Derek Bacus Email & Phone Number

Austin, Texas Area

Palo Alto

Provide technical support via ZenDesk and phone Participated in QA testing for new patch releases Contributed to Technical Knowledge Base documents Migrated customer’s accounting data from previous accounting software to current accounting software Provided technical support for Bill.com products including Sync, Bill Payments, and Accounts Receivables Provided data sync support & error resolution Performed Accounting Software Sync Upgrades for cloud accounting software such as QuickBooks Online, Xero, Intacct, and NetSuite Performed Data Analysis for customer transactions and accounts ​Provided support for Tier 1 and Tier 2 customer service representatives

Santa Clara, Ca

TIER 2 SPECIALIST, INTEL MEDIAJanuary 2013 to PresentSupported in the testing of the hardware and service delivery for OnCue.• Supported in the development of the processes, policies and procedures for technical escalations• Developed Detailed training documents for Tier 1 agents for troubleshooting video streaming, home network, and audio device support.• Provided support to provision all test hardware• Identified over 400 specific defects in the hardware, software and service delivery of the BETA product through an internal reporting tool• Communicated top weekly business drivers to upper management• Reproduced product defects through performing office lab tests that consist of home networking and home entertainment system replication• Analyzed product software and device errors through a system error log analyzer• Analyzed live device data errors through a Secure Shell Analyzer• Scope of work included the weekly analysis of over 3400 BETA tester hardware• Additionally managed the support of a secondary external test group consisting of 600 testers to analyze market specific service delivery issues before product launch could begin• Attended Engineering meetings for product development and opportunities• Proficient in Salesforce.com case management system• Supported the implementation of call flow troubleshooting tool in Salesforce.com• Supported with forward logistics with internal and external BETA testers

Santa Clara, Ca

• Supported escalated customer cases and disputes• Provide on-going training and feedback to the customer service representatives• Maintain quality assurance/satisfaction records, constantly seeking new ways to improve customer service• Efficiently resolve escalated customer account issue.• Provided sales and customer service to store customers.• Provided merchandise and inventory support for stock replenishment.• Provided in store training to customers, ranging from OSX to IOS.

Tulsa, Oklahoma Area

May 2010 to March 2011• Trained and support Tier 1 employees on Dos based inventory and shipping software tool.• Maintain and repaired computing hardware as needed.• Provided Technical support for end users supporting the Electronic Price Book software.• Engaged in logistics review and shipping for warehouse goods.

Multi/Interdisciplinary Studies

General Studies