Derrick Cooper Email & Phone Number

Washington, District Of Columbia, Us

Configured over 400 iPads for deployment, including setup, app installation, and security configuration, using Apple Business manager, ensuring readiness for client use across various departments.Provided tier 1 and tier 2 help desk support for over 700 clients, troubleshooting hardware, software, and network issues with a 93% issue resolution rate using the RingOver phone system.Logged, tracked, and resolved service tickets using a ticketing system, managing multiple requests while adhering to service level agreements (SLAs).Created and maintained data management solutions using Google Sheets, automating processes to improve workflow efficiency and reporting for support team metrics.Developed custom automation scripts in Google Sheets using JavaScript to streamline data logging and reporting for enhanced service operations.Collaborated with management teams to implement technical solutions and continuously improve help desk workflows, enhancing overall service quality and customer satisfaction.Through this role, I honed my technical troubleshooting, device management, and data analysis skills, ensuring high-quality service delivery and effective solutions for users’ IT needs.

Washington, District Of Columbia, Us

• Provided comprehensive troubleshooting and technical support for Apple devices, including device setup and deployment, in-house tech support, and utilizing Apple Business Manager to manage corporate devices.• Successfully managed over 1600 calls as Tier 1 support, maintaining over an 80% success rate in resolving user issues promptly and effectively.• Provided Tier 2 support by demonstrating advanced problem-solving skills by closing over 10 complex technical tickets.• Efficiently managed and documented incoming calls from end users using Nextiva and RingOver Phone service, ensuring timely resolution and clear communication.• Enhanced work place efficiency by developing automation scripts in Google Sheets using JavaScript, streamlining workflow processes and reducing response times.• Utilized Jira and Confluence as an integrated ticketing system to log, track, and resolve issues reported by end users, maintaining a structured and organized approach to problem-solving.• Demonstrated exceptional proficiency in managing the organization's YouTube channel, including downloading Zoom training sessions and uploading them, significantly increasing view count, impressions, and user engagement.• Leveraged Salesforce CRM to enhance customer support, data management, and overall help desk operations.• Played a vital role in Salesforce setup and implementation, assisting in data cleanup and ensuring data integrity and accuracy within the CRM system.

Richfield, Minnesota, Us

• Played a pivotal role in cultivating a positive client experience by establishing and nurturing strong client relationships. Demonstrated empathy and a solutions-oriented approach to address clients' diverse needs.• Delivered consistently positive and timely engagements with clients during both the check-in and check-out processes, ensuring a smooth and hassle-free experience.• Proficiently gained insights into clients' technology issues by employing effective communication techniques. This included asking probing questions, active listening, seeking clarifications, taking meticulous notes, and providing accurate time estimates for the next steps.• Monitored service queues with diligence, promptly addressing clients' inquiries, and providing precise status updates to keep clients informed and engaged throughout the service process.• Employed advanced troubleshooting skills and specialized software to diagnose and resolve complex client issues, both hardware and software-related.• Leveraged technical expertise to proactively solve a wide range of software and hardware issues, creating positive and lasting customer interactions.

Richfield, Minnesota, Us

• Efficiently managed the receiving and shipment of store merchandise, meticulously comparing received items against packing lists to ensure accuracy.• Applied security tags to products and orchestrated their movement to the sales floor or warehouse storage, ensuring product security and availability.• Expertly packaged merchandise for shipment, demonstrating proficiency in preparing bill of lading documents for efficient transfers.• Skillfully packaged merchandise for return to Distribution Centers, adhering to established protocols for item handling.• Operated equipment in strict accordance with safety standards to facilitate the safe and efficient movement of merchandise within the facility.• Diligently stocked merchandise on the sales floor, ensuring a well-organized and appealing presentation to customers.• Collaborated in the efficient processing of drop shipments, contributing to timely order fulfillment.• Played a key role in preparing merchandise for home delivery, enhancing customer satisfaction through prompt and accurate deliveries.• Maintained meticulous records to accurately document merchandise movement, streamlining inventory tracking and management.• Proficiently handled paperwork related to store receiving, transfers, home delivery, DEVO (Direct Vendor Order), and Junk Out, ensuring smooth operations and compliance with documentation requirements.

Richfield, Minnesota, Us

• Helped Geek Squad Field Agents with installation and set up of smart TVs, home mesh networks and home networks.• Assisted Geek Squad with hotel tv installations(Mayflower, Residence Inn, etc)• Provided solutions to customers with expert knowledge in Digital Imaging, Computers, Gaming, Home Theater, Portable Audio and Connected Home departments

Washington, D.C., Us

• Successfully wiped and reimaged over 110 federal government laptops, ensuring their readiness for use by employees.• Played a crucial role in the replacement and installation of 300+ docking stations across various GSA sites, including the prestigious White House location.• Assisted customers with computer-related issues through a ticketing system, offering prompt and effective technical support.• Maintained meticulous control over hardware inventory by segregating old equipment and preparing it for replacement with newer hardware.• Expertly uninstalled 300 hard drives from laptops designated for destruction after thorough data wiping.• Demonstrated technical proficiency by effectively wiping mobile phones, both iOS and Android, while navigating complex security features that posed challenges, ensuring data privacy and security standards were met.

