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
2023.05 - 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
2019.10 - 2023.05
- 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
2017.07 - 2019.10
- 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
2017.02 - 2017.07
- Assisted customers with minor technical issues and escalated complex cases, handling 30-40 customer inquiries daily.
Xfinity Home Security Specialist
Support.com
2015.03 - 2017.02
- 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
2014.02 - 2015.03
- 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
2013.05 - 2014.02
- Worked closely with Project Managers to confirm participants for focus groups and market studies, delegating tasks and managing timelines.
Recruiter
Focus Point Global
2013.03 - 2013.05
- 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
2023.05 - Current
Overnight Technician
Xenial
2019.10 - 2023.05
Hardware Technician
Xenial
2017.07 - 2019.10
Customer Service Representative
Xenial
2017.02 - 2017.07
Xfinity Home Security Specialist
Support.com
2015.03 - 2017.02
Lead Xfinity Internet Support Technician
Support.com
2014.02 - 2015.03
Head Confirmer of Consumer and Medical Studies
Focus Point Global
2013.05 - 2014.02
Recruiter
Focus Point Global
2013.03 - 2013.05
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
Similar Profiles
Tamara ThompsonTamara Thompson
Senior Billing Representative at Temple University Kornberg School of DentistrySenior Billing Representative at Temple University Kornberg School of Dentistry
Tyleeshah MckenzieTyleeshah Mckenzie
Service Staff IV at Temple University, DentistryService Staff IV at Temple University, Dentistry
SRI HARI AYYARSRI HARI AYYAR
NA at TEMPLE UNIVERSITY SCHOOL OF PODIATRIC MEDICINENA at TEMPLE UNIVERSITY SCHOOL OF PODIATRIC MEDICINE