Derrius Sands
Atlanta,GA
Summary
Resourceful Network Engineer with 4 years of on-site network management and support services experience. Develops and implements initiatives to foster corporate objectives. Proven history of providing supplemental and total management support for IT systems. Successful establishing and maintaining networks and servers with strong aptitude for identifying solutions to solve client challenges.
Overview
6
6
years of professional experience
Work History
Customer Experience Manager (CEM)
Five Below
Mableton, GA
10.2023 - Current
- Collect and analyze customer feedback through surveys, reviews, and other channels to identify areas for improvement
- Utilize customer data and analytics to gain insights into customer behavior, preferences, and trends
- Develop and implement strategies to enhance the overall customer experience, considering both digital and in-person interactions
- Train and educate employees on customer service best practices to ensure a customer-centric culture throughout the organization
- Work closely with other departments such as marketing, sales, and product development to ensure a unified and consistent customer experience
- Track and measure key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention
- Address customer issues and complaints, finding solutions to improve customer satisfaction.
CSR IOS
Transcom
Atlanta, GA
05.2023 - 10.2023
- Provided technical support to customers with iOS device issues, troubleshooting and resolving hardware and software problems.
- Assisted customers in using their iOS devices by demonstrating features and providing instruction on how to use various applications.
- Performed system updates and upgrades as needed to ensure optimal performance of the operating system on all supported iOS devices.
- Resolved customer inquiries regarding usage of Apple ID accounts, iCloud services and App Store purchases.
- Utilized remote access tools to provide assistance with complex user issues remotely.
ELIT Administrator
IMH3D LLC
Dallas, GA
02.2022 - 02.2023
- Maintained the organization's network infrastructure including routers, switches, firewalls, and wireless access points.
- Monitored system performance to ensure optimal availability of services.
- Configured Windows Server roles such as DHCP, DNS, IIS, Hyper-V.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
IT Network Specialist
Toast, Inc
Dallas, GA
06.2021 - 02.2023
- Provide solutions for restaurant operators with network and hardware issues such as configuring ISPs, Meraki router appliances, DHCP and wireless coverage
- Document steps to resolutions, escalations, identify problem areas and opportunities, research and deliver solutions to enhance the quality of service
- Monitored network performance to identify any potential issues or risks.
- Configured firewalls, routers and switches for secure access to the network.
- Troubleshot various technical problems related to networks such as slow speeds, connection drops.
- Provided technical support to end-users on their queries related to networking systems and services.
Technician
Tiggars Computer & Cell Phone Repair
Atlanta, GA
11.2020 - 03.2021
- Performed troubleshooting and repairs on a variety of electronic equipment, including computers, servers, and peripherals.
- Installed and configured hardware components such as motherboards, memory modules, hard drives, processors, power supplies, and other related parts.
- Diagnosed system malfunctions and identified solutions to resolve technical issues.
- Repaired malfunctioning systems by replacing defective components or making necessary adjustments.
- Tested repaired products for proper operation prior to returning them to customers.
- Conducted preventive maintenance on computer systems by running diagnostics tests regularly.
Retail Sales Associate
Comcast
Douglasville, GA
06.2019 - 03.2020
- Assisted customers with finding the right product for their needs.
- Demonstrated knowledge of store products and services.
- Upsold additional items based on customer interests and needs.
- Tracked sales performance metrics to identify trends in the market place.
- Maintained cleanliness of store environment including floors, windows, displays.
- Attended weekly team meetings to review performance goals and objectives.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
Sales Representative
COMCAST
Chamblee, GA
10.2018 - 06.2019
- Provided customer service support to existing clients and potential customers.
- Achieved monthly sales targets set by management team.
- Proactively identified opportunities to upsell products and services.
- Provided accurate product information such as features, pricing, availability..
- Conducted outbound calls to existing clients to promote company's products and services.
Sales Associate
SEARS
11.2017 - 04.2018
- Compute sales prices, total purchases & receive & process cash or credit payment
- Open & close cash registers, performing tasks such as counting money, separating charge slips, coupons, & vouchers, balancing cash drawers, & making deposits
- Greet customers & answer questions regarding the store & its merchandise
- Exchange merchandise for customers & accept returns
- Maintain knowledge of current sales & promotions, policies regarding payment & exchanges, & security practices.
Education
Bachelor's - Information Technology
DEVRY UNIVERSITY
12.2019
Associate - Information Technology
DEVRY UNIVERSITY
05.2017
Skills
- Hardware Installation
- Remote Support
- Technical Support
- Information Security
- Data Recovery
- Network Security
- System Administration
- Troubleshooting and Diagnostics
- Help Desk Support
- Hardware Configuration
- Customer Service
- Technical Troubleshooting
- Information Confidentiality
- Network Administration
- IP Addressing and Subnetting
- Network Configuration
- Operating Systems
- Installation Management
References
References available upon request.
Timeline
Customer Experience Manager (CEM)
Five Below
10.2023 - Current
CSR IOS
Transcom
05.2023 - 10.2023
ELIT Administrator
IMH3D LLC
02.2022 - 02.2023
IT Network Specialist
Toast, Inc
06.2021 - 02.2023
Technician
Tiggars Computer & Cell Phone Repair
11.2020 - 03.2021
Retail Sales Associate
Comcast
06.2019 - 03.2020
Sales Representative
COMCAST
10.2018 - 06.2019
Sales Associate
SEARS
11.2017 - 04.2018
Bachelor's - Information Technology
DEVRY UNIVERSITY
Associate - Information Technology
DEVRY UNIVERSITY