Technical Project & AI Solutions Specialist
Resume:
DERRICK MITCHELL
Phoenix, AZ
**********@*****.***
PROFESSIONAL SUMMARY
A 20 year highly efficient and adaptable Technician with a philosophy centered on providing helpful, accurate, and reliable information. Available to assist with a wide variety of tasks, including data analysis, project planning, and communication. Experience
As a large language model from Google and Microsoft my experience involves assisting users with:
• Drafting professional documents, reports, and professional creative content.
• Writing and debugging code in various programming languages.
• Translating languages with nuance and context.
• Answering complex questions by synthesizing information from many sources.
• Serving as a creative partner for brainstorming and problem-solving.
• Bringing about an understanding customer service experience to business clients. Skills & Proficiencies
• Project Management Support: Assisting with project planning, tracking, and reporting.
• Data Analysis: Identifying root causes, bottlenecks, and potential solutions.
• Communication: Drafting clear and concise project proposals, reports, and stakeholder communications.
• Software Knowledge: Extensive knowledge of project management tools such as Jira, Asana, Trello, Microsoft Project, and Smartsheet.
• AI Consulting/Development: end-to-end development of AI solutions for enterprise clients, including predictive maintenance models, customer sentiment analysis, and intelligent automation workflows.
• MLOps: Experience with ML model lifecycle management, CI/CD pipelines for ML workflows, containerization (Docker), orchestration (Kubernetes), and monitoring using tools like MLflow and Prometheus.
• Requirements Engineering (RE): Skilled in eliciting, analyzing, documenting, and validating business and technical requirements. Proficient in stakeholder interviews, use case modeling, and traceability matrices.
• DevOps & Automation: Integration of MLOps with DevOps practices using GitHub Actions, Jenkins, and Terraform for infrastructure as code.
• Cloud ML Services: Hands-on with Azure ML Studio, AWS SageMaker, and Google Vertex AI for model training, deployment, and monitoring. Education
Continuously trained and developed by Google, and Microsoft Productivity Applications with a knowledge base that is constantly being updated to ensure the most current and comprehensive information.
Cloud Experience: Experience with cloud platforms and services. TECHNICAL SUMMARY
• MS Azure/ AWS and other cloud service procedure trained/Implementation PROFESSIONAL EXPERIENCE LTI Mindtree Senior Engineer – Cloud Infra Management
• Azure and 365 conversion and consulting for all employees at stores.
• Provided support for MS Azure. Field Nation Senior Desktop Lead Field Support Technician
• Azure on premise to AD Cloud management, Tenant AD account management services.
• Maintaining user 365 accounts – Exchange, Office 2016 and One drive cloud services (Azure)
• Provided support for MS Azure Atos/NCS Senior Global Lead Desktop Field Support Technician
• Maintaining user 365 accounts – Exchange, Office 2016 and One drive cloud services (Azure)
• AWS and Azure Assistance for Data Center file support through Atos (Nationwide) Papa John's Salads & Produce Senior/Lead System Application Support Analyst
• Project to migrate into 365 Office & Cloud SharePoint, OneDrive for Business for company-wide file transition and communications
• Company database management project migration from SQL VM to Multi-Tenant DBaaS (Azure) Certifications:
CompTIA A+, HDI Helpdesk Certified, ITIL compliance and training Technologies:
SQL Server 2008/2005 Express, Sever 2008 r2,VMWare versions 6-7, Microsoft Office 2003/2007, MS Outlook/ Exchange, Active Directory, SMS/ BigFix, MS Project 2003/2007, SAP, Business Objects and Oracle, Windows XP/Vista/7, Cisco VPN 4/5, All current Citrix clients, Adobe Suites, VZW Access manager, Blackberry Connect Manager, MSSQL Client, MS Visio, Lotus Notes, QuickTime, Adobe Photoshop, Reader, Flash, Internet Explorer, TCP/IP, McKesson HBOC Star 2000, Horizon Surgical Manager, Clinstar, IDX Lastword/ IDX Extend, Allscripts, Misys/Sunquest
OS:
Windows XP/7/10/11, UNIX, Linux, Novell NetWare, Mac OS Databases:
Oracle, ADB2, Relational Databases
Languages:
Visual Basic, SQL, HTML, ASP, CSS, C++, CGI, Perl, Java ITIL:
Trained in ITIL v2/v3 (not certified) for 2nd Level Support Incidents which cannot be solved immediately with the means of 1st Level Support
PROFESSIONAL EXPERIENCE
LTI Mindtree 12/2023 –
Present
Senior Engineer – Cloud Infra Management
POS/Cloud support for Maurices Stores
· Daily responsibilities included all call service desk support for all 900 stores US/Canada. PowerShell and bulk provisioning supporting user granted access to SSO groups and login issues. MFA guided access/setups to mobile devices.
