Derrick Nelson

• Improved system performance by identifying and resolving technical issues in a timely manner.
• Evaluated new tools and technologies for possible integration into existing infrastructure environments.
• Manage and maintain a secure DoD network, ensuring STIG compliance and implementing group policy updates.
• Configure and troubleshoot enterprise security solutions, including Mimecast email filtering, SentinelOne and CrowdStrike endpoint protection.
• Provide Power BI dataset support, ensuring data integrity and reporting functionality
• Manage Verizon accounts for company-provided phones and hotspots, optimizing costs and reviewing usage reports.

• Provided expert guidance during hardware procurement process, identifying cost-effective solutions that met organizational needs.
• Enhanced team efficiency by collaborating with colleagues to develop new troubleshooting procedures and help desk resources.
• Improved customer satisfaction by providing timely and efficient technical support for various software and hardware issues.
• Established strong relationships with vendors, facilitating timely repairs or replacements for faulty hardware components.

• Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Walked individuals through basic troubleshooting tasks.

Flawless Fundamentals LLC - Service provider for the following companies

• Western Digital – Leading global data storage company.
• PC Refresh Support Team.
• Team performed hardware and SOE refresh for over 12,000 WD Employees nationwide (this included a migration from Lotus Notes to O365).
• Provided Initial support to customers with technical issues after the system was refreshed.
• Platform: Dell/Apple Hardware, Windows 7/10, O365, Lotus Notes, Exchange and over 2,000 custom/personalized applications!.
• Project duration: 12 months.
• Project finished on-time with high accolades.
• HeronTX – Growing pharmaceutical company located in San Diego.
• Internal IT Client Services Support Team.
• Providing front line support for HeronTX employees and consultants.
• Support channels includes phones, email, walk-up and chat support.
• Platform: Dell/Apple Hardware, Windows 10, Safari, BYOD Smartphones, SharePoint, MS Office to name a few.
• ITIL eccentric approach towards providing support with the following added roles:
• Knowledge Manager Creating support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Updated documentation and produced reports
• Helped streamline repair processes and update procedures for support action consistency

• Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and Navy policies.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.

• Team performed hardware and SOE refresh for over 5,000 customers.
• Role required on-site presence and daily quota (which included QC requirement).
• Maintained Top 5% for Team’s QC Objectives.
• Project finished On-Time.