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.

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