Derek Watson Email & Phone Number

United States

Managed dynamic team comprising corporate US Desktop Support Technicians, overseas Desktop Support Technicians, and System Administrators.Successfully implemented and maintained device management tools like Jamf Pro and NinjaOne to enhance the efficiency of IT asset management.Successfully led migration of the helpdesk team from Zendesk to the FreshService ticketing tool, ensuring a smooth transition and improved efficiency.Achieved 60% increase in ticket first response SLA through streamlined processes and efficient resource allocation.Effectively handled escalated tickets, providing timely resolutions, and maintaining high customer satisfaction.Led and trained team members in unfamiliar areas, ensuring continuous skill development and improved overall team performance.Administered Microsoft 365, AzureAD, and Active Directory, ensuring smooth operations and user access.Managed RingCentral administration to optimize communication systems within the organization.Possessed some experience with servers on VMWare and networking equipment via Cisco Meraki.Implemented cost-saving efforts through quarterly audits, identifying and eliminating inefficiencies in the helpdesk operations.Demonstrated strong project management skills in overseeing and executing various IT projects.

Waco, Texas

Processed over 45+ support requests weekly for technical assistance on a variety of issues ranging from hardware, software, network, telephone and peripheral support.Configured hardware, devices and software to set up work stations for employees.Provided on-call support for critical issues.Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and company policies.Updated department documentation such as license databases, infrastructure maps and FAQs tomaintain consistent response levels.Created support documentation that empowered and enabled users to extend skills, leverage systemfeatures and find resolutions to questions without intervention from support team.

Waco, Texas Area

Processed over 45+ support requests weekly for technical assistance on a variety of issues rangingfrom hardware, software, network, telephone and peripheral support.Maintained a 4-8 timeframe for helpdesk ticket completion.Configured hardware, devices and software to set up work stations for employees.Diagnosed faulty components within desktop systems and replaced or repaired as needed.Created and maintained computer images for efficiently preparing new systems.Resolved escalated issues by serving as subject matter expert on wide-ranging issues related tocomputer hardware.

Waco, Texas Area

Provided Tier 2 hardware, software, network and peripheral support to customers through remotesupport services.Answered 35+ daily incoming calls from residential and business customers on various issues andproducts.Spearheaded the creation of our successful chat support division.Fielded an average of 10 simultaneous chats while delivering effective support.Oversaw talented team of 30+ IT Technicians by actively assisting with troubleshooting, remedyingissues and delivering positive feedback.Applied strong leadership and problem-solving skills to maintain team efficiency.

Waco, Texas

Game Engines: Unity 3D Professional and GameSaladProgramming Languages: C++, C#, and JavaScripting: Javascript3D Modeling Software: 3DS Max and some BlenderShipped Titles: GRink (iPhone/iTouch/iPad app)Collaborated with college friends to develop games, iPhone/iTouch/iPad and pcXNA experience

Associate Of Science - As, Computer Science

High School Diploma