Darren Carroll Email & Phone Number

Portland, Oregon Metropolitan Area

• Handled up to 15 tickets per day while maintaining an average time to resolution of 2.25 hours.• Record, track, and document the problem-solving process including all successful and unsuccessful decisions made and actions taken.• Write and update Knowledge Base articles and recommend process changes for the user experience.• Troubleshoot laptops, printers/scanners, both network and direct, and software issues, while isolating problems.• Provide remote support to end users via Comodo remote support application.• Setup and maintain usernames and passwords for employees in Active Directory.

Vancouver, Washington, United States

• Deployed and troubleshot Apple mobile devices and various network printers.• Imaged and troubleshot Microsoft Windows (10/11, Server 2016) and Mac M1(Monterey/Ventura) devices• Administered user groups and permissions in hybrid cloud environment.• Provided timely response and resolution to issues submitted through ticketing system, email, or over the phone.• Supported staff with the use of video conferencing equipment like Zoom, Teams, or other applications.• Implemented a culture of security among staff through monthly reminders and regular training.• Developed scripts for automating tasks to improve efficiency through PowerShell and Unix terminal.• Provided remote support to end users through Zoho Assist and Pulseway Remote Management software.• Managed network security through the use of SonicWall firewall interface.• Setup VLANs for WAN/WLAN interfaces.• Aided management in research and implementation of projects.

Vancouver, Washington, United States

• Secured up to ten customers’ information at a time over the course of one year into a secure database in Microsoft Windows OS using Bitlocker encryption.• Built and designed the website associated with the business using an open-source web application.• Set up secure firewalls and managed IDS logs in a SOHO environment to protect customer information from intruders.

Vancouver, Wa

• Awarded Top Dasher March 2020 for exceptional customer service and maintained top performance throughout the duration of employment. • Executed over 400 orders per month while maintaining a 95% on-time delivery and a 4.9 of 5-star rating for overall customer satisfaction.• Coached end-users through the process of reaching customer support to resolve discrepancies or make order alterations.

Portland, Oregon

• Created a system to detect errors in sales shipments, thus reducing the amount of incorrect freight estimates by more than 10%. • Detected and resolved invoicing errors in excess of $10k over six months’ time.• Collaborated with management to reconcile open orders more than ten days old, reconciling paid sales of $250k+.

Vancouver, Washington

• Audited freight paperwork to ensure accuracy and completion prior to database entry. • Prepared and audited nearly 50-100 invoices, purchase orders, and sales orders per day for accuracy prior to inter-departmental delivery and accounting system entry. • Audited over 500 checks per week for freight invoicing and payment consistency.• Prepared client and vendor facing communications.• Collected on over 50 accounts that were over 90 days past due with an 80% success rate.

Vancouver, Washington

• Provided customer service to nearly 100 customers per day fielding calls, greeting in-store visitor, or delivering directly to a residence.• Handled cash transactions of up to $100 per customer utilizing handheld electronic devices and online point-of-sale systems.

United States

• Troubleshot electrical systems inside of military vehicles to maintain combat readiness.• Managed, directed, and performed installation and operation of military communications equipment in ten vehicles assigned to my platoon and a singular handset radio on the ground.• Input vital information into the proprietary classified laser aiming system in tanks to ensure accurate firing systems.

Computer And Information Systems Security/Information Assurance

ITIL Foundations A+ Network+ Security+

Bachelor’S Degree, Accounting And Finance, 3.2 Gpa

Activities and Societies: DECA, Veteran's, Student Investment, and Financial Management Association Club

Associate Of Arts (Aa), General Studies, 3.2 Gpa

Activities and Societies: Choir