Derick Brown
  • Mesa,
  • Arizona,
  • United States of America
Member Since: 2003/03/28
Industry: Computer & IT
Tech Certifications:

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Professional Background
Window System Administrator / Domain Administrator
Xerox
April 2000 – March 2014
•      Installed, configured, and maintained various types of Microsoft, Symantec and third party proprietary software.  
•      Configured, and deployed all IT inventory, including server and printer hardware, password resets.
•      Managed 700+ servers across multiple domains.  
•      Supported all Windows servers, workstations, printers, for 300+ users in a dynamic and fast paced environment.  
•      Performed domain administration duties across multiple domains.  
•      Annually performed disaster recovery exercise at off-site location.
•      Resolved issues surrounding SOX and HIPAA compliance.
•      Implemented and maintained RightFax for multiple inbound lines.
•      Managed the IT support ticket queue.
Call Center Supervisor
MicroAge
April 1997 – March 2000
•      Managed call center technical team of 30 agents responding to inquiries and repairing Windows and 3rd party proprietary software and hardware.
•      Served as tier 2 technical expert for call escalations.
•      Supervised and monitored agent calls to measure productivity, customer service and technical skills and overall call quality.
•      Performed quality control analysis on inbound/outbound calls.  
•      Developed and measured productivity metrics (call handle time, agent availability) to ensure SLA’s
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Education
United State Air Force Community College
Management
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Full Biography

Windows Administrator with more than 20 years’ of solving complex network problems in a number of call center environments.  Skilled troubleshooter able to diagnose and repair hardware/software issues onsite or remotely.  Well versed in Tier 1-3 helpdesk operations as a supervisor and technical expert.  Experienced in server migrations of Enterprise installations, problem tracking and resolution, network upgrades, software/firmware installation and strategies to maintain system availability.  

¿Managed transitions of domain and servers for multiple client companies.
¿ Oversaw the global rollout of Amdocs Clarify CRM Software on client desktops.
¿ Upgraded servers from Windows NT to 2003 or built new 2003 servers.
¿ Implemented ESX VMware environment.

¿ Windows Server 2000/2003/2008
¿ Domain Administrator
¿ Active Directory
¿ MS Exchange Admin
¿ XP, Vista, 7 and 8 OS
¿ MS Office 2003-2010 -- Word, Excel, PowerPoint, Visio
¿ Arcserve Backup
¿ ESX VMware
¿ Amdocs Clarify CRM Software
¿ RightFax

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