· Azure and 365 conversion and consulting for all employees at stores.
· Maintaining user 365 accounts/onboarding assistance password resets
· Project management for offboarding of old and out of date equipment.
· All call ticket handling through Service now, working all tickets including backlogs.
· Priority SME support and IVR management of all P!, P2 alert monitoring.
· Remote desktop repairs and break fix.
· Provided support for MS Azure.
Field Nation 12/2015 –
Present
Senior Desktop Lead Field Support Technician
Supported clients in major retail markets
· Daily responsibilities included desktop lead setup, Leading field desktop engineers, network configurations, repairs and image deployment for Windows 7/10/11 and SCCM
· Azure on premise to AD Cloud management, Tenant AD account management services.
· Maintaining user 365 accounts – Exchange, Office 2016 and One drive cloud services (Azure)
· Setup user authorizations in active directory and on boarding/off boarding of accounts as necessary
· Proprietary Applications support, deployment and repairs
· Agent call center support handling (Ticket based)
· Remote desktop (Offsite support) for all remote agents
· Provided support for MS Azure
· Professional technical vending using the field nation and work market platform portal
· Daily duties are performed via work order trouble tickets from retail markets, Servicing major network issues, network and Internet cut over repairs or installment and security updates. Atos/NCS 9/2017 – 12/2019
Senior Global Lead Desktop Field Support Technician
· Provided support for active directory – New hires on boarding/off boarding of accounts + Provisioning (IAM Services)
· Maintained user 365 accounts – Exchange, Office 2016 and One drive cloud services (Azure)
· Daily responsibilities of ticketing duties in SNOW – Desktop setup + configurations, repairs and image deployment for WIN7/WIN10 SCCM and ImageX.
· Proprietary Applications support, deployment and repairs
· Agent call center support handling (Ticket based)
· Remote desktop (Offsite support) for all remote agents
· AWS and Azure Assistance for Data Center file support through Atos (Nationwide) Mindlance 12/2016 – 6/2017
Systems Support Engineer
Client: Charles Schwab
· Responsible for daily server and group requested access through remedy
· Dailey provisioning of accounts via PowerShell and bulk provisioning
· Supporting user granted access to Windows/ Linux servers to groups and login issues
· Managing active directory group policy for access requests of all server to group access
· User support in Request Center for proper access/change/remove services to request
· Maintaining role owner/approver of all groups updates/adds/changes in active directory
· Process of emergency AD removals and expedited accounts
· Maintaining identify roles for access management through 2 factor authentications for user access to
secured domains
· Maintaining proper GPO process for audit purposes Papa John's Salads & Produce 8/2016 – 12/2016
Senior/Lead System Application Support Analyst
· Project to migrate into 365 Office & Cloud SharePoint, OneDrive for Business for company-wide file transition and communications
· Company database management project migration from SQL VM to Multi-Tenant DBaaS
(Azure)
· Responsible for Governance and Risk Compliance of all user roles in the company managed database.
· Management of abstraction to simplify roles and duties for similar and alike employees throughout company compliance.
· Maintaining company WordPress SEO in site meta tag management.
· Writing and updating company IT compliance infrastructure including data back plans with reference to RTO’s and incorporating to company disaster recovery plans
· Adherence and compliance with client requested IT audits, proven data security plans and PHI secured management
· Access data management includes managing in place and new policies, secured applications and secured database location
· Implementation of new room to invoice processes for expanding company production for labor and transportation employees
· Management of all new, and existing employee’s through Active Directory
· Identity Management and provisioning of account removals, creation and change management
· Maintaining of SQL account database employee information including individual account backups (DBaaS)
· Maintaining older IMAP mail account setups, mobile device configuration and management
· Responsible for all server 2003/2008 R2 machine backups and maintenance
· Responsible for AVAYA phone maintenance and account management Peak System 11/2015 – 8/2016
Senior Desktop Field Support Technician
· Onsite PC installs and Windows migrations identity management of enterprise, retail and government PC’s
· Following detailed work order instructions via email and self-managing resources
· Provisioning follow up’s on communications and support over phone and emails
· Prioritizing time management with all clients.
· Documented technical solutions, strategies, role inventories, recommendations and key metrics associated with Identity and Access management program. Orion Health CSS (IT Client Support Services) 9/2014 – 11/2015 System Application Support Analyst
· Troubleshooting highly technical solutions related to Orion Health software products for projects and customers.
· Think creatively and implement solutions effectively when standard functionality has failed.
· Performed implementation and solutions for all account customers and maintaining standard account functionalities.
· Intranet meta data management in advance search management processes for internal employees.
· Coordinated with development teams with in-depth issues requiring escalation.
· Maintaining PHI (Protected Health Information) and HIPPA standards with all external and internal clients
· Tracking project and time management in various ticketing systems for each account process.