Washington, District Of Columbia, Us

• Skillfully managed an extensive filing system comprising 500+ contracts created and formalized by the Office of Contracts and Procurement, ensuring efficient organization and easy access to critical documents.• Accurately recorded and cataloged data from 500+ contracts, maintaining comprehensive and easily understandable spreadsheets for streamlined data management.• Demonstrated exceptional organizational skills by handling incoming calls, directing inquiries, and scheduling meetings for contractors seeking to engage in business or renew contracts with the District of Columbia, facilitating seamless communication and collaboration.

Memphis, Tn, Us

• Played a pivotal role in annual inventory preparations by meticulously resetting backroom hard parts shelves and ensuring accurate part counts, making critical adjustments when discrepancies arose.• Demonstrated strong inventory management skills by overseeing daily management of overstock inventory, ensuring optimal stock levels and organization.• Assisted customers in resolving technical car issues by providing hands-on troubleshooting support in select cases, delivering effective and practical solutions.• Expertly handled over 100 cash transactions daily, maintaining precise cash handling procedures and ensuring financial accuracy.• Provided customers with exemplary in-depth customer service, leveraging extensive product knowledge to offer tailored recommendations and solutions, enhancing overall customer satisfaction.

• Collaborated closely with a team of fellow interns to capture memorable moments throughout the summer, contributing to the documentation of the program's activities and experiences.• Designed and organized engaging and educational activities for children participating in the program, fostering their learning and creativity in the realm of media.• Demonstrated effective communication and presentation skills by delivering a final video presentation at the culmination of the summer program, showcasing the highlights and achievements of the season.

Minneapolis, Mn, Us

• Efficiently and systematically unloaded 1-2 trucks nightly, handling a significant volume of freight ranging from 1,200 to 3,600 pieces of stock, ensuring timely and accurate inventory receipt.• Demonstrated exceptional organizational and time management skills by stocking the entire store in preparation for opening, guaranteeing a well-organized and well-stocked sales floor.• Collaborated with team members to ensure the store's logistics operations ran smoothly, including tasks such as inventory management, order fulfillment, and maintaining a clean and safe work environment.• Maintained a strong focus on safety protocols and adhered to company standards, contributing to a safe working environment for all team members.• Assisted in the development and implementation of efficient inventory control processes, helping to streamline inventory management and optimize stock levels.• Participated in team meetings and training sessions to stay updated on company policies and procedures, fostering a culture of continuous improvement and teamwork.

Memphis, Tn, Us

• Provided exceptional customer service by assisting customers in looking up parts, offering expert guidance, and facilitating smooth and efficient transactions.• Ensured optimal store organization and presentation by actively stocking store shelves, maintaining accurate inventory levels, and arranging products for easy access.• Played a crucial role in maintaining the store's appearance by ensuring that all products on shelves were neatly presented, contributing to a positive in-store shopping experience.• Collaborated effectively with team members to address customer inquiries, manage inventory, and support the overall operation of the store.

Washington, District Of Columbia, Us

• Collaborated with Summer Site Monitors to assist in the scheduling of site visits, ensuring a well-organized and efficient process for evaluating sites and programs.• Demonstrated strong organizational skills by managing a filing system for Site Visit Reports, maintaining an orderly and accessible record-keeping system.• Played a vital role in data management by meticulously logging Site Visit Reports into spreadsheets, facilitating data analysis and reporting for program evaluation and improvement.• Assisted in the creation and distribution of reports, documents, and communications, contributing to effective and clear information dissemination.• Participated in team meetings and training sessions to enhance administrative skills, develop proficiency in office software tools, and contribute to the overall success of the department.• Collaborated with colleagues to support departmental projects and initiatives, fostering a collaborative and productive work environment.

Washington, District Of Columbia, Us

• Collaborated with Summer Site Monitors to assist in the scheduling of site visits, ensuring a well-organized and efficient process for evaluating sites and programs.• Demonstrated strong organizational skills by managing a filing system for Site Visit Reports, maintaining an orderly and accessible record-keeping system.• Played a vital role in data management by meticulously logging Site Visit Reports into spreadsheets, facilitating data analysis and reporting for program evaluation and improvement.• Assisted in the creation and distribution of reports, documents, and communications, contributing to effective and clear information dissemination.• Participated in team meetings and training sessions to enhance administrative skills, develop proficiency in office software tools, and contribute to the overall success of the department.• Collaborated with colleagues to support departmental projects and initiatives, fostering a collaborative and productive work environment.

Bachelor'S Degree, Software Development

Computer Technology Associate Of Arts And Sciences - Aas, Computer Science