Derek Hale Email & Phone Number

Dearborn, Michigan, United States

Livonia, Michigan, United States

Dearborn, Michigan

Provide support for a plant floor application, FIS (Factory Information System), used globally by Ford to monitor the activities of machines on the plant floor and display production data to plant personnel.Provide technical backup to the support team on complex tickets and drive continuous improvement of support processes.Review ticket backlog to ensure tickets are getting appropriate attention and follow up with plants or support staff to understand any delays and help address… Show more Provide support for a plant floor application, FIS (Factory Information System), used globally by Ford to monitor the activities of machines on the plant floor and display production data to plant personnel.Provide technical backup to the support team on complex tickets and drive continuous improvement of support processes.Review ticket backlog to ensure tickets are getting appropriate attention and follow up with plants or support staff to understand any delays and help address them when possible.Implemented tools to help the team, including the development of a system health aggregator to give the team a one page view of server/service issues globally that we can review each morning. Show less

Indianapolis, Indiana Area

Responsible for 15 engineers and team leads across the Dialer and Recorder skill teams. Led the team through performance management, customer escalation management, maintaining communicationbetween the Support, Testing, and Development teams, as well as ensuring that useful product enhancements were brought up to product management. Implemented a system of continuous improvement in our support scores, ticket backlog, and knowledge base growth through short weekly follow ups with… Show more Responsible for 15 engineers and team leads across the Dialer and Recorder skill teams. Led the team through performance management, customer escalation management, maintaining communicationbetween the Support, Testing, and Development teams, as well as ensuring that useful product enhancements were brought up to product management. Implemented a system of continuous improvement in our support scores, ticket backlog, and knowledge base growth through short weekly follow ups with the team and some early work in gamification to drive employee engagement. Expanded leadership role after six months to include the Recorder team and brought ticket backlog down over 60% while significantly improving Mean Time to Resolution and Customer Satisfaction scores and managing high profile issue escalations. Show less

Indianapolis, Indiana

Subject matter expert for the Dialer application, responsible for handling high difficulty issues, managing customer escalations, and ensuring the training and development of newer engineers.

Indianapolis, Indiana Area

Senior Systems Engineer for the Dialer Skill team.

Indianapolis, Indiana Area

Systems Engineer on the Dialer Team for our CIC software.

Kansas City, Missouri Area

Test and document new hardware and software prior to it being deployed in the field.Resolve higher level issues when a Level 2 technician can not find a solution.Find new ways to improve the way we handle Theatre issues.

Kansas City, Missouri Area

Promoted to Support Analyst 2, responsible for higher level technical issues as well as special projects required by management. Responsible for shift coordination when assigned by management.

- Provide support of computers and networks for over 300 Theaters.- Hardware and software troubleshooting through remote administration software and over the phone support.- Experience using Dameware, URC, Active Directory, Radiant (5.8 and 7.5), SQL, HEAT, KEA! Terminal, Dynamix AX, Citrix XenApp (Support Tools).- Frequently take on new previously untried tasks to find solutions and create documentation.Highest level of satisfaction on supervisor reviews and from theater… Show more - Provide support of computers and networks for over 300 Theaters.- Hardware and software troubleshooting through remote administration software and over the phone support.- Experience using Dameware, URC, Active Directory, Radiant (5.8 and 7.5), SQL, HEAT, KEA! Terminal, Dynamix AX, Citrix XenApp (Support Tools).- Frequently take on new previously untried tasks to find solutions and create documentation.Highest level of satisfaction on supervisor reviews and from theater managers. Show less

Performed duties in support of the marketing division of a Fortune 500 Automotive Supplier. Responsibilities included:- Designed and maintained scripts that performed automation work in both Adobe Photoshop and Microsoft Access.- Acted as the customer liaison with representatives of multiple multinational customers to provide for image, data, or information requests.