Derrick Myers
Philadelphia,PA
Summary
Highly motivated technical support specialist with 10+ years of experience in troubleshooting, customer service, and technical project management. Proven expertise in resolving complex hardware and software issues, with a focus on customer satisfaction. Seeking growth opportunities in a dynamic technical support environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Temple University Kornberg School of Dentistry
05.2023 - Current
- Provide daily technical support for faculty, employees, and students by troubleshooting equipment including AV systems, workstations, and printers, minimizing disruptions to academic activities.
- Maintain the operation of lecture halls and digital labs through daily setup and testing of projectors, sound systems, and other technical equipment.
- Manage and resolve requests in the BMC ticketing system by providing high-quality technical support electronically, by phone, or in person.
- Monitor network performance, including Wi-Fi, VPN, and other connectivity solutions, ensuring optimal operation.
- Maintain Active Directory, ensuring system security and user access management.
- Oversee IT inventory, managing stock levels, distributing, loaning, and returning computers and equipment.- Install, configure, support, and update software and hardware, including printers.
- Lead IT projects, such as system upgrades, software implementations, and network designs, from planning to execution.
- Document processes and perform diagnostic tests to establish best practices for preventing recurring issues.
- Train and supervise student workers assisting with IT tasks, equipping them to support the dental community effectively.
- Implement and enforce IT security policies, ensuring compliance with regulatory requirements.
- Train end-users on hardware and software, providing individual support and conducting training sessions.
- Stay up-to-date with advancements in IT support and ensure best practices are followed.
- Manage the Helix/Remedy Ticket System as a lead administrator for the school.
- Coordinate and manage AV support for lecture halls, conference rooms, and breakout rooms, ensuring smooth academic operations.
- Provide executive-level IT support, manage sensitive equipment, and collaborate with third-party vendors.
- Assist with clinical management systems and basic clinical system maintenance, managing user access levels.
- Play a key role in ensuring IT operations during staff shortages and help desk coverage.
Overnight Technician
Xenial
10.2019 - 05.2023
- Provided telephone, email, and SMS support for critical issues related to Linux and Windows-based Point of Sale (POS) systems, Speed of Service, and Digital Menu Board systems.
- Diagnosed and resolved technical problems with user-friendly explanations for non-technical clients.
- Configured hardware, software, and networks for new POS installations.
- Documented and established best practices for technical support procedures.
- Trained and supported staff on systems and standards.
Hardware Technician
Xenial
07.2017 - 10.2019
- Resolved 25-30 daily tickets regarding hardware issues, including network connectivity, configuration, and device setup.
- Utilized Linux Terminal for system installations and configurations.
- Managed support calls and tracked issues through Salesforce ticketing system.
Customer Service Representative
Xenial
02.2017 - 07.2017
- Assisted customers with minor technical issues and escalated complex cases, handling 30-40 customer inquiries daily.
Xfinity Home Security Specialist
Support.com
03.2015 - 02.2017
- Provided technical support for Xfinity Home Security products, managing 50-60 customer calls daily and maintaining 90% positive customer feedback.
Lead Xfinity Internet Support Technician
Support.com
02.2014 - 03.2015
- Troubleshot network and connectivity issues for Microsoft and Apple devices, assisting fellow technicians with escalated issues.
Head Confirmer of Consumer and Medical Studies
Focus Point Global
05.2013 - 02.2014
- Worked closely with Project Managers to confirm participants for focus groups and market studies, delegating tasks and managing timelines.
Recruiter
Focus Point Global
03.2013 - 05.2013
- Recruited participants for consumer and medical studies.
Education
Coursework toward Bachelor's Degree in Computer Science -
Drexel University
05.2010
High School Diploma -
Central High School
05.2008
Skills
- Database Systems: MySQL
- Ticketing Systems: Salesforce, Einstein, BMC
- Directory Services: Active Directory, OpenLDAP
- Web Development: HTML, CSS
- Network Devices: Firewalls, Routers, Switches
- Network Services: DHCP, Port Forwarding, SSH
- Operating Systems: Windows (XP, Vista, 7, 8, 10), Linux (Ubuntu), Mac OS
- Scripting: Powershell, Bash
Certification
Google IT Professional Certificate, https://www.coursera.org/account/accomplishments/specialization/certificate/QUKS5M5JXNJY
Awards
- 2021, Award for Merit and Accountability, Xenial
- 2020, Award for Merit and Accountability, Xenial
Timeline
IT Support Specialist
Temple University Kornberg School of Dentistry
05.2023 - Current
Overnight Technician
Xenial
10.2019 - 05.2023
Hardware Technician
Xenial
07.2017 - 10.2019
Customer Service Representative
Xenial
02.2017 - 07.2017
Xfinity Home Security Specialist
Support.com
03.2015 - 02.2017
Lead Xfinity Internet Support Technician
Support.com
02.2014 - 03.2015
Head Confirmer of Consumer and Medical Studies
Focus Point Global
05.2013 - 02.2014
Recruiter
Focus Point Global
03.2013 - 05.2013
Coursework toward Bachelor's Degree in Computer Science -
Drexel University
High School Diploma -
Central High School
Google IT Professional Certificate, https://www.coursera.org/account/accomplishments/specialization/certificate/QUKS5M5JXNJY
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