Derrick Moore
Forkland,AL
Summary
Motivated and results-oriented System and Field Engineer with over 10 years of progressive experience spanning IT support, technical field service, and systems administration. Proven ability to troubleshoot and optimize complex electrical, mechanical, and networked systems in industrial and academic environments. Skilled in PLC systems, cloud technologies (AWS / Azure), and network administration, with hands-on experience supporting both hardware and software solutions. Recognized for improving system uptime, enhancing process efficiency, and delivering exceptional customer service. Committed to continuous learning and professional growth, with foundational knowledge in Python, C++, and C programming and a growing interest in cybersecurity, audit, and compliance. Target Roles: Technical Support Engineer • Project Engineer • IT Support Analyst • System Administrator • Entry-Level Cybersecurity / IT Audit & Compliance • Field Engineer
Overview
14
14
years of professional experience
1
1
Certification
Work History
Field Service Engineer II (QCS)
Honeywell International
01.2024 - Current
- Install, service, and repair advanced industrial systems and instrumentation.
- Diagnose and resolve complex electrical, mechanical, and PLC issues.
- Conduct preventive maintenance on hydraulic, pneumatic, and robotic systems.
- Document issues, recommend design improvements, and mentor junior technicians.
- Key Results: Reduced service resolution time by 30% and supported multi-million-dollar installations with zero rework.
IT Helpdesk IT Technician II
The University of Alabama
08.2022 - 12.2023
- Delivered Tier I–II technical support for hardware, software, and network connectivity across multiple university departments.
- Supported and managed accounts through Azure AD, DUO, and Cisco authentication systems; performed password resets and access controls.
- Created and updated tickets in Jira and internal service management systems; tracked issue resolution and ensured SLA compliance.
- Installed and configured new IT assets, performed updates, and maintained incident documentation for audit readiness.
- Authored end-user guides and provided training to enhance user independence and reduce recurring incidents.
- Key Results: Achieved 98% satisfaction across 1,000+ tickets; introduced workflow improvements that reduced issue resolution time by 25%.
Dispatcher/Vehicle Operator
The University of Alabama
05.2012 - 08.2022
- Served as the primary line of contact between Transportation Services and campus stakeholders, including students, faculty, staff, and guests.
- Dispatched drivers to designated routes and special service requests, ensuring timely and efficient campus transportation for thousands of students daily.
- Supported the installation and rollout of new transportation management software, including Passio-Go and AngelTrax, improving tracking accuracy and communication.
- Assisted with maintenance scheduling, vehicle inspections, and preventive upkeep to maintain service reliability and compliance with university standards.
- Provided exceptional customer service, resolving issues promptly and maintaining clear communication between drivers and dispatch operations.
- Key Results: Helped coordinate and sustain a safe, reliable, and efficient transportation system serving the University of Alabama community.
- Directed dispatching, routing, and tracking of fleet vehicles.
Customer Support Specialist
LiveOps Call Center
01.2015 - 07.2021
- Delivered customer and technical support to clients across diverse industries, including Intuit (TurboTax), Exact Sciences, B & B / VS, and Duke Energy (PNG).
- Handled high-volume inbound and outbound calls, assisting customers with software installations, billing inquiries, account access, and troubleshooting.
- Documented cases and escalations in client CRMs, following data security and compliance protocols.
- Utilized remote tools to diagnose and resolve issues efficiently while maintaining professional and empathetic communication.
- Maintained performance metrics in quality, call handling time, and customer satisfaction.
- Key Contribution: Strengthened technical troubleshooting, communication, and compliance awareness through support across finance, telecom, and retail client systems.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
Education
Master of Science - Cyber Security Engineering (In Progress)
Troy University
Troy, Alabama, ALABET BS - Electronics Engineering Technology
ECPI
Virginia Beach, Virginia06.2023
AS - Electrical and Electronics Technology
Shelton State Community College
Tuscaloosa, AL05.2010
Skills
- Data visualization with Power BI
- Electrical, SAP, Salesforce, Teamcenter, Microsoft Office Suite Hardware: PLCs, Digital Systems, Microcontrollers, Motor Drives, Sensors, Relays
- Programming: Beginner-level knowledge of Python, C, and C Networking: TCP/IP, DNS, DHCP, VPN, Network Security Operating Systems: Windows, macOS, Linux
CORE COMPETENCIES
- Technical Support & Troubleshooting - PLCs, Electrical Circuits, Controls
- Field Engineering & Preventive Maintenance - Root Cause / Failure Analysis
- IT Systems Administration & Helpdesk - Cloud Computing (AWS / Azure)
- Networking & Cybersecurity Fundamentals - Agile / Six Sigma Foundations
- Project Coordination & Documentation - CRM / ERP Tools (SAP, Salesforce)
Certification
- AWS Certified Cloud Practitioner
- Microsoft Azure Fundamentals (AZ900)
- Agile Foundations & Six Sigma White Belt
- Power BI & AutoCAD Certified
Timeline
Field Service Engineer II (QCS)
Honeywell International
01.2024 - Current
IT Helpdesk IT Technician II
The University of Alabama
08.2022 - 12.2023
Customer Support Specialist
LiveOps Call Center
01.2015 - 07.2021
Dispatcher/Vehicle Operator
The University of Alabama
05.2012 - 08.2022
Master of Science - Cyber Security Engineering (In Progress)
Troy University
ABET BS - Electronics Engineering Technology
ECPI
AS - Electrical and Electronics Technology
Shelton State Community College