Derion Morgan
Las Vegas
Summary
Multi-tasking platform specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing several years of experience in technology.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Platform Support Specialist
Boomtown
Remote
07.2021 - Current
- Assist with testing platform functionality and test new updates that will be implemented to platform.
- Logging bugs found in platform by creating a ticket in jira for fix to be made.
- Assist partners and Employees with questions on how to use platform and assist with error or issues they have when using platform.
- As well as assist with setting up new accounts, backend provisioning, checking servers, reviewing feature updates, and trainings on how to use platform and setup platform for partner use.
- As well as work directly with our engineering team to test updates made to platform code and assist our product team with identifying features that will be beneficial, updating dashboards, and assist with presentations with new companies looking to purchase our service.
- As well as creating and maintaining our knowledge base with articles on how to use our software, what our software offers, and information on what additional options we have available by using our company.
- Logging defects and assist developers with debugging and root-cause analysis.
- Performing User Acceptance manual Testing and/or manual Regression testing.
- Managing Git branches and maintaining environments.
- Identifying and documenting flaws/weaknesses in software, as well as designing, creating and implementing test plans.
- Leveraging test rail for testing core platform functionality.
Assistant Manager
Cinemark
Fort Worth
03.2023 - 05.2025
- Assist in the overall operation of the theatre and ensure policies and procedures are being followed and operational standards are achieved.
- Train new hires on how to properly execute workday for the position worked.
- Assist with hiring new team members.
- Verify time cards and continue day to day work as a workday admin.
- Host Manager meetings/Employee meetings.
- Assist with inventory counts, purchasing of TCA products. Order alcohol for full service bar, Assist with Maintenance and TTA work.
Manager
AMC Theatres
Highland Village
09.2024 - 03.2025
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Senior Assistant Manager
Cinemark
Fort Worth
05.2024 - 09.2024
- Follows the direction of the General Manager
- Supports the General Manager's decisions in communication with the Team Members
- Responsible for working in all departments and all theatre job functions
- Acts as the 'Manager On Duty' in the General Manager's absence
- Trains and coaches Team Members in their specific job functions
- Assists in the preparation of administrative and special reports for the General Manager
- Assists the General Manager with monthly inventories and product orders
- Observes and participates in the inspection of the theatre building, parking lot, landscaping, Cinemark property, roof and exterior signage, and equipment condition
- Reports the need for building, property, and equipment repairs to the General Manager
Technical Support Representative/Technical Resource
Boomtown
Tempe
12.2019 - 07.2021
- Answer calls for customers experiencing technical issue with their Online Virtual Terminal, Credit Card Reader, Ledger Software, and Printers.
- Troubleshoot to find the specific issue and resolve the error or multiple errors causing the point of sale device to not function in the proper manner.
- Create scripts to post information to a companies ledger, download point of sale software to take payments and have customer info held in system.
- Advise best practice to run point of sale device, walk customer through how to use point of sale device.
- As well as with taking calls I answer chats, emails, text messages and any call back requests that we may receive.
- I am working as a technical resource for the department.
- As a technical resource any questions about processes, information on devices and approvals on escalation issues as well as walking through troubleshooting for all employees in the department.
Operations Lead
Kohl's
Phoenix
09.2019 - 01.2021
- Assist with the day to day operations of the store, fulfill orders that come in online.
- Train new hires how to work customer service, register, how to pick units for online orders, how to pack orders and how to ship orders accordingly.
- As well as I managed a team of 5 members of omni which was our online order and shipping hub.
- As well as organizing the store and merchandising products and new products that are sent.
Customer Service Advocate/ Authorizations Specialist
American Home Shield/ OneGuard
Phoenix
03.2019 - 12.2019
- Answer calls from customers in need of service for covered items in contract, for both residential and business properties.
- As well creating work orders to make sure the customers items in contract are functioning correctly and or be repaired if needed.
- In authorization's, receive call from contractors and customers to go over coverage and what needs to be repaired.
- Take escalated calls and retention calls, as well as find new contractors and customers.
Sales Lead
Sunglass Hut
Anthem
09.2018 - 09.2019
- Clean sunglasses, sell glasses, care kits as well as perform with high expectations and with extreme accuracy.
- Run reports, oversee associates, open and close the store, train new hires, meet sales goal, process shipment.
- As well as create work productivity plans for employees to help work on any skill they may be struggling on.
Cross trained supervisor
Freddy's Frozen Custard & Steakburgers
Anthem
11.2017 - 07.2019
- Trained new hires on best practices on hotline or cold line as well as trained them on how to accurately accomplish the tasks required.
- Count tills, and follow closing procedures, and assist employees with backing up at their station if needed.
Education
High school -
Skills
Management and administration
Technical support and troubleshooting
- Customer service and relations
- Networking and VPN
- Microsoft Office Suite
- Linux and iOS
- Android development
- Technical writing and documentation
- TCP/IP networking
- Version control with GitHub and GitLab
- Project management with Jira
- Database management with MySQL
- Point of sale (POS) systems
- Salesforce CRM solutions
- ServiceNow platform expertise
Certification
- Driver's License
- ServSafe
- TABC Certified
- Food Handler Certification
Additional Information
Microsoft Office, Word, Outlook, PowerPoint, Libra Office, Windows OS, Apple OS, Linux OS, Scripting, Onboarding
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Manager
AMC Theatres
09.2024 - 03.2025
Senior Assistant Manager
Cinemark
05.2024 - 09.2024
Assistant Manager
Cinemark
03.2023 - 05.2025
Platform Support Specialist
Boomtown
07.2021 - Current
Technical Support Representative/Technical Resource
Boomtown
12.2019 - 07.2021
Operations Lead
Kohl's
09.2019 - 01.2021
Customer Service Advocate/ Authorizations Specialist
American Home Shield/ OneGuard
03.2019 - 12.2019
Sales Lead
Sunglass Hut
09.2018 - 09.2019
Cross trained supervisor
Freddy's Frozen Custard & Steakburgers
11.2017 - 07.2019
High school -
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