Derrick Carswell II
Duluth,USA
Summary
IT professional with hands‑on experience supporting enterprise networks through LAN/WAN troubleshooting, VPN connectivity, VoIP systems, and identity/access management. Skilled in analyzing firewall and event logs, diagnosing network‑related performance issues, and supporting cloud‑based environments using Azure AD and Azure fundamentals. Strong foundation in networking concepts (TCP/IP, DNS, DHCP, routing/switching) backed by A+, Network+, Security+, and AZ‑900 certifications. Known for rapid problem resolution, clear communication, and reliability in high‑volume support environments. Actively pursuing a Network Engineer role to apply technical troubleshooting, security awareness, and infrastructure knowledge in a more advanced networking capacity.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Wheels Inc
Alpharetta, GA
10.2023 - Current
- Troubleshoot and resolve application, VPN, hardware, and software issues, including driver and firmware updates. Manage and prioritize tickets within an enterprise ticketing system; triage incidents and escalate P1/P2 issues appropriately.
- Serve as the first point of contact for all IT issues, handling help desk calls, email requests, and walk-ups.
- Create and maintain knowledge base articles to streamline resolution of recurring issues.
- Analyze firewall and event logs, research error codes, and perform root-cause troubleshooting for complex technical problems.
- Administer IAM functions using Azure AD and Active Directory, including account provisioning, deprovisioning, and access management.
- Collaborate with auditors to ensure adherence to Zero Trust security principles and report unusual network activity.
- Educate end users on phishing awareness, security best practices, and proper incident-handling protocols.
- Partner with Deskside Support to diagnose and resolve hardware and peripheral issues, including advanced printer troubleshooting.
- Utilize SCCM to deploy and manage software packages; use Lansweeper for asset management, OS tracking, warranty checks, and device status.
- Provide remote support via RDP, Splashtop, and other remote tools to resolve a wide range of technical issues.
- Train and onboard new Service Desk team members to ensure consistent knowledge and smooth role transition.
Customer Service Representative
American Honda Finance Corp
Alpharetta, GA
03.2021 - 10.2023
- Assisted customers with managing auto-finance accounts, including payments, extensions, and deferrals, while delivering a high-quality service experience. Handled inbound calls, resolved account issues, and escalated major incidents through the ticketing system.
- Trained new employees and participated in call-coaching sessions to improve service delivery and consistency.
- Managed support tickets, contributed to office culture initiatives, and participated in team meetings.
- Utilized systems such as CASS, Microsoft Office, and internal Knowledge Base tools to efficiently resolve customer inquiries.
- Consistently met and exceeded performance metrics, including calls per hour, after-call work time, and case completion rate.
Help Desk Support Specialist
Claritytel
Stone Mountain, GA
03.2020 - 05.2021
- Provided frontline technical support for VoIP systems, assisting users with virtual phone configuration, connectivity issues, and client-side software troubleshooting. Installed and configured VoIP phone clients for new customers, ensuring proper network settings, authentication, and integration with existing infrastructure.
- Diagnosed call-quality and connection problems by assessing network behavior, latency, and client performance, escalating service-impacting incidents to the networking team.
- Logged and tracked incidents through a proprietary ticketing system, maintaining accurate documentation aligned with ITIL-style workflows.
- Supported users with questions related to VoIP features, service functionality, and best practices, reinforcing strong communication and technical-support skills.
Education
Bachelor - Exercise Science and Wellness Promotion
Georgia Gwinnett College
Lawrenceville, GA12-2020
Skills
- Networking Fundamentals
- Network Security
- Azure Cloud Networking
- IAM
- LAN/WAN Troubleshooting
- VPN & VoIP Support
- ITIL Incident Management
- Hardware/Software Diagnostics
- Network troubleshooting
- Incident management
- Remote technical support
- System administration
Certification
- CompTIA — Security+ Certification April 2026 - exp. April 2029
- CompTIA — Network+ Certification November 2025 - exp. April 2029
- CompTIA — A+ Certification July 2023 - exp. April 2029
- Microsoft — AZ900 - Microsoft Certified: Azure Fundamentals January 2025 - no expiration
Timeline
Service Desk Analyst
Wheels Inc
10.2023 - Current
Customer Service Representative
American Honda Finance Corp
03.2021 - 10.2023
Help Desk Support Specialist
Claritytel
03.2020 - 05.2021
Bachelor - Exercise Science and Wellness Promotion
Georgia Gwinnett College