Elijah Deriviere
Willowbrook,IL
Summary
Results-driven Technical Support Manager with 2 years of experience developing effective communication and troubleshooting processes for a team of technicians. Demonstrated expertise in managing complex technical issues, implementing efficient support processes, and ensuring effective customer communications. Skilled in troubleshooting software and hardware problems, training staff, and optimizing support operations. Adept at fostering positive client relationships and collaborating with cross-functional teams to achieve organizational goals. Committed to continuous improvement and staying on top of emerging technologies.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Support Manager
BestRx Pharmacy Software
07.2019 - Current
- 4 years of experience in technical support, with 2 years in a managerial role
- Proven track record of effectively managing and leading support teams, fostering a positive work environment, and achieving performance goals
- Deep understanding of pharmacy management software systems, including BestRX, and strong technical proficiency in troubleshooting software and hardware issues
- Excellent communication skills, both verbal and written, with a customer-centric approach to problem-solving
- Solid organizational and time management abilities, with the capacity to handle multiple priorities and meet deadlines
- Strong leadership skills, with the ability to motivate and mentor team members to achieve their full potential
Senior Support Representative Lead
BestRx Pharmacy Software
11.2020 - 08.2021
- Assistant Manager Position
- Assisted the lead manager in overseeing day-to-day operations, including Customer and technical escalations, and Support team overview
- Provided exceptional customer service, addressing inquiries and resolving customer concerns promptly and to their satisfaction
- Proficient in using BestRX and other pharmacy management software systems to streamline processes and enhance efficiency
- Acted as a point of contact for team members, providing guidance, support, and addressing any customer/technical escalations as they arise
Technical Support
BestRx Pharmacy Software
07.2019 - 11.2020
- Manage incoming calls effectively and in a timely manner; engage and build relationships with clients
- Install, configure, and troubleshoot pharmacy software and hardware, answer customer questions about setup and use
- Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues to effectively provide an appropriate resolution within a reasonable time limit
- Record call information and problem resolution within our Call Tracking software
- Escalate and hand off difficult cases to a senior technician to maximize customer satisfaction
- Assist in all tasks remotely using TeamViewer software
- Strong proficiency with Windows operating systems
- Aptitude for problem-solving, diffusing potential tension and working the issue at hand
- Superb written and oral communication skills to ensure all customer interactions are recorded and closure of all presented issues is done in a timely manner
Sign Production/ Graphic Design Intern
Delta Graphics
04.2018 - 06.2019
- Primary responsibilities include things such as: Perform daily production duties as required
- Operating digital machinery (wide format, digital press, printer/cutter, plotter) and bindery equipment (booklet maker, cutter, folder)
- Loading/unloading paper and vinyl materials, adjusting machinery and equipment settings
- Executing optimized simultaneous multi-project production workflow, laminating/trimming vinyl decals
- Also includes duties such as: assemble, package, bind or fabricate items to make and/or complete products like displays, signs, kits, etc
- Cleans and maintains the area in accordance with established safety procedures and guidelines
- Able to use programs such as Visa works, Adobe Illustrator, Cutting Master and Shop
Customer Service Rep
Best Buy
04.2016 - 04.2018
- Flex as coverage between Checkout, Store Pickup and Customer service
- Maintain professional communication with customers and peers while using cross-functional company resources and tools
- Engage customers using interpersonal/soft skills while solving issues, providing end-to-end solutions with fast and accurate processing of transactions
- Ensure Front of Store cleanliness and merchandising standard execution
- Cooperative Team member, Strong ability to prioritize
- Data Entry
- Uses strong communication skills to provide customer support, solving issues and providing solutions over the phone
- Uses a wide variety of company resources and tools to meet customer needs over the phone
- Understand basic Checkout, Customer Service (Price Match, Returns/Exchanges) and Store Pickup processes as outlined in operating procedures and policies listed on BestBuy.com
- Ability to speak to weekly/daily on promotions and offers to customers over the phone
- Maintains a working partnership with nearby retail locations and associates
Crew Member
McDonald's
06.2014 - 03.2016
- Maintain a fast speed of service, especially during rush times
- Take orders from customers and input their selections into the restaurant's computer systems
- Process large orders for events
- Count down my assigned register at the end of each shift
- Cleaned my station thoroughly before, during and after each shift
- Respond to guest questions, concerns and complaints and make sure they leave satisfied
- Follow all restaurant safety and security procedures
- Arrive on time for all shifts and stay until shift completion
- Acquired skills: Cash handling, Team work, Housekeeping, Interpersonal communication skills
Education
Course Certificate - Computer Programming
Python For Everybody Specialization
University, MS07-2024
Certificate of Achievement - Leadership Training For Managers
Dale Carnegie's Course Training
Oak Brook, IL11-2023
High school or equivalent - undefined
Downers Grove south
Downers Grove, IL06.2017
Skills
- Graphic Design
- Customer Service
- Help Desk
- Team building
- Technical support coordination
- Illustrator
- Photoshop
- Remote Access Software
- Training and mentoring
- Software Troubleshooting
- Microsoft Windows
- Technical troubleshooting
Certification
- Certificate of Achievement, 04/16, Student Leadership awarded through college of Dupage and funded by the Carl D. Perkins CTE Improvement Act 2006.
- Leadership Training for Managers, 11/23, Certificate of Achievement accredited under Dale Carnegie's Leadership for training course.
Computer building
Passionate about assembling and upgrading personal computers, demonstrating strong technical knowledge and hands-on experience with hardware components.
Experienced in diagnosing and troubleshooting hardware and software issues, ensuring optimal system performance.
Primarily spends time in assisting friends and family with building and maintaining their computer systems, providing technical support and advice.
Timeline
Senior Support Representative Lead
BestRx Pharmacy Software
11.2020 - 08.2021
Technical Support Manager
BestRx Pharmacy Software
07.2019 - Current
Technical Support
BestRx Pharmacy Software
07.2019 - 11.2020
Sign Production/ Graphic Design Intern
Delta Graphics
04.2018 - 06.2019
Customer Service Rep
Best Buy
04.2016 - 04.2018
Crew Member
McDonald's
06.2014 - 03.2016
High school or equivalent - undefined
Downers Grove south
- Certificate of Achievement, 04/16, Student Leadership awarded through college of Dupage and funded by the Carl D. Perkins CTE Improvement Act 2006.
- Leadership Training for Managers, 11/23, Certificate of Achievement accredited under Dale Carnegie's Leadership for training course.
Course Certificate - Computer Programming
Python For Everybody Specialization
Certificate of Achievement - Leadership Training For Managers
Dale Carnegie's Course Training
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