It Support Help Desk
Resume:
DP
Derek Padilla
********@*****.***
Lakewood, CO 80226
SUMMARY
Motivated Supervisor / IT Specialist focused
on streamlining service procedures and
maximizing team efficiency. Consistent in
satisfying customers, building loyalty and
driving retention with diligent attention to
individual needs.
SKILLS
● Customer
service
● Help desk/
Desktop
● Hardware
Support
● Invoicing
● Managing
● Marketing
● Office
Support
● PAL
● Sales
● Supervisor
● Phone Support
● Troubleshooting
● Microsoft
Products and
software
● SCCM
● SaaS
EXPERIENCE
Loan Specialist
Lakewood, CO
Small Business Administration/July 2021
to Present Time
● Evaluate and Process PPP loans for
Small Businesses
● Evaluate and Process
Reconsideration loans for Small
Businesses
IT Support for Insight Global (Temp
Contractor)
Denver, CO
Builders First Source/June 2020 to Dec 2020
● IT phone support for BFS employees
● Trouble ticket processing for BFS and
employees
● Active directory used daily along with
various ticketing systems
● Desktop and laptop support
● Remote and internal employee
support
● VPN and various remote software
used daily
IT Support for the State of Colorado
( Contractor)
Denver, CO
OIT /Aug 2019 to Jan 2020
● IT phone support for State and County
employees
● Trouble ticket processing for State
and County employees
● Active directory used daily along with
various ticketing systems
● Desktop and laptop support
● Remote and internal employee
support
● VPN and various remote software
used daily
CARE SUPERVISOR
Fort Collins, CO
Comcast/ Jul 2013 to Sep 2018
● Care Supervisor for 10 to 15 direct
report agents
● Customer service, handled all 3
products for tech support, Internet,
video and phone
● Subject Matter Expert for On-Board
Residency Program and team Fucci
● Tier 2-Supported Help desk, CDV
provisioning, Wi-Fi trouble shooting
and all general customer and Tier 1
agent issues
● Tier 2--Implemented Blitz Camp
Program for 2 Tier 1 teams, Active
member of the PAL and Sherpa
programs and assist with Outside and
External Comcast department side by
sides
● Dare to soar Commander Award
winner for first quarter of 2018
● Deployment and Office 365 support
Business Owner
Littleton, CO
Personal Windshield Business/ Mar 2011 to
Jun 2013
● Marketing, sales, canvassing,
customer service, invoicing, booking
keeping and managing company and
customer accounts
● Managed 7-10 Independent
contractors for Windshield chip repair
at multiple large car dealerships
● Set productivity standards and goals;
monitored daily/weekly/monthly
progress
● Supervised, interviewed, trained and
hired all staff
FSR II
Golden, CO
Credit Union of the Rockies/ Apr 2010 to Mar
2011
● Open new memberships and process
loan requests for all members
● Answer incoming calls from members
requesting information about their
accounts
● Coordinate member's requests and
needs with all departments to
increase revenue for the credit union
Team Lead Supervisor
Thornton, CO
Ultimate Electronics/ Apr 2009 to Oct 2010
● Supervise, handle any escalated
phone calls from customers or my
teams concerns
● Monitor and train CSRs to implement
best customer service/sales practices
● Produce calculated sales figures and
run daily reports for office use
● Coordinated various projects and
promotions for all business needs at
the time
EDUCATION AND TRAINING
Computer Information Systems
Denver Technical College 1997
Denver, CO
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