Summary
Overview
Work History
Education
Skills
Timeline
Generic

Derek Wilson

Seattle,WA

Summary

Strategic, creative professional delivering first-time resolutions in fast-paced technical environments. Adept in system administration and demonstrating exceptional leadership. Spearheaded significant security enhancements, achieving a notable increase in system reliability. Skilled in technical solution development, my proactive approach and advanced troubleshooting abilities have driven IT governance improvements and optimized operational efficiency.

Overview

12
12
years of professional experience

Work History

System Administrator

Mojang Studios
01.2024 - 12.2024
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Drove continuous improvement of IT governance processes.
  • Planned and implemented upgrades to system hardware and software.
  • Managed onboarding and offboarding of employees.
  • Provisioned new software and hardware for use, following established security policies.

Network Support Engineer

Lululemon
03.2023 - 08.2023
  • Drafted post-mortem documentation analyzing instances of network system failures and detailing required repair and restoration efforts.
  • Diagnosed network problems involving combination of hardware, software, power and communications issues.
  • Provided faculty and staff with security software and network configuration support.
  • Monitored network hardware operations to evaluate proper configuration.
  • Documented support procedures, processes and solutions in centralized systems, enabling user self-service.

System Engineer

T-Mobile
11.2021 - 06.2023
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
  • Implemented networking and server changes to meet client budgets and needs.
  • Completed software updates and assessed security patches for optimized computer use.
  • Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.

System Analyst

Starbucks
05.2021 - 11.2021
  • Improved systems with addition of new features and infrastructure.
  • Assessed business requirements to create focused solutions.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Gathered requirements and performed gap analysis through design workshops with users.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Resolved problems, improved operations and provided exceptional service.

Operations Support Technician

PennyMac Financial Services
09.2020 - 12.2020
  • Maintained automated processing between systems, identified missing data and manually processed incomplete transactions.
  • Improved team output by improving processes to eliminate operational bottlenecks.
  • Documented correspondence with associated details and assigned follow-up work to staff members.
  • Researched database failures and collaborated with operations team to resolve problems.
  • Reviewed processing errors and helped track down root causes.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Technical Support Specialist

Omnitracs
09.2019 - 05.2020
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed high levels of call flow and responded to technical support needs.

Technical Support Supervisor

Aspira
09.2017 - 09.2019
  • Used ticketing systems to manage and process support actions and requests.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Developed effective improvement plans in alignment with goals and specifications.

Customer Care Representative

AmerisourceBergen
04.2017 - 09.2017
  • Logged call information and solutions provided into internal database.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions and orders.
  • Responded to customer needs through competent customer service and prompt problem-solving.

Technical Support Supervisor

Verizon
07.2012 - 12.2016
  • Analyzed and developed service goals for in-bound call center.
  • Tracked KPIs and created continuous improvement plans.
  • Developed and implemented training initiatives for new hires.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Monitored employee and customer interactions to assess quality of service.
  • Coached employees through day-to-day work and complex problems.

Education

Some College (No Degree) - IT Network Security

Everest College
Dallas

Skills

  • Technical solution development and documentation
  • Infrastructure upgrading
  • Program installations
  • Advanced troubleshooting
  • Asset management
  • Security protocols
  • Hardware/software upgrades
  • Cloud services

Timeline

System Administrator

Mojang Studios
01.2024 - 12.2024

Network Support Engineer

Lululemon
03.2023 - 08.2023

System Engineer

T-Mobile
11.2021 - 06.2023

System Analyst

Starbucks
05.2021 - 11.2021

Operations Support Technician

PennyMac Financial Services
09.2020 - 12.2020

Technical Support Specialist

Omnitracs
09.2019 - 05.2020

Technical Support Supervisor

Aspira
09.2017 - 09.2019

Customer Care Representative

AmerisourceBergen
04.2017 - 09.2017

Technical Support Supervisor

Verizon
07.2012 - 12.2016

Some College (No Degree) - IT Network Security

Everest College

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Derek Wilson