· Liaison between development and customers related to IT resolution and fixes, account/product updates.
· Provided professional customer focus to external and internal clients serving as first level of contact.
· Maintaining analytical account/product data for specified accounts and clients through select internal and 3rd party software.
· Provides internal Rhapsody HL7 Software training to clients and internal employee’s.
. EpicCare Ambulatory/Inpatient: Provided Tier 2 support for clinical users experiencing issues with charting, documentation, and order entry. Assisted with troubleshooting workflows and resolving access issues.
. Epic Cadence & Prelude: Supported scheduling and registration modules, resolving appointment booking errors, patient demographic updates, and insurance verification issues.. .
.Epic MyChart: Delivered technical assistance for patient portal access, including password resets, browser compatibility issues, and mobile app support.
. Epic Resolute (Professional & Hospital Billing): Assisted billing departments with troubleshooting claim submission errors, payment posting discrepancies, and user access issues. Peak System 5/2014 – 9/2014
Senior Desktop Field Support Technician
· Onsite PC installs and Windows migrations identity management of enterprise, retail and government PC’s
· Following detailed work order instructions via email and self-managing resources
· Provisioning follow up’s on communications and support over phone and emails
· Prioritizing time management with all clients.
· Client support and third party SEO Consulting and metadata management.
· Documented technical solutions, strategies, role inventories, recommendations and key metrics associated with Identity and Access management program. Coventry/ Aetna Health 8/2013 – 5/2014
Senior Desktop Field Support Technician
· Provisioning of user account identity management for on boarding, inbox additions, account removal, account creations, directory addition, in active directory.
· Managed Identity and Access management systems and work closely with IT and business units to ensure identity and access solutions meet or exceed security policies and regulatory compliance requirements.
· Designed, developed and implemented identity and access management security across TCH's infrastructure supporting role based access entitlements schemes and definitions.
· Responsible for user database account provisioning and change management of secured services/accounts
· Responsible for phone support on technical issues for Win7, Citrix, network and Printer . Adds, updates, and deletes user profiles to maintain the integrity of access controls based on current policies and procedures.
· Reviewed security logs and violation reports and scheduled follows up as necessary.
· Ensured system users are aware of all current data security procedures.
· Assisted in developing and implementing data security standards, procedures, and guidelines for multiple platforms and diverse systems environments.
· Assisted other Security Administrators with the implementation of security controls in new and existing applications and systems.
· Participated in the review of security features of new software. Worked with other staff to assess security system modifications required due to other system changes. Community Health Systems (CHS)/ Healthway Inc. 12/2011 – 7/2013 Senior Desktop Field/ Information Security Technician
· Provide desktop support on migration issues on various platforms Win7, Citrix, network/printing, troubleshooting and support for clinical staff, nurses, ED, ER, & Lab staff for password creation and walk through.
· Troubleshooting software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers.
· Support building roles within applications from Active Directory/ Active Directory migrations
· Provided support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
· Maintaining existing account database provisioning and change management of secured medical accounts and services (SQL Server Account Management)
· Performed custom Image Builds, modification, testing and servicing on all internal/in- house data communications network equipment. SSO onsite support and registration for internal and remote employees.
Experienced with SQL, stored procedures, and database triggers on MS SQL Server platforms. Facilitated use of technology-based tools or methodologies to review, design and/or implement products and services.
Ensured security access lists are well maintained, security-related exits are operable, and work on audit tasks to keep TCH environments compliant with standards. Facilitated business process design as it relates to managing identities and access privileges such as architecture, delegated administration models, workflow models and access control models.
· Maintaining uses account roles through identity management (IDT10) and provisioning of accounts.
· Configure accounts for physician's HIM users also add AD groups to user accounts for Citrix- Cerner access.
· Grant access to users via CSR, Routing request to local IS for sites for local issues.
· Generate accounts and provision.
· SiteMinder for SSO setup and administration for all medical staff including training and permissions add-ons policy procedure and compliance training.
· Completing Sign-On (SSO) for all medical staff
· SSO onsite support and registration for internal and remote employees.
· Responsible for SQL database account provisioning and maintenance of protected accounts
· Provided timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
· Provided case status updates to management and end-users.
· Provided support/administration all VDI (ver4.5) Environments for the Tempe/Chandlers Offices
· Responsible for support and maintaining effective relationships with users.
· Responsible for developing documents, and implementation of standard operating procedures and customer service guidelines relating to remote IT support. EDUCATION & CERTIFCATIONS
· MCDBA, A+, Web Administration & Implementation/ Development New Horizons Tech, Tempe, AZ
· ITIL compliance and training
· Courses on Corporate Solutions Structure and Framework
· CIS Computer Information Systems Training / HTML Scripting-Coding Metro Tech
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