Derrick Wellington
Westbury,NY
Summary
Dependable Tech Support Analyst with 7 years of helpdesk experience. Successfully assist end-users with complex technical issues. Solid team player with a positive attitude and proven skill in establishing a rapport with end users. Motivated to maintain customer satisfaction and contribute to company success. Comfortable working with a team or alone to successfully investigate and troubleshoot problems.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Technical Support III
AAA Northeast
Providence, RI
01.2016 - Current
- Assisted customers with various types of technical issues via email, Microsoft Teams chat and telephone.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Used remote login tools to assist clients with technical and product questions.
- Replaced network switches at various branch locations
Computer Operator II
AAA New York
Garden City, NY
01.2003 - 01.2016
- Processed, printed, delivered reports to various departments
- File editing
- Processed membership cards for AAA members
- Automated jobs, scripts and processes using automation software.
- Managed system backup processes and schedule according to internal standards.
- Maintained storage disks, tapes and cartridges according to industry standards.
- Assisted in recovery activities to restore normal operations after outages.
- Responded to queries for information and access to relevant files.
- Escalated failures to system and application programming staff for remediation.
Mail Service Clerk
AAA New York
Garden City, NY
09.2001 - 01.2003
- Received and distributed incoming mail, messages and packages to appropriate individuals.
- Packed tour books, and maps to be mailed to AAA members
- Prepared monthly membership bills/statements
- Delivered mail, and supplies to local NY branches
Team Leader
Toys R Us
Carle Place, NY
11.1997 - 02.2002
- Customer service. Greet all guest and assist them in finding item. Also answering any question they may have about a particular item
- Maintained positive working relationship with fellow staff and management.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained daily inventory to facilitate successful material distribution.
- Kept work areas clean, neat and free of safety hazards
- Delegated daily tasks to team members
Education
High School Diploma -
Westbury Senior High
Westbury NY06.1994
Some College (No Degree) - Computer Science
Technical Career Institute
Manhattan NYSkills
- Technical Troubleshooting
- Hardware Diagnostics
- Hardware Upgrades
- Customer Support Needs Assessment
- Verbal and Written Communication
- Resolving Problems and Incidents
- Issue and Resolution Tracking
- Customer Service Support
- Microsoft Windows and Office
- Troubleshooting Network Issues
- Help Desk Support
- Attention to Detail
- Computer Diagnostics
- Hardware and Software Repair
- Teamwork and Collaboration
- Hardware and Peripherals
- Application Installations
Certification
- CompTIA A+ Certified
- CompTIA A+ Network (in progress)
Timeline
Technical Support III
AAA Northeast
01.2016 - Current
Computer Operator II
AAA New York
01.2003 - 01.2016
Mail Service Clerk
AAA New York
09.2001 - 01.2003
Team Leader
Toys R Us
11.1997 - 02.2002
High School Diploma -
Westbury Senior High
Some College (No Degree) - Computer Science
Technical Career Institute