Derrick Cunningham
Fairburn,GA
Summary
Highly skilled Technical Customer Service professional with over 14 years of experience in providing exceptional customer support and technical assistance. Expertise in troubleshooting software, hardware, and network issues. Proven track record of resolving escalated technical problems and delivering customer satisfaction through effective communication and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Analyst - CS/VM-VCG Channel Management
Verizon PSO
04.2019 - 04.2024
- Provided Tier 3 support for Hum customers via email, managing escalations and complex issues
- Assisted Hum Tier 2 and Tier 1 with daily tasks, including order activations and device management
- Collaborated with Hum Engineering and application support teams to resolve technical issues and process Jira tickets
- Acted as a liaison between departments, supporting projects related to Hum product escalations and incomplete orders
- Delivered high-level customer service to ensure the satisfaction and retention of Verizon customers
Technical Analyst / Customer Service
Verizon Connect
09.2015 - 04.2019
- Served as one of the first agents providing technical support for Hum, assisting with account setups, troubleshooting, and technical issues using the Siebel database
- Supported Mercedes Mbrace and Ford systems by diagnosing network and application issues
- Address Hum Social Media Posts via Sprinklr for Facebook and YouTube
- Assisted customers in configuring data and voice products, providing guidance on network-related issues
- Regularly met KPIs in customer satisfaction by delivering effective first-call resolutions
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Verizon Universal Specialist Team
Verizon
12.2014 - 02.2015
- Managed and supported device inventory, ensuring real-time availability of demo equipment
- Led data product training sessions for employees, improving customer service and technical support competencies
- Played a key role in product testing and rollout of upcoming devices, enhancing the knowledge base for front-line employees
Technical Support Specialist
Verizon
10.2010 - 03.2013
- Provided Tier 2 technical support, troubleshooting mobile device issues and assisting with account management
- Supported billing and service inquiries, ensuring seamless resolution for customers' concerns
- Worked flexible hours across night, weekend, and holiday shifts.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
Technical Support Representative
CGS/LENOVO
03.2007 - 10.2010
- Diagnosed and resolved hardware and software issues for Lenovo laptops and desktops, using Root Cause Analysis for effective troubleshooting
- Assisted remote users with network issues, ensuring seamless device functionality
- Promoted to handle high-profile business accounts, including DOW, Lockheed Martin, and AstraZeneca
Education
Bachelor's Degree - Information Technology
01.2007
Associate's Degree - Applied Science in Electronics and Computer Technology
01.2005
Skills
- Technical Support & Troubleshooting
- Customer Service Excellence
- Hardware & Software Diagnostics
- Customer Management Soft Skills
- Troubleshooting via Sprinklr Social Media Platform
- Jira & NRB Style Ticket Management Systems
- Windows Operating Systems (XP, Vista, 7)
- Project Management & Collaboration
- Client Relationship Management
Timeline
Analyst - CS/VM-VCG Channel Management - Verizon PSO
04.2019 - 04.2024
Technical Analyst / Customer Service - Verizon Connect
09.2015 - 04.2019
Verizon Universal Specialist Team - Verizon
12.2014 - 02.2015
Technical Support Specialist - Verizon
10.2010 - 03.2013
Technical Support Representative - CGS/LENOVO
03.2007 - 10.2010
American Intercontinental University - Bachelor's Degree, Information Technology
DeVry University - Associate's Degree, Applied Science in Electronics and Computer Technology
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