Derrick Gibbs
Summary
Experienced IT Service Desk / Technical Support Professional with 20 years in telecommunications and IT environments. Expertise in troubleshooting, incident management, identity and access management, and end-user support. Knowledgeable in ServiceNow, Active Directory, VPN connectivity, Microsoft 365, and remote support tools. Effectively diagnoses technical issues and collaborates with cross-functional teams to deliver efficient IT solutions and outstanding customer support.
Overview
18
18
years of professional experience
Work History
IT Service Desk III-Lead
DCA
12.2022 - Current
- Served as highest escalation point for service desk issues, ensuring swift resolutions and minimizing downtime.
- Acted as technical mentor for junior analysts, enhancing skills and knowledge.
- Functioned as liaison between IT teams, facilitating collaboration across infrastructure, security, and applications.
- Implemented process and performance improvements, optimizing service delivery and enhancing user satisfaction.
- Managed ticket queues and SLA performance to meet organizational standards.
- Resolved tier III incidents involving servers, network, identity systems, and enterprise applications.
- Performed root cause analysis on recurring issues to prevent future occurrences.
- Created and maintained documentation and knowledge base articles for reference.
IT Service Desk Analyst II
SAIA
07.2022 - 11.2022
- Provided Tier 2 technical support for enterprise users by diagnosing and resolving escalated hardware, software, and network issues.
- Resolved incidents and service requests through ServiceNow and Remedy, meeting SLA performance targets.
- Supported Microsoft 365, Outlook, and Exchange environments, including mailbox configuration and email troubleshooting.
- Managed Active Directory user accounts, permissions, and group policy updates to enhance secure system access for enterprise users.
- Assisted users with VPN connectivity, Citrix access, and remote desktop support for remote workforce operations.
- Installed and configured desktops, laptops, printers, and peripheral hardware.
- Provided guidance and technical support to Tier 1 Service Desk analysts, enhancing their troubleshooting capabilities.
- Documented troubleshooting procedures and created knowledge base articles, improving service desk efficiency and user support.
IT Service Desk Analyst
TD Bank
06.2020 - 06.2022
- Logged and managed incidents using ServiceNow ticketing system, ensuring accurate documentation and facilitating timely resolutions.
- Performed Level 1 and Level 2 troubleshooting, resolving technical issues or escalating to Level 3 support teams following ITIL incident management procedures.
- Identified root causes of service disruptions and implemented solutions to minimize downtime and enhance operational continuity.
- Documented incidents with supporting screenshots and error logs to assist escalation teams in achieving faster resolutions.
- Provided remote technical support using remote access tools to diagnose and resolve user issues.
- Assisted users with VPN connectivity, internet access, and remote access troubleshooting.
- Responded to incoming phone calls, emails, and instant messages to provide first-line troubleshooting, incident diagnosis, and service request support.
- Monitored and managed multiple Outlook support mailboxes, prioritizing and responding to service requests.
- Administered RSA Authentication Manager database, managing token assignments and user authentication for secure VPN access.
Identity and Access Management
BlueCross BlueShield
09.2019 - 12.2019
- Collaborated with project teams to implement IAM policies within the Access & Identity Management (AIM) platform, reinforcing adherence to organizational security standards.
- Championed continuous improvement of IAM processes, controls, and communication strategies for access policies among cross-functional stakeholders, enhancing overall compliance effectiveness.
- Led initiatives to enhance role-based access control (RBAC) processes, improving role governance and access consistency across enterprise systems.
- Partnered with project teams to design, implement, and manage business roles within the IAM/AIM solution, supporting scalable and secure access management.
- Developed and implemented performance metrics and reporting for user access attestations, improving visibility into compliance and certification processes.
- Coordinated with internal teams to ensure IAM project milestones and deliverables remained on schedule, supporting successful project execution.
- Worked closely with Business Unit Information Security Officers (BUISOs), system owners, and IAM teams to address audit findings, regulatory requirements, and compliance remediation activities.
- Ensured alignment of access management processes with security policies, regulatory standards, and internal controls, supporting governance initiatives.
IT Help Desk Analyst
UNISYS
04.2018 - 08.2019
- Provided Tier 1 / Tier 2 technical support for multiple client environments, resolving incidents and service requests via phone, email, and chat.
- Provided remote technical support to end users across various organizations, ensuring effective resolution of issues using remote access tools.
- Diagnosed and resolved issues related to VPN connectivity, network access, Windows systems, email, and business applications.
- Conducted initial troubleshooting, root cause analysis, and issue resolution, escalating complex incidents to Tier 3 engineering teams for timely resolution.
- Logged, tracked, and managed support tickets using ServiceNow, ensuring accurate documentation and SLA compliance.
- Managed shared Outlook support mailboxes, responding to client service requests and prioritizing tickets to enhance response efficiency.
- Attached screenshots, logs, and diagnostic information to tickets to assist engineering teams with faster resolution.
- Administered RSA Authentication Manager, managing token assignments and secure authentication for VPN remote access.
- Followed ITIL-based incident, problem, and request management processes to maintain service quality and meet client SLAs.
- Contributed to maintaining high customer satisfaction and service delivery standards in a fast-paced MSP environment.
Mgr Tech Support Analysis Ntwk
AT&T
11.2007 - 12.2017
- Administered Network Change Requests (CRs) for mission-critical network infrastructure, ensuring proper scope, approvals, and Methods of Procedure (MOP) documentation.
- Tracked and managed planned work in Change Management (CM) system, coordinating with internal teams, vendors, AT&T partners to ensure timely execution of network changes.
- Maintained CM processes and rule sets to ensure proper authorization for network changes.
- Reviewed MOPs for completeness and compliance with operational standards, contributing to reduced risk of network disruptions.
- Participated in Root Cause Analysis (RCA) investigations related to network outages.
- Generated Change Request reports to identify scheduling conflicts, coordinating resolutions with technicians and engineers to maintain operational efficiency.
- Communicated change status and CM policies to stakeholders, leadership, and customers.
- Managed vendor coordination and hosted daily operational review calls
- Researched network elements in Centralized Ticketing Systems (CTS) and CM tools to maintain accurate records.
- Partnered with NIS teams to resolve CM tool issues and support enhancement requests.
Skills
- Citrix and Active Directory
- Access management
- ServiceNow and Remedy
- Troubleshooting and VPN
- Cisco networking
- Microsoft 365 applications
- Microsoft Exchange and Intune
- Remote desktop solutions
- AS400 systems
- Windows 10/11 support
- Technical support
- Azure AD / Entra ID
- ITIL methodologies
- Jira experience
- End user support strategies
- Multi-factor authentication
- CyberArk
- Okta
Timeline
IT Service Desk III-Lead
DCA
12.2022 - Current
IT Service Desk Analyst II
SAIA
07.2022 - 11.2022
IT Service Desk Analyst
TD Bank
06.2020 - 06.2022
Identity and Access Management
BlueCross BlueShield
09.2019 - 12.2019
IT Help Desk Analyst
UNISYS
04.2018 - 08.2019
Mgr Tech Support Analysis Ntwk
AT&T
11.2007 - 12.2017