Service Representative Care

Deric Willis LinkedIn

**** *********** ******, **** ***** Email Address: ***********@*******.***

Mobile: 419-***-**** https://www.linkedin.com/in/deric-willis-121511b7/

TECHNICAL TRAINING

Network Operation Technician

Security PC vulnerability removal and patching devices

Ip Camera Server configurations and installation

Plant Systems IT Technician /Administration

Assisted NTT Technicians to complete job scopes

Service Account Microsoft Azure and Endpoint

4 Years Meraki Dashboard experience

Program Coordinator / DaimlerChrysler Business Unit

ServiceNow creating and IT closing tickets

Assisted with Managers, Engineers, Field Engineers,

Desktop Support Engineers, and L3 Technicians

Kali Linux and Ubuntu Platforms

Firewalls: Pfsense, Zscaler Cloud Firewall, & Carbon Black

EDUCATION:

Adtran University 2017-2020…

Sales Professional ASP/Internetworking

Introduction to internetworking Network Protocols

Introduction to internetworking Network Basics

Introduction to internetworking Network Addressing

Internetworking Solution Course (ATSA)

Introduction to internetworking Data Delivery

Oregon Career & Technology Center 2010-2010

Administrative Dental Assistant graduated GPA. 3.8

Owens College/Trainco, Inc. 2009-2009

Professional Truck Driver Training CDL

Owens College 2000-2002

Computer Programming, non-graduate Toledo, Ohio

Cleveland College 1997-1999

Residential Carpentry, graduated Shelby, NC

Gaston College: 1996-1997

Employment Readiness/Basic Psychology, Dallas, NC

EMPLOYMENT HISTORY

Detroit Manufacturing Systems 2022 – 2023

Plant IT MES Technician

Assisting with Microsoft SQL Servers, along with VMware utilities for operational for best functionalities of the plant.

Administration duties with KEPservers, Microsoft Azure, Windows Active Directory Server, ServiceNow, and SysAid.

Break-Fix for all office and shopfloor devices for the plant environment

Updating and reporting for nightly data analysis reports for Plant Manager and team meetings.

Managing Multiple Network Topologies for best practices for determining software performances.

TEKsystems Information Technology & Service 2021 – 2022

Plant System IT Technician

Experience in a 99.999% uptime carrier or large enterprise environment.

Completion of ServiceNow IT tickets, Azure, Active Directory Administrator, and Zscaler.

Network diagnostics on plant systems servers, switches, routers, on the topology and Systems administrator duties

Break fixing and repairing Manufacturing (Shop Floor) information systems and printers

Network Security monitoring for up to date with current vulnerabilities, attacks, and countermeasures.

Ability to navigate SQL database, PowerBI, Power APPs, MS Query or similar tool.

Freelance - Computer Science Technician 2018 – Present

Self-Employed Contractor

Installation/implementing IoT devices to various network topologies in forms of hardware and software configurations.

Working on or off-site conducting routine repairs, maintaining equipment, and showing customers how to use products.

Extensive knowledge perform maintenance, troubleshoot systems, firmware updates, and conduct repairs.

Troubleshot all computer devices commercial and residential

Mounting computer monitors, tablets, and TVs.

Troubleshooting Backbone Devices, GBIC Modules, Firewalls, IDF Cabinets, MDF, Kiosks, VSA, IOTs and systems.

Cash Register’s, Printers, Scanners, Point of Sales, Network routers, Switches, Pin-Pads, Computer peripheral devices,

Re-imaging Computer Software, Wireless Access Points, Visual Networks, Time Clocks, Counter Scales, & Home Run Cabling,

Velocity the Greatest Phone Company Ever, Inc. 2019-2021

Senior IT Technician

Assisting Managers, Engineers, Field Engineers, Desktop Support Engineers, NOC, and L3 Technicians for various tasks.

Assisting with our Tech Support Internet Data and VIOP teams with various tasks.

Topologies VSAT Network Technology, SDTV, Understanding Topology Diagrams, Headend Dish Receiver Topology,

Multi-switches, Receiver Boxes, Receiver Error Codes, Satellite Dishes LNBs, Modulators, Power Supplies, Surge Protectors,

Combiners, Amplifiers, Power Supply Bricks, Surge Protectors, Wall Outlets, Call Center Troubleshooting, HD/FTG TV, Single or Multiple Channel(s) Down (Site Outage, Circuit Breakers, Understanding Topology Diagrams, Dish Receiver Smart Card,

Dish Receiver Error Codes, Dish Receiver Channels, Cable Plant Type 1 and 2, Splitters, RF Attenuators, Dish Receivers, Dish

I’ve worked with Audio Cable, RCA to Coax Adapter, Coax CRG59, RG6U, RG11, and Hotel Hospitality Services.

Pomeroy - IT Infrastructure Optimized 2017- 2018

Regional Service Technician

Troubleshot Backbone Devices, GBIC Modules, Firewalls, IDF Cabinets, MDF, Kiosks, VSA,

Cash Register’s, Printers, Scanners, Point of Sales, Network routers, Switches, Pin-Pads, Computer peripheral devices,

Re-imaging Computer Software, Wireless Access Points, Visual Networks, Time Clocks, Counter Scales, & Home Run Cabling,

Velocity the Greatest Phone Company Ever, Inc. 2016-2017

Network Operation Center: Network Technician

Monitor automated and end user incident and outage reporting, troubleshoot, and resolve problems.

Provide direct customer support to prevent technician dispatch, resolving point of contact first time resolution.

Implement, maintain, and repair routing, IP switching, firewalls, and remote access protocols.

Create reports on up time, bandwidth usage, server utilization, and other key metrics

Assist network technicians installations of WAN, LAN, VLAN, troubleshooting, and vendors cutovers on network topologies.

Quickly diagnose causes of systems failures and malfuctions to ensure hightest operation effeciencies, relability, and quality

Monitor and maintain quality performance standards to promote stability with multiple internet network LEC & ILEC circuits

Trouble shooting Fiber, T1 PRI, Cloud, ADSL, VDSL, Cable, VOIP, POTS, Screen Monitoring, Access Point, Smart Jack, and PBX

Buckeye Broadband 2011-2016

Technical Customer Care Representative

Troubleshot internet, computers, switches, routers, emails, tablets, TVs, game consoles, smartphones, and IoT devices

Troubleshot cable converters ( Motorola, Pace, & Arris) error codes antlog & high defition ditial disgostics

Processing billing payment, providing billing ledger clearification, and superior cutomer service support.

Dental Center Of Northwest Ohio – 2010-2011

Prior Specialist / Denture Coordinator

Product Action International, LLC – 2004-2008

Program Coordinator/DaimlerChrysler Business Unit

Maintained program policies regulations

Plant layered Process Auditor

Communicated across all organizational levels

Prepared & resolved web edits/ IT Representative

Quality Inspector

Created Initiation Letters & Exit Letter

Updated Nightly Reports

Updated DaimlerChrysler websites

Convergys Corporation - 2000-2004

Customer Service Representative Supervisor / Technical 2 Representative

Supervised many complex migrations

Assisting employees’ to become more accurate and professional

Appling soft skills to communicate with irate customers to achieve customer satisfaction

Responsible for training new and existing employees, make them more productive

Owens College - 1999-2001

Computer Lab Assistant / Information Technology Representative / Network Assistant

Training new recruits and assisting the network administrator

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