DERRICK GREEN

**** ******** *****

Montgomery, Alabama 36116

abkj80@r.postjobfree.com

206-***-**** Cell Phone

EDUCATION

M.B.A. in Business Administration-General Management

Troy State University, Graduated Date July 2010

B.S., Business Administration with concentration in Computer

Information Systems

Alabama State University, Graduated May 2007

EXPERIENCE

Technical Solutions Representative

HP-FedTraveler.com, Montgomery, Alabama

September 2008-Present

Handle telephone interactions and transactions with federal employees

to book travel. Utilizes the FedTraverler.com web application and

trouble ticketing system to provide travel booking and help desk

support to federal travelers. Answers customer telephone calls to

discuss problems and address questions regarding travel accounts and

travel planning to include making reservations, reserving flights,

reserving rental cars, reserving a hotel room, and reporting expenses.

Other duties include document and track interaction with customers

until problem/issue is resolved. Use on-line internet web application,

manuals and knowledge-based tools to interact with customers. Escalate

and dispatch request for assistance to the appropriate support team,

along with conducting follow-up calls with users when the incident has

been resolved. Administrative duties include knowledgeable of

Microsoft Office and telephone protocol, professional verbal and

written communication and typing skills and problem-solving ability.

VA Helpdesk Specialist

Dan Sources, Montgomery, Alabama June 2008-

October 2008

Used a software database system to assist the Secretary of Department

of Veterans Affairs to maintain communication with military Veterans.

Provided information regarding comprehensive benefits and assistance

to Veterans and their families; including compensation and pension,

education, vocational rehabilitation, loan guaranty and insurance

benefits. Other tasks included putting information into the computer,

reading verbatim from a script and demonstrate proficiency in typing,

writing and customer service.

Reservation Agent

Atlantic Southeast Airlines, Montgomery, Alabama April

2005-June 2008

Provided a full range of customer service functions to include

assisting passengers with tagging luggage and baggage check-in,

ticketing, make and/or change reservations, assigned seat assignments,

answer inquiries about flight schedules and fares, verify

reservations, prepared customers invoices and accept payments. Worked

the boarding gates at the airport, process and boarding passengers,

handle seats or schedule conflicts, make boarding announcements, check

and collected tickets at the boarding gate, and assist handicapped

passengers as they boarded or departed the aircraft. Other duties

included dispatching flights from the gate, and notifying flight

attendants about any special needs for specific passengers. Trace

lost, delayed, or misdirected baggage for customers. Examined

passenger documentation to determine destinations and to assign

boarding passes, determined whether space is available on travel dates

requested by customers, and assign requested spaces when available.

Maintained computerized inventories of available passenger space, and

provide information on space reserved or available.

Computer Lab Assistant

Alabama State University, Montgomery, Alabama August 2003-

December 2006

Assist students with troubleshooting in the computer labs, replaced

printer paper, replenished supplies and supervised all other lab

equipment. Kept labs and equipment clean and enforce all rules

concerning the use of labs. Assist users in the lab with any computer

problems encountered. Helped student's and staff members use equipment

such as computers, printers, scanners. Advised individuals on the

different software that was available and what best fit their needs.

Monitored all of the supplies and equipment in the lab and kept

everything running smoothly. Also, kept watch on all equipment in the

lab to make sure nothing is stolen or vandalized. Other duties

included being able to fix small problems that a user may encounter

such as fixing paper jams, rebooting computers or installing software.

System Engineer Intern

Alabama State Legislature Office, Montgomery, Alabama January 2006-

May2006

Reconfigured, rebuilt & reformatted laptops/computers, setup,

installed and repaired computers and printers. Aided in solving

technical issues concerning laptops/computers, internet & printers

problems. Identified and resolved a wide variety of large and small

scale problems with computer systems, equipment and software.

Troubleshoot, diagnosed and resolved; hardware, software, operating

systems and data communication systems. Other duties included

assistance with the deployment of phones for new and existing users;

troubleshooting workstation and printer problems; assisting with

tracking support requests and assisting users with other technical

questions.

PROFESSIONAL AFFILIATIONS

Alpha Kappa Psi Professional Business Fraternity, Association of

Information Technology Professionals & Society for Advancement of

Management

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