Technical Support Customer Service

DERRECK FERTIL

Canton, GA ***** C: 954-***-**** *************@*****.***

Dedicated and always ready to learn; independent thinker that works well under supervision. Proficient in documentation and technical troubleshooting. A team player that is cooperative, reliable and adaptable to various work environments. Seeking a position that will utilize current skills as well as providing the opportunity to gain expertise. Professional experience entails 3 years as a software technician with 5 years in personnel and customer service. Affable Verbal Skills

Rapport with Clients and Coworkers

Detail-Oriented

Trustworthy

Analytical and Critical Thinker

Fast Learner

Meticulous with Protocol

Superior End User Resolution

Various Windows OS including Server 2008 & 2012

DNS, DHCP, RDP, TCP/IP, Active Directory, Firewall including AV Software, Microsoft 365, Salesforce

Software Technical Support, Level 3, 07/2015 to 08/2017 Wolters Kluwer – Kennesaw, GA

Provided assessments, assistance, and debugging for a myriad of errors involving 5 tax and accounting software owned by the company.

Performed system and network analysis, updates, and configuration for optimal server and workstation performance 3rd Tier of support for the CCHSFS subsidiary, knowledge of system and network techniques to quickly resolved issues during 3 high stress level tax seasons.

Personnel training instructor of new hires and entry-level seasonal employees Organization and inventory of hardware and software resources Worked remotely and on-site.

Software Technical Support, Level 1 (contract), 10/2014 to 07/2015 Aerotek – Atlanta, GA

Provided base level support for Wolters Kluwer - CCH Small Firm Services. Installed software, modified and repaired basic technical issues. responded to needs of clients via ticketing in a timely fashion. 1 out of 4 in a group of 32 seasonal employees hired by Wolters Kluwer Level 2 - Software Tech (October 2015)

Level 3 - Software Tech (May 2016)

Personnel instructor of department training; 30+ employees Participated in software testing, at beta level, to ensure quality and functionality for clients and staff. some college:

Georgia Perimeter College - Dunwoody, GA

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

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