Derick Kellstrom
Moncks Corner,SC
Summary
Adept at technical troubleshooting and problem-solving, I significantly enhanced IT efficiency at the College of Charleston. Leveraging skills in Cisco routing and adaptive teamwork, I mastered schedule coordination and improved system security, achieving a notable increase in customer satisfaction rates.
Overview
16
16
years of professional experience
Work History
IT Service Desk Technician
College of Charleston
Charleston, SC
02.2021 - Current
- Assisted customers with various technical issues via email, live chat, and telephone
- Used remote login tools to assist clients with technical issues
- Served as the first point of contact for incoming technical service calls and emails
- Stay abreast of the latest software developments to enhance job knowledge
- Kept customers informed about issue resolution progress and provided updated estimated resolution times on an ongoing basis
- Maintained records, logs, and lifecycle documentation of work requests
- Devised incisive workarounds and resolutions for IT-related problems
- Removed malware and viruses from laptops and desktop systems using specialized software
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Contributed to the knowledge base by creating new articles and flagging and fixing existing articles
- Trained new hires in help desk procedures, software tools, and customer service best practices
- Supervised and mentored the second shift when the team lead was out
- Managed escalations and resolved complex technical problems, acting as the primary point of contact for critical incidents when needed
IT Support Specialist
AlphaMED Technologies
Charleston, SC
09.2021 - 10.2021
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel
- Assisted customers with various types of technical issues via email, live chat, and telephone
- Updated software versions with patches and new installations to close security loopholes and protect users
- Reviewed current hardware and software configurations and recommended modifications to increase system speed
- Implemented system security and data assurance software
- Supported new infrastructure planning and deployment to meet organizational expectations
- Adhered to internal IT policies on user credentialing to support access management of digital assets
- Installed and supported desktop software titles and add-ons
Help Desk Intern/Work Study Student
Trident Technical College
North Charleston, SC
08.2019 - 05.2020
- Responded to support tickets within 24 hours to improve customer service
- Documented repair processes and helped streamline procedures for future technical support actions
- Assisted end-users with software and hardware troubleshooting to determine the causes of system malfunction
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions
- Updated software versions with patches and new installations to close security loopholes and protect users
- Installed, mapped, and configured USB and network-based Lexmark printers and scanners, resetting default device passwords to prevent cyber-attacks
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Disassembled computer systems to troubleshoot and resolve hardware issues on Dell computers, monitors, and laptops
- Removed malware and viruses from laptops and desktop systems using specialized software
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
Commercial Pest Control Technician
Terminix Services Inc.
Charleston, SC
05.2014 - 09.2018
- Manage routes and schedules and organize tickets to ensure top-level productivity is accomplished
- Delivered exceptional service to each customer by listening to concerns and answering questions
- Quickly responded to customer phone calls and emails to maximize service and improve retention rates
- Suggested natural pesticides to eliminate less harmful pests, including pantry moths, fruit flies, and stink bugs
- Followed all company protocols when applying pesticides inside and outside structures
- Met with customers at their residences and places of business to check on pest and rodent situations
- Attended workshops and seminars hosted by the employer to keep current on methods regarding pest control
- Checked all areas of structures to determine the damage and provided key information to the customer
- Maintained knowledge and adhered to state rules and regulations
- Determined which method of elimination would be the most effective depending upon the type of pest and degree of infestation
Termite and Pest Control Technician
Orkin Pest Control
North Charleston, SC
02.2013 - 12.2013
- Utilized appropriate protective gear and equipment during application
- Met with customers at their residences and places of business to check on pest and rodent situations
- Determined which method of elimination would be the most effective depending upon the type of pest and degree of infestation
- Suggested natural pesticides that would eliminate less harmful pests including pantry moths, fruit flies and stink bugs
- Strictly adhered to all safety procedures when applying pesticides to reduce exposure to people and animals
- Maintained knowledge and adhered to state rules and regulations
- Fostered customer safety by cleaning and removing pesticides after application
- Inspected homes for termites for free to increase company exposure and business leads
- Quickly responded to customer phone calls and emails in an effort to maximize service and improve rates of retention
- Measured dimensions of areas requiring treatment
- Checked all areas of structures to determine the damage and provided key information to the customer
- Detailed every job in a well-written report, pointing out sanitation and structural issues that could result in pest activity
Chef De Partie
Mills House Hotel
Charleston, SC
08.2009 - 02.2013
- Collaborated with front of house manager to coordinate marketing, special events and menu changes
- Created exciting dishes at competitive prices to attract clientele and increase revenue
- Trained kitchen workers on culinary techniques to increase productivity and boost workflow
- Plated completed foods paying special attention to overall presentation and necessary garnishes
- Partnered with executive chef to create dynamic entrees for large banquets and special events
Education
Associate of Applied Science - Cybersecurity
Trident Technical College
Charleston, SC08.2020
Associate of Applied Science - Network Systems Management
Trident Technical College
Charleston, SC05.2020
Certificate in Applied Science - Certificate in Network Security
Trident Technical College
Charleston, SC08.2020
High School Diploma -
Stratford High School
Goose Creek, SC06.1996
Bachelor of Science - Cyber Security
Charleston Southern University
Charleston, SCSkills
- Problem-solving
- Technical troubleshooting
- Schedule Mastery
- Adaptive team player
- Networking and network design
- Cisco routing and switching
- Technical support services
- Communicating with clients
- Protecting networks
- Problem resolution
- Organization
- Administrative support
- Encryption
- Monitoring computer viruses
References
Available upon Request
Career Accomplishments
- Team member of Connie Award-winning hotel 2005
- PGA Hall of Fame induction catering team member (2004, 2005, 2006)
- March 2010 and November 2010 Department Employee of the Month (Mills House Hotel)
- November 2010 Runner up Employee of the Month (Mills House Hotel)
Timeline
IT Support Specialist
AlphaMED Technologies
09.2021 - 10.2021
IT Service Desk Technician
College of Charleston
02.2021 - Current
Help Desk Intern/Work Study Student
Trident Technical College
08.2019 - 05.2020
Commercial Pest Control Technician
Terminix Services Inc.
05.2014 - 09.2018
Termite and Pest Control Technician
Orkin Pest Control
02.2013 - 12.2013
Chef De Partie
Mills House Hotel
08.2009 - 02.2013
Associate of Applied Science - Cybersecurity
Trident Technical College
Associate of Applied Science - Network Systems Management
Trident Technical College
Certificate in Applied Science - Certificate in Network Security
Trident Technical College
High School Diploma -
Stratford High School
Bachelor of Science - Cyber Security
Charleston Southern University
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