Derek Washington-Clark
Boston,MA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
24
24
years of professional experience
Work History
IT Helpdesk Customer Support Specialist
Department Of Public Health
10.2021 - Current
- Provide level 1 help desk customer support to assist licensee's using BHPL eLicensing application to apply for / renew health profession licenses.
- Triage incoming issues to determine appropriate actions (immediate resolution, escalation, etc.)
- Utilize internal ticketing system.
- Communicate, and enforce system standards as necessary.
- Simulate and troubleshoot user problems.
- Train other state staff in operation of the Help Desk as needed.
- Ensure Help Desk phone is not left unattended.
- Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staffon the changes.
- Participated in daily team standup meetings.
- Perform other duties related the eLicensing helpdesk.
Member Service Specialist (Manager)
Alegeus
12.2017 - 10.2021
- Calculated correct hourly totals, updated accounts, and maintained detailed records for inventory management.
- Implemented and developed customer service training processes.
- Recommended, selected and helped locate and obtain out-of-stock product based information regarding customer requests.
- Created and maintained detailed database to develop plans for daily team task.
- Participated actively in continuous improvement initiatives that bolstered member satisfaction and increased overall team performance.
- Delivered prompt service to prioritize customer needs.
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
Customer Service Manager
Granite Telecommunications
08.2000 - 07.2017
- Communicate issues to other Granite departments by opening trouble tickets into the company database.
- Modified customer's information in Cornerstone / Sales force.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed senior-level personnel working in marketing and sales capacities.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Completed all required courses in Granite University.
- Trained team how to work as a liaison for Verizon, BellSouth, QWest, and other telecommunication providers.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Education
Associate of Science - Computer Networking And Telecommunications
Roxbury Community College
Boston, MA08.1999
No Degree - Computer Networking And Telecommunications
Wentworth Institute of Technology
Boston, MA08.1998
High School Diploma -
Dorchester High School
Dorchester, MA06.1997
Skills
- Customer Service
- Management
- IT Support
- Telecommunications
- Critiquing, Training, & Developing
- Problem Solving,
- Complaint Resolution
- Healthcare Protocol's (BCBS, MASSHEALTH)
- Security Certification
- Service Now Ticketing application
- eLX eLicensing System
- Application support
- Microsoft Excel
- Support Services
- Technical Support
- Database Management
- Building rapport
- Hardware Configuration
- Staff Training
- Call center experience
- Staff education and training
- Customer Response
- Computer Proficiency
- Active Listening
- Quality Assurance
Timeline
IT Helpdesk Customer Support Specialist
Department Of Public Health
10.2021 - Current
Member Service Specialist (Manager)
Alegeus
12.2017 - 10.2021
Customer Service Manager
Granite Telecommunications
08.2000 - 07.2017
Associate of Science - Computer Networking And Telecommunications
Roxbury Community College
No Degree - Computer Networking And Telecommunications
Wentworth Institute of Technology
High School Diploma -
Dorchester High School