Service Customer
Resume:
DERIK J CHAPMAN
***** ******** **. ****, ** *****
*************@*****.***
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
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