Derrick Dean
Aberdeen ,MD
Summary
As IT professional, well-versed in providing comprehensive technical support and managing complex IT systems. Recognized for fostering team collaboration and driving successful project outcomes. Reliable and adaptable to changing technological needs, with proficiency in troubleshooting and network administration.
Experienced with IT infrastructure and support. Utilizes advanced troubleshooting skills to resolve technical issues promptly. Knowledge of network security protocols and systems management best practices.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Specialist and Systems Administrator
Army National Gaurd
12.2022 - 10.2023
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Provided exceptional customer service by promptly addressing problems reported by end users.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Implemented effective backup systems to ensure data integrity and availability in case of disaster recovery scenarios.
- Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
- Led migration projects to modernize legacy systems without disrupting daily operations or compromising security standards.
- Optimized network performance through regular monitoring and maintenance.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Trained employees on new technologies, increasing competency levels across the organization.
- Patched software and installed new versions to eliminate security problems and protect data.
- Evaluated emerging technologies for feasibility, cost-effectiveness, and potential value-add to the company''s IT ecosystem.
- Secured sensitive data by establishing robust cybersecurity measures and protocols.
- Conducted regular system audits to identify vulnerabilities, weaknesses, or deviations from established policies or procedures.
- Developed customized software solutions for improved business processes and increased productivity.
- Used ticketing systems to manage and process support actions and requests.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
IT Specialist
Kirk U.S. Army Health Clinic
03.2019 - 12.2022
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Helped streamline repair processes and update procedures for support action consistency.
- Monitored system performance to identify potential issues.
- Assisted in development of system security protocols.
- Tested new software and hardware prior to deployment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
Help Desk Support Specialist
MSCG Technologies
04.2018 - 03.2019
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
- Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Configured hardware, devices, and software to set up work stations for employees.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Coordinated closely with other departments for cross-functional issue resolution when necessary.
- Contributed ideas for continuous improvement initiatives within the help desk department.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Streamlined help desk operations for increased efficiency and improved response times.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided end-user system and equipment training.
- Worked with document imaging technologies and deployment software.
- Responded to inquiries by phone, email and walk-up requests.
- Walked user through series of steps to determine problem and implement likely solution.
- Installed new desktop systems and migrated data to new machines.
- Logged activities in tracking system to maintain accurate, timely records.
- Supervised daily configuration activities and business systems operations.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Maintained inventory of cell phones, laptops and peripheral equipment.
- Provided support for network infrastructure and baseline configurations.
- Installed and configured operating systems and applications.
- Inspected components for full power potential before and after updates.
- Oversaw installations of new technology and new personnel training.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Developed and implemented preventive maintenance procedures.
25U Signal Support Systems Specialist
US Army
08.2015 - 03.2018
- Trained junior soldiers in proper equipment usage and maintenance, fostering a culture of competence and safety.
- Managed preventative maintenance checks on equipment, ensuring reliability and readiness for mission-critical operations.
- Coordinated closely with other units to establish an interconnected network that facilitated seamless data transmission between teams.
- Performed software updates on communications devices, minimizing downtime due to outdated technology.
- Provided technical assistance to users, optimizing the effectiveness of communication devices and systems.
- Implemented power management plans for deployed environments, conserving energy resources while maintaining operational effectiveness.
- Conducted thorough inventory assessments to ensure accurate records of all communications equipment at hand.
- Served as subject matter expert on signal support systems within the unit, offering guidance on best practices when consulted.
- Assisted in the development of signal operating procedures, streamlining processes for increased efficiency.
- Developed risk mitigation plans for potential communication disruptions during field operations or emergency situations.
- Maintained accountability for assigned vehicles and equipment, safeguarding valuable assets critical to mission success.
- Adapted quickly to new technology advancements, staying current with industry standards and best practices.
- Contributed to the overall success of the unit by maintaining communication systems that enabled seamless coordination and information sharing between team members.
- Implemented security measures on sensitive communications channels, protecting vital information from unauthorized access.
- Resolved complex communication issues with a combination of troubleshooting techniques and equipment replacements.
- Evaluated system performance regularly to identify areas for improvement, making necessary adjustments as needed.
