Support Service

DEREK ANDERSON

**** ******* ***, *********, ** **206 1-410-***-**** adi089@r.postjobfree.com linkedin.com/in/d-devern-anderson

Professional Summary

Audio Visual Technician aiming to fulfill an opportunity where background in troubleshooting is aptly utilized. Skilled in offering quality-driven service for client systems. Offering a strong background in communicating with clients to foster loyalty and satisfaction.

• Support ticket creation and escalation within support structure

• Facilitate reservations, replacements and returns of AV equipment

• Maintain checkout equipment inventory

• Perform equipment repairs as necessary

• In-classroom troubleshooting of AV technology

• Troubleshoot and resolve hardware/software issues

• Work effectively with other Technology staff to accomplish goals

• Perform other related duties as assigned

Special Audio-Visual Support Project

Baltimore County Public Schools AV Systems Analyst arranged to have Audio Visual Support Services Team collaborated with Audio Visual Events Production Team during the Baltimore County Public Schools 37th Annual Magnet Schools of America National Conference.

Provided audiovisual connectivity support

Performed routine multimedia inspections for audiovisual presentations

Providing necessary connectors to resolve multimedia connectivity issues

Education

Associate of Applied Science: Information Technology Network Systems Administration 03/2014 to 06/2016

ITT Technical Institute - Owings Mills, MD

Coursework in Linux (kernel), Client-Server Networking, IP Networking, Cyber Security, Database Management Systems, Email and Web Service, Active Directory, and Windows Security

Graduated with a 3.4 GPA

Academic Accomplishments

Recipient of the Outstanding Achievement Award in 2017 for drive and commitment under challenging circumstance

Enacted leadership initiative role and sole responsibly to complete and present a Network Design Project. Providing PowerPoint presentation, Microsoft Project (Gantt Cart, Excel, Visio) illustrations of project plan process, task resources, tracking progress, budgets and Project Proposal Portfolio to encompass Staff Training and Technical Support

Professional and Technical Skills

Excellent communication skills

Excellent customer service skills

Team-oriented

Effective prioritization

Deadline-driven

MS Office Suite and MS Office 365

Knowledge of support ticket tracking systems

Teleconferencing

Videoconferencing

Web conferencing

Audio / Visual troubleshooting and resolution knowledge

Promethean ActivPanel, ActivBoards, and Digital Signage Support

Field Service Support independently with minimum supervision

Hardware and software issue resolution

Help Desk Support

Multimedia Presentations

Work History

Service/Installation Technician 11/2020 to Present

Insight Global – ADT Security Services – Columbia, MD

Modern Farmer Associate 01/2020 to 03/2020

Integrity Services Solutions - Bowery Farms, Incorporated – White Marsh, MD

Supply Chain Helper 11/2019 to 12/2019

Integrity Services Solutions - Airgas – Baltimore, MD

Audio Visual Technician 01/2018 to 08/2019

Daly Computers-BCPS Audio Visual Support Services – Rosedale, MD

Built strong rapport with customers to foster confidence in Audio Visual (AV) Support Services willingness to assist in other areas of Technology Support Services

Successfully delivered exceptional AV Support Services to 174 Baltimore County Public Schools

Performed projector, setup installation, replacements, verification of performance to customers satisfaction

Provided support for Promethean ActivPanel, ActivBoard Interactive Display related devices, Firmware update to resolve touch functionality, audio performance issue

Provided hardware, software support to Digital Signage System

Verified completion of task action taken (resolved or unresolved) in Cherwell Service Management Ticketing Systems, follow-up task for Field Tech Support Team

Used down-time to test, diagnose projector performance for re-usage, Lamp (Bulb) replacement, reset Lamp hours

Field Technician 03/2017 to 01/2018

Daly Computers- BCPS Technology Support Services – Rosedale, MD

Maintained strong professional relationship with client base and gained their confidence of technical support teams’ commitment to customer service

Demonstrated high level of accuracy when performing repairs on HP EliteBook Revolve 810 G2 tablet laptops devices

Successfully met service ticket deadline requirements

Performed annual maintenance, repairs, imaging, cleaned student/teacher devices before returning to schools

Investigated, corrected connectivity issues of printers, laptops, desktop as well as audio visual devices

Completed repairs, performed preventative maintenance, recorded action taken in Autotask - Business Software Managing System as well as Chewell - IT service management (ITSM) platform

Leveraged technical experience to complete effective repairs

Help Desk Technical Support, taking approximately 30 incoming calls per day from customers

Field Service Technician Internship 05/2016 to 07/2016

Baltimore City Public Schools – Baltimore, MD

Provided technical support for Acer Tablet, Dell, HP, Lenovo, Mac Desktop and laptop devices

Partnered with Senior Field Service Technician on software updates, imaging procedures to successfully complete projects within anticipated deadlines

Trained frequently with other certified technicians, developing troubleshooting skills to improve technical services support procedures

Applied general software installations, Internet Explorer, Java, Microsoft Office Suite

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