Derek Fuchs Email & Phone Number

Billings, Montana, United States

Key Responsibilities:- Serve as the primary point of contact for clients, offering expert technical support via phone and email.- Resolve escalated technical issues promptly, maintaining a 99% customer satisfaction rating and ensuring quick resolution of critical problems.- Analyze and troubleshoot complex software and product issues, utilizing advanced problem-solving skills and knowledge of the company's products and services.- Collaborate with cross-functional teams… Show more Key Responsibilities:- Serve as the primary point of contact for clients, offering expert technical support via phone and email.- Resolve escalated technical issues promptly, maintaining a 99% customer satisfaction rating and ensuring quick resolution of critical problems.- Analyze and troubleshoot complex software and product issues, utilizing advanced problem-solving skills and knowledge of the company's products and services.- Collaborate with cross-functional teams, including engineering and product development, to identify and communicate bugs, usability, and performance issues to improve product quality.- Create and maintain detailed technical documentation, knowledge base articles, and FAQs, aiding clients and team members in issue resolution and knowledge sharing.- Participate in regular team meetings and performance reviews, providing valuable insights for process improvement and exceeding performance metrics. Show less

Billings, Montana, United States

Billings, Montana, United States

➦ Serve in a leadership role as a Product Owner for Credit Card and Mortgage Applications, using Agile/Kanban principles➦ Address gap within production support through experience as a product owner and managing analysis for the Digital Strategy team➦ Develop governances in production, including accountability and various processes to outline directives within Agile framework➦ Play integral role implementing proper terminology and governances within Salesforce development… Show more ➦ Serve in a leadership role as a Product Owner for Credit Card and Mortgage Applications, using Agile/Kanban principles➦ Address gap within production support through experience as a product owner and managing analysis for the Digital Strategy team➦ Develop governances in production, including accountability and various processes to outline directives within Agile framework➦ Play integral role implementing proper terminology and governances within Salesforce development projects within JIRA ➦ Coordinate regular meetings with partnering business units to gather requirements and user stories ➦ Work closely with the development team to gain acceptance criteria and full requirements to ensure successful completion of the task➦ Leadership brought forth improvement in efficiency, productivity, reduction in researching and gathering requirements, and understanding and transparency from all teams Show less

Billings, Montana, United States

Billings, Montana, United States

➦ Led as Systems Administrator for 90+ Windows User Environment, while supporting deployment and setup Office 365 and various other products (Yammer, SharePoint, Teams)➦ Governed as a subject matter expert to Sonicwalls, networking, application troubleshooting, and supported server, network, and workstations through troubleshooting, reducing downtime, and quickly identifying issues, providing viable solutions➦ Technical Lead for a team of Tier 2 Engineers, and mentored team… Show more ➦ Led as Systems Administrator for 90+ Windows User Environment, while supporting deployment and setup Office 365 and various other products (Yammer, SharePoint, Teams)➦ Governed as a subject matter expert to Sonicwalls, networking, application troubleshooting, and supported server, network, and workstations through troubleshooting, reducing downtime, and quickly identifying issues, providing viable solutions➦ Technical Lead for a team of Tier 2 Engineers, and mentored team members through troubleshooting and customer service skills➦ Supported and mentored Service Desk team with advanced issues, questions, troubleshooting, and issue escalation➦ Facilitated Tier 2/3 support for a managed service provider for Billings and surrounding area clients Show less

Greater Denver Area

➦ Served as Project Coordinator to accounting software (Quorum) extensive software upgrade, which reflected improved processes, resolved old bugs, and enhanced security for user access during the upgrade➦ Managed Quorum release with vendor support; coordinated testing scenarios, communicated with developers, and led meetings for the status of projects➦ Led all meetings between business units and vendors to layout planning and ensured transparency of information➦ Provided… Show more ➦ Served as Project Coordinator to accounting software (Quorum) extensive software upgrade, which reflected improved processes, resolved old bugs, and enhanced security for user access during the upgrade➦ Managed Quorum release with vendor support; coordinated testing scenarios, communicated with developers, and led meetings for the status of projects➦ Led all meetings between business units and vendors to layout planning and ensured transparency of information➦ Provided strong business acumen to include preparing weekly status updates, monitoring, and tracking progress ➦ Development to all test case scenarios for the QA process and managed bug fix tracking➦ Gathered information from business units to gain details of issues and the ability to speak/understand to both technical and non-technical audiences➦ Collaborated with vendors to communicate problems and served as a liaison for resolving issues between vendor and software➦ Served as Data Steward and System Administrator for core systems and Business Analyst for ETL processes, and Administrator for Quorum, Peloton Wellview/Siteview, and other finance systems➦ Created ETL processes in Activebatch to help join system databases to run analysis or create SSIS/SSRS products for the business Show less

Greater Denver Area

➦ Applied ownership to gain a comprehensive understanding to VB scripting and wrote a script to look at the downloaded packet and automatically sort to the correct shared locations to address issues regarding manual download to mass amounts of Raster logs from a web service and manually sort to correct shared folder locations company-wide➦ Gained learning and coding within a month and wrote scripts for each office location and trained users to use the script➦ Leadership in… Show more ➦ Applied ownership to gain a comprehensive understanding to VB scripting and wrote a script to look at the downloaded packet and automatically sort to the correct shared locations to address issues regarding manual download to mass amounts of Raster logs from a web service and manually sort to correct shared folder locations company-wide➦ Gained learning and coding within a month and wrote scripts for each office location and trained users to use the script➦ Leadership in change management reduced hours of manual efforts, saved company time and productivity for technicians, and received ACE Award for creative solution management➦ Helpdesk Support for 1000+ users in a Windows 7/Citrix Environment, and first-line for troubleshooting issues for hardware and software for the Billings and Company offices➦ Learned networking skills, configured switches/routers/firewalls, set up VPNs, and configured Cisco phones ➦ Developed understanding of how an Oil and Gas company runs and operate➦ Trained other regional technicians with basic troubleshooting and customer services skills Show less

Billings, Montana Area

➦ Troubleshot and maintained the computer systems for the credit union➦ Delivered quality products to our members and help build relationships➦ Maintained an infrastructure that consists of 90 employees with devices ranging from Windows XP to Windows 7. Laptops, desktops, tablets and mobile phones➦ Skills that are used on the job are : Troubleshooting software issues with CoreSystems and Third Party software, hardware issues, and general business analysis of… Show more ➦ Troubleshot and maintained the computer systems for the credit union➦ Delivered quality products to our members and help build relationships➦ Maintained an infrastructure that consists of 90 employees with devices ranging from Windows XP to Windows 7. Laptops, desktops, tablets and mobile phones➦ Skills that are used on the job are : Troubleshooting software issues with CoreSystems and Third Party software, hardware issues, and general business analysis of each➦ Maintain Active Directory for the Credit Union➦ Develop queries and reports for Administration➦ Projects completed : Upgrading all computers from Windows XP to Windows 7➦ Implement an endpoint encryption and data loss prevention plan for the CreditUnion Show less

Bozeman, Mt

➦ Managed the employees for the Student Labs on Montana State University's campus➦ Developed troubleshooting skills over the phone and in person➦ Trained 20+ employees each semester on different types of software and how to troubleshoot each one. Built manuals and troubleshooting guides for employees to accomplish these tasks through redmine, a wiki/ticket system