Manager Customer Service

Derrick McCorey

**** ****** *******, ***** *****, LA 70807

********@*****.***

843-***-**** Cell

Top performer with exceptional interpersonal and communication skills that allow the development of

strong rapport with individuals on all levels. Adept at analyzing and resolving problems and developing

and instituting the needed procedures and responses. A sound professional attitude with pride in personal

performance. Seeking a position that will challenge and use my military background, management

experience, education and acquired skills to positively impact company performance while providing

personal and professional growth.

Professional Summary

• Tiers I, II, and III help desk management experience within Private and Government entities.

• Management experience focused on service delivery and contract compliance for key strategic

and operational components of Department of Defense (DoD) and other agencies.

• Knowledge of BMC Remedy Service Desk software suite, Active Directory, RIM Blackberry

Support and other legacy system management services

• Sound working knowledge of network concepts including TCP/IP, DNS, and LAN/WAN concepts.

• Developed a wide variety of IT solutions in large complex “traditional” and “matrix” organizations.

• Excellent ability to diagnose and engage in deep system level problem determination and

resolution regarding Network / Workstations / Printer system issues using knowledge base or existing

technical knowledge / skills.

• Solid understanding and competency with Microsoft tools, i.e. Windows Server Update Services

(WSUS), Active Directory (AD), group policies, etc.

• Supervised teams of 5 to 15 staff/contractors.

• Experienced with Windows based operating systems ( Win98, 2000, XP, Vista, Windows 7)

including installation, upgrading, migration, troubleshooting and system administration

• Expertise in writing contracts, business requirements and Standard Operating Procedures.

Technical Summary

• Microsoft Office Product Suite (2003/2007/2010) – Word, Excel, Outlook, PowerPoint, Access,

Project, Visio, and Publisher

• Web Design/Graphics – HTML, Adobe Photoshop, Adobe Professional, Adobe InDesign, and

Adobe Illustrator

• Microsoft OS – Win98, 2000, XP, Vista, Windows 7, MS Windows Exchange Server 2000 &

2003, Outlook Exchange Servers

• MAC OS X – Snow Leopard

• Other – Active Directory, SMTP, TCP/IP, File/Print/Domain configuration, email routing, Dial-up

and Citrix/Tivoli, VPN, Remote Access Services (RAS), Web Caching, IP Multicasting services,

Wireless Networking, Internet Access, Video Internet streaming services, and printers (network &

standalone).

Derrick McCorey Resume Page 1 of 3

Professional Experience

Sullivan and Cogliano (Atlanta GA) Feb 2010 – Aug 2010

Contractor - On-Site Deskside Tech

Description: Contracted to provide on-site desktop support for Nielsen Business Media Company

Roles and Responsibilities:

• Supported and maintained PC hardware and software including new computer setup, images,

software installation, upgrades, preventive maintenance, and troubleshooting.

• Provided customers with in-depth telephone and desk-side technical support for software

applications, networking issues, and remote access support.

• Installed, configured, diagnosed, repaired and upgraded servers, computer hardware, and

equipment; ensured optimal system performance.

• Documented the issues reported and the resolution of these issues in the ticketing database for

historical tracking and reference.

• Coordinated and performed server troubleshooting, and repairs.

• Supported a LAN/WAN system using TCP/IP connectivity.

• Followed established protocols, procedures, and policies, and met arranged service level

agreements.

• Maintained up-to-date knowledge of products and/or services, as well as help desk policies and

procedures.

• Prepared reports and correspondence.

TEK Systems, Ft. McPherson (Atlanta GA) Oct 2009 – Dec 2009

Contractor - IT Specialist/Deployment Technician

Description: Contracted to assist Ft. McPherson’s Help Desk in deploying over 2,000 desktops/laptops.

Roles and Responsibilities:

• Backed up & migrated users data onto new OS platform

• Conducted hardware, software, network troubleshooting and problem resolution within the IT

systems environment.

• Provided full support of systems for break-fix, install, move, add, change, and preventative

maintenance activities.

• Performed additional support activities including monitoring, back-ups, scripting, imaging, patch

implementation, incident resolutions, account maintenance, password resets, system upgrades, and

data migrations.

• Strong working knowledge of Microsoft Active Directory, security policies, client connectivity,

dial-up and broadband connectivity.

Electronic Data Systems (Charleston SC) Jul 2006 – Aug 2008

Assistant Service Delivery Manager/Help Desk Manager

Description: Assisted Service Delivery Manager for Navy & Marine Corps Intranet (NMCI) and Space

and Naval Warfare Systems Command (SPAWAR) for 15,000 users. Help Desk Manager: Managed a

team of technicians that provided onsite or remote support for desktops, laptops, printers, peripherals,

handhelds, servers, LANs, WANs, CANs, Wi-Fi, Bluetooth, and WLANs according to contract

specifications.

Roles and Responsibilities:

• Led multiple projects for NMCI and SPAWAR.

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• Ensured contract compliance and contractual requirements were met.

• Developed, set and maintained operations standards and procedures to meet key strategic

initiatives.

• Directed operations to achieve departmental goals including maximizing billing, managing

human resources and budget expectations.

• Maintained project productivity and costs to; cross trained staff, improved yield, and ensured

turnaround times, quality and service levels were achieved and maintained.

• Provided full support of systems for break-fix, install, move, add, change, and preventative

maintenance activities.

• Developed and maintained systems documentation. Planned and implemented system upgrades

and expansion.

• Consulted with SPAWAR Customer Service Representatives (CSRs), internal, and other external

customers to ensure optimal levels of customer satisfaction.

S & A Computer (Roswell GA) Feb 2006 – May 2006

Job Title: Migration Specialist

Description: Provided full onsite support of OS upgrades and data migrations to Bank of America (BoA)

employees.

Roles and Responsibilities:

• Performed system assessments, application distributions, and data migration both manually as

well as with automated tools (TIVOLI)

• Researched application installation/configuration metrics

• Setup/configured remote access applications (VPN, MAS, etc), handheld devices (PDA’s,

Blackberry, and various other smart phone hardware).

• Verified data integrity and quality assurance in large scale desktop/laptop imaging/deployment

projects,

Education

University of Maryland University College - Bachelor of Science in Computer Studies, 2002

Central Texas College – Associates degree in General Studies, 2000

CompTIA A+, C ompTIA Network+ Certifications

Active Security Clearance

Derrick McCorey Resume Page 3 of 3

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