Derrick Gesell Email & Phone Number

Seattle, Washington, United States

Bellevue, Washington, United States

Customer Advocate - Cultivates understanding of communicated and uncommunicated customer needs to enhance TruckTrax systems efficiency. * Led clear, time-critical customer support for concrete companies & TruckTrax, building and leading appropriate ad-hoc, cross-geolocated internal, and external teams to support TruckTrax's modularized, designed for 3rd party ready mix and aggregate tracking, billing, and reporting software. * Architected solutions for customer issues, even, if needed, beyond the product's capabilities, by offering alternatives that utilize off-the-shelf options to minimize cost. * Conducted plant and aggregate yard visits to identify pain points and training gaps. Reported findings stakeholder teams. Included management report with proposed design and support opportunities. * Managed customer continuous improvement and risk management processes. Clarified customer issues into a concise problem statement. Performed root cause analysis through code inspection and replicating issues. Architected solution for Design. After implementation, verified the resolution and ran needed Release Build regression testing. Created documentation and ensured clear reporting throughout the process.Product Leader - Leveraging a deep understanding of customer needs, products, and industry to forge right-sized solutions. * Collaborated with Program managers, internal, external, and subcontracted software and IT teams, and management to find right-sized solutions, costs, and time-frame, mitigating risk modernizing TruckTrax's software. * Managed end-to-end Business Intelligence (BI) projects finding significant savings opportunities. Coordinated cross-teams to gather requirements, identify appropriate BI tooling, provide a proof-of-concept, and maintenance plan for tools and servers. * Pro-actively maintained regulatory requirements from various state entities to mitigate legal risk. * Conducted research on patents impacting TruckTrax industry.

United States

TruckTrax Contract to hire

11400 Airport Road Everett, Wa 98203

* Team lead for customer facing support team and developed process and training documentation toimprove team efficiency.* System integration specialist who harnessed the full- technology stack including hardware, networks,operating systems, applications, databases, and higher-level apps.* Voice of the Customer and Sales team in product lifecycle development from Development toDecline including clarifying customer and customer facing requirements, mid-lifecycleenhancements and end of life migration strategies.* Fluent at articulating technical and non-technical requirements to drive projects forward with clear scope, realistic deliverables, and clear business value.* Provided project status and technical presentations to the senior leadership team, engineeringteams and customers.* Led software and hardware projects to win sales opportunities and build relationships withcustomers to meet their stated or unstated needs.* Mentored customer support engineers and customers in diagnosing, problem solving anddeveloping innovative coding and integration solutions to support customer needs.* Managed maintenance and export compliance implementation for the back and front-end ofcustomer facing databases for customer resource, product update resource, as well as sales repand distributor resource webpages.* Researched and trained other engineers and management on current and emergingtechnologies.* Integrated product line into compliance with government and enterprise security requirements.* Field Application Engineer lead for remote and onsite support of US and internationalcustomers.* Oversaw and facilitated the creation and updates of multi-disciplinary technical manuals, salesdatasheets, as well as miscellaneous whitepapers and technical documents.

11400 Airport Road Everett, Wa 98203

11400 Airport Road Everett, Wa 98203

Supports End Users with API interaction and software/hardware troubleshooting.

4900 150Th Ave Ne, Redmond, Wa 98052

* Planned End-to-end maintenance for a timekeeping business application. * Facilitated relationship building between teams in order to improve open communication.* Diagnosed, repaired and wired network drops from user to wiring closets.* Leveraged team processes and systems to resolve tickets, escalated outstanding issues and createdrequests for service.* Installed, upgraded and maintained software and hardware to requirements.

Everett, Washington, United States

* Developed software tools to reduced design time and increased design capabilitiesof 787 electrical design tools.* Created and maintained training tools and documentation for software tools. Examples includewebsite training, user guides, and technical documentation of processes and softwarerelationships.* Triaged and escalated electrical team technical issues. Examples include resolving SQL databaseperformance issues, identifying storage related bottlenecks, reconciling data mismatches, andfacilitating consensus between technical owners.* Managed and supported accounts for remote users connecting through Citrixenvironments

Everett, Washington, United States

Supported engineering system design, functionality analysis and validation activities.* Developed and maintained system drawings and designs, product installation designs andpart designs.* Analyzed functional and physical input used in development to integrate new designsolutions.* Interfaced with teams to create engineering design dispositions on discrepancies (e.g.,rejection tags, production action requests, shop revision requests)* Coordinated product activities with internal and external partners to meet deadlines andrequirements.

* Implemented custom care plans to people with physical and mental special needs.* Advised on changing Washington state caregiving laws.