrier Relations- Maintained as well as added carriers to the network based on need and pricing
- Reporting- Month to Month performance updates or as needed Delegation to customer service team of 8 members regarding everything air forwarding as well as training
- Turned a $600k/yr program into 1.9 Million/yr Air
- Carrier Relations- Negotiated, added, and worked with air carriers to negotiate and maintain ongoing relationships
- Account Retention- One call solution for all customer needs., Calculating costs/routing and bidding via online format
- Since taking over the account I was able to turn a meager 2% profit into a month over month 15-20% profit while moving the account into second highest grossing provider out of the 25
- Delegation- Properly delegating tasks to our track and trace team to ensure on time performance is achieved
- Negotiating- Working with local cartage agents to reduce costs and ultimately increasing the company's bottom line and capture rate Carrier
- Excellence- Monitoring account tier status through excel to make sure the service we provide meets the online companies goals
- Continually perform month over month as one of the top performers in the airfreight division
- For the automotive campaign with the main roll of internet bidding for Ford, and Chrysler group
- Driver Management- Coordinate driver with awarded shipment, maintain on time performance as well as address any issues that may have arisen from start to finish of shipment
Customer Service Professional
Panther II Expedite
US
11.2007 - 05.2010
Education
High School Diploma -
Medina High School
Medina05.2002
Skills
- Microsoft Office
- Project management
- Proactive
- End user support
- L2 Escalation
- Active directory
- Okta 2FA
- Ring Central
Timeline
Sales Manager
The Expedite Company
09.2023 - 04.2024
Level 2 IT Support Engineer
New Era
05.2023 - 03.2025
Sales Account Manager
FedEx Custom Critical
10.2017 - 04.2023
Corporate Airfreight Manager
Bolt Express LLC
07.2012 - 06.2016
General Motors Account Manager
Panther Transportation
08.2011 - 06.2012
Senior Agent
Panther Transportation
05.2010 - 08.2011
Customer Service Professional
Panther II Expedite
11.2007 - 05.2010
High School Diploma -
Medina High School
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