Derek Russell
Knoxville,TN
Summary
Accomplished IT specialist with a strong twenty-year history of success in troubleshooting and implementing solutions for LAN/WAN networking, desktop support, and in-house training. Demonstrates exceptional proficiency in leveraging analytical and technical skills to solve complex problems. Specializes in Data Analysis, excels in agile methodologies, and is highly skilled in meticulous requirements documentation. Consistently delivers effective solutions that optimize operational efficiency and drive organizational success.
Overview
11
11
years of professional experience
Work History
IT Technician
Techmer PM
12.2021 - 10.2023
- Maintained office PCs, networks and mobile devices.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed troubleshooting and repaired peripheral devices such as printers, barcode printers and scanners.
- Configured systems according to prescribed software and hardware frameworks.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Specialist – Advanced Technical Support
TDS Telecom
05.2020 - 11.2021
- Acted as an escalation path from front-line advisors, ensuring seamless trouble resolution.
- Served as an escalation path for the Sales team, maintaining ownership of escalations and keeping Sales and customers updated throughout the resolution process.
- Conducted remote testing of lines, trunks, and other facilities.
- Implemented device configuration changes for voice, data, and video issues.
- Provided troubleshooting support and technical guidance for Field Services technicians.
- Offered ticket status updates for commercial customers and carriers.
- Completed customer callbacks upon successful resolution of issues.
- Assisted with troubleshooting in collaboration with the Advanced Technical Support team.
Principal Consultant
One More Byte Consulting
08.2015 - 03.2020
- Built strong relationships with clients, fostering long-term partnerships and repeat business.
- Evaluated business processes, identifying inefficiencies and recommending targeted improvements.
- Increased client satisfaction by providing tailored consulting solutions for their specific business needs.
- Maintained and enhanced infrastructure for multiple clients in the Knoxville area.
- Optimized performance through network and hardware equipment upgrades.
Consultant
Knox Networks
07.2013 - 08.2015
- Handled primary responsibilities for maintaining relationships with important clients.
- Performed troubleshooting to optimize performance of PCs, laptops, servers, and network equipment.
- Enhanced appearance and functionality of multiple websites for primary client.
- Contributed significantly to the successful adoption and integration of a new software package.
- Managed hardware procurement crucial to software operation.
- Delivered comprehensive hands-on training to support club management and staff through the transition process.
Systems Analyst
Infinite Computer Solutions
06.2012 - 05.2013
- Supervised a cross-functional team, consisting of developers and QA analysts, in developing and refining user stories and functional requirements for assigned projects.
- Ensured adherence to agile practices within the team.
- Monitored and documented team's advancement in completing user stories.
- Provided regular progress updates to the Project Steward.
- Ensured the accuracy and currency of documentation for all work delivered by the team.
- Maintained and prioritized user story backlog in collaboration with the Product Owner/Business Analyst.
- Provided training to a new team on the existing system, including a closed captioning package used with "non-linear" (video served on demand) content.
Education
MBA - Project Management
American InterContinental University
Schaumburg, IL05.2013
BBA -
American InterContinental University
Schaumburg, IL05.2011
Skills
- MySQL
- Analytical and Methodical
- Documentation Development
- Staff education and training
- Interpersonal Skills
- Database Management
- Collaborative Team Player
- System Configuration
- Organizational Skills
- Computer Diagnostics
- Microsoft Windows and Office
- System Administration
Timeline
IT Technician
Techmer PM
12.2021 - 10.2023
Specialist – Advanced Technical Support
TDS Telecom
05.2020 - 11.2021
Principal Consultant
One More Byte Consulting
08.2015 - 03.2020
Consultant
Knox Networks
07.2013 - 08.2015
Systems Analyst
Infinite Computer Solutions
06.2012 - 05.2013
MBA - Project Management
American InterContinental University
BBA -
American InterContinental University
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