DERIK J CHAPMAN

***** ******** **. ****, ** *****

586-***-****

adf8en@r.postjobfree.com

Qualification Summary

Skilled Technical Support Specialist with 7 years experience within the customer service technical field

12 years manger/leadership experience

Technical Skills

Operating Systems

Windows 2000, XP, Vista,7, 8,10, Server 2003, 2008 Mac OS 10.5, 10.6, 10.7, 10.8, IOS 5,6

Networking

TCP/IP, DHCP, DNS, WINS, LDAP, SMTP, POP3 IMAP, 802.11 A-G LAN/WLAN/VLAN

Software

Microsoft Office (2007. 2010, 2013, 2016) Project (2007,2010) Adobe Acrobat Reader/Pro (X,XI), Adobe Creative Suite (5, 6) G-Suite

Professional Experience

Ascension Technologies (March 2015- Present)

Analyst-Service Desk

Provide Level 1 computer, mobile device, and printer support to 30 hospitals (10 Ministries)

Handle an average of 25-40 calls daily achieving over 90% on call quality scores and receiving over 60 customer commendations

Assist customers with software/hardware orders for end users via the online service catalog

Improving overall customer satisfaction by getting first call resolution

Properly documenting each user interaction through ServiceNow production ticketing system

Primarily working with hospitals in District of Columbia ID, IL, MD, NY, WA, WI, and MI.

Support 4 Go Live’s Ministry Health Care, Wheaton Franciscan, Amita, and G-Suite

Ensure smooth transition for both Ministry and Customer Average monthly contacts per ministry from 6,000-9,000

Mentor\Trainer to ensure all new agents are able to meet and comply with all metrics set by service desk and client

Hewlett Packard October 2013 – March 2015

Technical Solution Representative

Providing exceptional technical support via inbound calls, and emails

Adhering to all verification process in order to secure corporate and employee information

Properly documenting each user interaction through the Remedy ticket system

Supporting hardware and software in order to resolve system, application, administration, and configuration issues for end-users

Troubleshooting and configuring Windows XP, Windows 7, SCCM, Android devices IOs devices established delegation within shares mailboxes, VPN Client, User Profiles, Network Printers, Lotus Notes Microsoft Office 365 PC back-up, restore, and imaging procedures, system boots procedures, system administrator issues, Symantec, Active Directory, and other HP proprietary programs

Implementation of processes for help desk knowledge base

Complying with all performance metrics set by service desk

Certified Mentor\Trainer to ensure all new agents are able to meet and comply with all metrics set by service desk and client

Auto-wares Inc April- 1998 – September 2013

Manager

Managed day to day operations of warehouse

Schedule\assigned multiple employees to various shifts and task

Overseen\scheduled multiple truck routes for distribution of auto parts

Ran daily productivity reports of personal

Operated various forklifts within OSHA standards

Administered training to newly hired employees

Ensured accurate placement of products

Prepared merchandise for shipment

Performed maintenance and repairs of conveyor

Performed all PC maintenance and repairs

Provided quality inspection of merchandise

Education

ITT Technical Institute Troy MI

Computer Network Systems Graduation Date: September 2013

Associate of Applied Science

Contact this candidate