Derrick Royal
Chula Vista
Summary
Results-driven Senior Technical Support Engineer with a strong 10+ year background in providing advanced technical support for enterprise clients. Experienced in managing high-priority escalations, improving support processes, and maintaining SLA compliance. Adept at translating complex technical issues into clear solutions while partnering with internal teams to enhance product reliability and customer experience.
Overview
16
16
years of professional experience
Work History
Senior Technical Support Engineer
Lytx Inc
San Diego, CA
07.2021 - 03.2026
- Detail oriented and resourceful Senior Technical Support Engineer with experience in quality assurance, quality auditing, and effective in fast-paced manufacturing environments. Proven track record boosting production, resolving troublesome issues, developing fruitful QA procedures. Adept at testing product quality, developing daily status reports, and achieving quality and productivity goals.
- Works closely with product managers to help develop, test, and deliver design assets.
- Helped create quality control policies and driven continuous process improvement efforts by training and educating production teams on total quality management.
- Built out the data and reporting infrastructure from the using SQL to provide real-time insights into the product, marketing, and business key performance
- Conducted research and root cause analysis by monitoring field level performance, reporting on recent statuses, and latent developments driving performance issues down or completed resolved.
- Collaborate with product managers to produce product training documentation and materials.
- Conducted successful customer product training and feedback meetings improving the customers company relationship and product satisfaction.
- Experience with Lytx DriveCam products such as Event Recorders, Hubs, the Lytx Install App and etc.
Help Desk Technician Tier III
80024Support
San Diego, CA
01.2018 - 07.2021
- Handled customer escalations to tech support. Followed up on outstanding requests and ensured timely resolution. Created accounts and configured POS hardware/software as part of on-boarding process. Provided audio and video support for customer.
- Windows XP/7/10, Mac OS X, and Office 365 hardware/software experience.
- Proven ability to communicate technical information, both verbal and written, to a wide range of end-users.
- Provided excellent customer feedback and customer service skills.
- Created effective troubleshooting documentation for internal employees.
- Provided end to end user remote support for over 500 customers.
- Created, routed, and closed over 1,000 trouble tickets.
- Resolved Point of Sale hardware/software product issues resulting in over $320k in company savings.
Information Systems Tech Support
US NAVY
Wahiawā, HI
01.2010 - 01.2014
- Provided exceptional technical support in network center environment with computer hardware, networks, applications, and peripherals devices on a daily basis. Assisted with workstations maintenance/ upgrades in a highly dynamic and interactive environment.
- Provided radio communications support on networks for over 80 US ships.
- Maintained a network consisting of primarily Cisco routers and switches while ensuring network connectivity throughout the LAN/WAN infrastructure.
- Created, routed, and closed over 2,000 trouble tickets.
- Completed over 5,000 inventory sheets for network equipment used for day-today operations.
- Installed metal racks, servers, operating systems, drivers, routers and switches.
- Created and provided over 20 troubleshooting documents for internal employees.
- Effectively managed a team of 15-20 internal employees while on and off duty.
Education
High School Diploma -
Trinity Christian Academy
Jacksonville, FLInformation And Communication Technology
Florida State College At Jacksonville
Jacksonville, FLSkills
- Hardware & Software Configuration
- Troubleshooting & Root Cause Analysis
- CRM (Zendesk, Salesforce, Jira)
- Cross-functional Collaboration (Engineering, Product, QA)
- SaaS Platform Support
- Customer support
- User Training & Support
- SQL & Database Querying
- Installation Quality
- Documentation & SOP Creation
Timeline
Senior Technical Support Engineer
Lytx Inc
07.2021 - 03.2026
Help Desk Technician Tier III
80024Support
01.2018 - 07.2021
Information Systems Tech Support
US NAVY
01.2010 - 01.2014
High School Diploma -
Trinity Christian Academy
Information And Communication Technology
Florida State College At Jacksonville