- Liaised with unit leadership to communicate vital information about system statuses, upgrades, and repairs effectively.
- Enhanced communication capabilities by installing and maintaining signal support systems and networks.
- Operated electronic warfare systems as part of an integrated strategy against enemy forces during training exercises.
- Collaborated with team members to establish effective communication networks during various training exercises and deployments.
- Handled all troubleshooting tasks for signal support services, which included radio, wire and battlefield automated systems.
- Supervised and assisted with battlefield signal support systems and terminal devices.
- Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
- Set up terminal devices, completing prescribed onboarding processes to verify successful integration into existing network frameworks.
- Trained users to connect to and utilize Local Area Networks (LANs) and Wide Area Networks (WANs).
- Tested signal-level equipment for operational performance within prescribed tolerances.
- Integrated new devices into managed networks while maintaining assigned security protocols and protections.
- Tracked and detected network service disruptions using computer systems, scopes and meters.
- Installed new wiring and networking hardware in existing facilities and within new construction.
- Wrote and executed information services policies for use by supported organizations.
- Utilized technical equipment to monitor network status in operational environments.
- Performed signal diagnostic functions to detect network interruptions and diagnose connection deficits.
- Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
- Used information in technical diagrams, schematics, and manuals to understand operations and make successful repairs.
- Conferred with engineers and designers to investigate and solve failure issues.
- Created, aligned, and optimized electrical instrumentation and testing equipment.
- Interpreted test information to resolve design-related problems.
- Worked to create safe, low-cost and dependable designs.
- Attended training committees that wrote training modules for equipment operation and testing.
25U Signal Support Systems Specialist
US Army
05.2012 - 08.2015
- Plotted equipment response time and fault range information on graph to determine relay curves.
- Completed custom automation equipment design to customers' specifications using AutoCad.
- Calculated amounts for designing and testing electrical systems and supplied finished costs to customers.
- Prepared yearly and technical budgets for electricity projects.
- Implemented operational timelines for service shut-offs to be observed.
- Estimated numerical length of runs during new service installations.
- Used surveying equipment to grade and measure land profiles before installation of electrical systems.
- Analyzed interruption reports and outage databases to identify outage trends and determine needed coordination changes.
- Revamped systems and upgraded wiring, PLCs and drives to handle changing needs.
- Reviewed existing electrical engineering criteria to identify necessary revisions, deletions or amendments to outdated material.
- Updated hardware and software platforms by implementing automation and efficiency improvements.
- Interpreted scale drawings of new commissions to determine layout of materials and equipment.
- Evaluated finished assemblies for compliance with standard procedures and design requirements.
- Devised and implemented updates and resolutions for handling risks, maintaining compliance and improving designs.
- Completed in-depth performance tests of parts and systems undergoing design optimization in simulated environments.
- Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
- Attended training committees that wrote training modules for equipment operation and testing.
- Worked to create safe, low-cost and dependable designs.
- Interpreted test information to resolve design-related problems.
- Created, aligned, and optimized electrical instrumentation and testing equipment.
- Conferred with engineers and designers to investigate and solve failure issues.
- Used information in technical diagrams, schematics, and manuals to understand operations and make successful repairs.
- Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
- Performed signal diagnostic functions to detect network interruptions and diagnose connection deficits.
- Utilized technical equipment to monitor network status in operational environments.
Education
Bachelor of Science - Information Technology
The Community College of Baltimore County
Catonsville, MD05-2021
High School Diploma -
Chester W. Nimitz High School
Houston, TX06-2010
Skills
- IT documentation
- Information security
- Troubleshooting
- IT risk management
Certification
- CompTIA Security+ SY0-701 - February 2025 - February 2028
Timeline
IT Specialist and Systems Administrator
Army National Gaurd
12.2022 - 10.2023
IT Specialist
Kirk U.S. Army Health Clinic
03.2019 - 12.2022
Help Desk Support Specialist
MSCG Technologies
04.2018 - 03.2019
25U Signal Support Systems Specialist
US Army
08.2015 - 03.2018
25U Signal Support Systems Specialist
US Army
05.2012 - 08.2015
Bachelor of Science - Information Technology
The Community College of Baltimore County
High School Diploma -
Chester W. Nimitz High School
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