IT Technical Support Specialist

DEREK SARGENT

TECHNICAL SUPPORT SPECIALIST APPLICATION & SYSTEMS ANALYSIS

Philadelphia, PA 508-***-**** ******************@*****.*** linkedin.com/in/derek-nathan-sargent

PROFESSIONAL SUMMARY

Customer-focused technical support and systems professional with more than 20 years of experience troubleshooting complex software, server, network, and application issues in enterprise and high-availability environments. Strong background in requirements gathering, systems analysis, ticket management, Windows/Linux platforms, SQL-supported applications, incident triage, escalation, documentation, and direct customer communication. Experienced translating user needs into technical requirements and scopes of work, supporting globally distributed users, and working across technical teams to drive issues through resolution.

CORE SKILLS

Technical Support & Troubleshooting • Application Support • Systems Analysis • Requirements Gathering • Incident Triage & Escalation • Ticket Management • Customer Communication • SLA-Focused Support • SQL & Database Concepts • Windows Platforms • Linux/Solaris • Networking • DNS/DHCP • Microsoft 365 • Active Directory • ServiceNow • Remedy • Documentation & Knowledge Transfer • Project Coordination • System Implementations • SDLC Concepts

PROFESSIONAL EXPERIENCE

Northern Regional Technology Leader Georgia-Pacific LLC

United States Mar 2025 - May 2026

Supported multiple business divisions through hands-on troubleshooting, escalation management, customer communication, and coordination with enterprise infrastructure and application teams.

Evaluated incoming technical requirements, translated business needs into actionable support and implementation work, and communicated status and risk to stakeholders.

Trained and mentored an eight-person infrastructure team on troubleshooting methods, networking fundamentals, and consistent support practices.

Technology Leader for Corrugated Division Georgia-Pacific LLC

Springfield, MA region Jun 2019 - Mar 2025

Supported technology operations for more than 40 manufacturing facilities, resolving and coordinating issues across endpoints, servers, networking, business applications, OT networks, and cybersecurity.

Worked directly with end users, plant leaders, engineers, vendors, and enterprise support groups to gather requirements, diagnose problems, prioritize incidents, and drive issues to resolution.

Created technical job scopes for contractors by translating company and site requirements into defined infrastructure work, then reviewed contractor proposals for alignment with scope, cost, and operational needs.

Managed technology initiatives from discovery and requirements gathering through implementation, troubleshooting, operational handoff, and ongoing support.

Technical Support Analyst II Park Place Technologies

Marlborough, MA Feb 2017 - Jun 2019

Provided Level 2 and Level 3 support as part of a five-person team responsible for approximately 4,500 Georgia-Pacific desktops and 400 servers.

Troubleshot Windows/Linux servers, Microsoft 365, Exchange, SQL Server, Active Directory, SCCM, DNS/DHCP, wired/wireless networking, encryption, imaging, deployment, and hardware break/fix issues.

Created, updated, escalated, and resolved support work in ServiceNow while maintaining clear technical records and coordinating across support tiers.

Produced service analysis, charts, and reporting used in internal reviews of support quality and recurring issues.

EARLIER TECHNICAL SUPPORT & SYSTEMS EXPERIENCE

Medical Equipment Technician Robert Half Technology

Greater Hartford, CT Nov 2016 - Feb 2017

Installed and configured servers, Cisco switching/routing, wireless access points, and cabling for a hospital-wide telemetry and asset-management system; worked with engineers and architects to implement site requirements.

End User Support Technician II The TJX Companies

Marlborough, MA May 2016 - Jun 2016

Provided 24/7 Tier 2 support for servers, POS systems, back-office applications, and remote network/wireless issues across more than 3,500 stores; managed work in ServiceNow and escalated to Level 3 engineering when required.

Pathfinder Program Technical Lead National Ground Intelligence Center

United States and worldwide sites Jun 2003 - Jun 2008

Directed 24/7 technical support for the Pathfinder web-based data-mining and search suite across more than 35 sites and 15+ worldwide Solaris/Linux servers.

Performed requirements analysis by working directly with intelligence analysts, translating user suggestions and operational needs into technical requirements for application and system improvements.

Automated acquisition and conversion of database and web content using Perl, shell, and text-processing tools; provided direct customer support and technical training.

Systems Analyst IV BAE Systems supporting the Office of Naval Intelligence

Suitland, MD Nov 1998 - Jun 2003

Administered and supported the Pathfinder application environment, managed user accounts and training, resolved Remedy tickets, and provided deskside, phone, and remote support for more than 2,000 users.

Supported web indexing, data analysis, database management, text/field transformation, server installation, and application data loading.

EDUCATION & CREDENTIALS

Defense Language Institute Certificate in Persian-Farsi Language 1993-1994

Mount Wachusett Community College Associate of Arts, Liberal Arts and Sciences, Physics 1989-1991

Prior certifications: CompTIA A+ and CompTIA Network+ (not currently active) Fluent in Persian-Farsi U.S. military veteran

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