Derek James

Technical Support Analyst at Alertus Technologies
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Contact Information
us****@****om
(386) 825-5501
Location
Baltimore, Maryland, United States, US
Languages
  • English Native or bilingual proficiency

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Martha Lorini

Derek James is the rare IT support person who takes the time to understand your issue and who sticks with you through to resolution. He solves knotty problems with persistence and creative solutions—and with a mindfulness that his client is anxious to get back to work. It really helps that he’s compassionate, intelligent, curious. He’s on the first rung of what I predict will be a tall ladder.

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Credentials

  • AWS Technical Essentials
    Amazon Web Services (AWS)
    Sep, 2020
    - Nov, 2024
  • ACMT - Apple Certified Mac Technician
    Apple
    Aug, 2015
    - Nov, 2024
  • CS190.1x: Scalable Machine Learning
    UC Berkeley Division of Computing, Data Science, and Society
    Aug, 2015
    - Nov, 2024
  • MITX: Introduction to Computer Science and Programming Using Python
    MITx on edX
    Aug, 2015
    - Nov, 2024
  • CompTIA Security+ ce Certification
    CompTIA
    Jun, 2018
    - Nov, 2024
  • CompTIA Network+
    CompTIA
    Feb, 2015
    - Nov, 2024

Experience

  • Alertus Technologies
    • United States
    • Software Development
    • 1 - 100 Employee
    • Technical Support Analyst
      • Aug 2021 - Present

      * Primary contact for customers requesting Mass Notification System first-level support. * Product support for native and third-party hardware and software system integrations. * Cover critical support calls during monthly rotation, providing 24/7 rapid response. * Routinely collaborate with Implementations and Software Development teams. * Interests include response planning, sound design, IoT, and web services. * Primary contact for customers requesting Mass Notification System first-level support. * Product support for native and third-party hardware and software system integrations. * Cover critical support calls during monthly rotation, providing 24/7 rapid response. * Routinely collaborate with Implementations and Software Development teams. * Interests include response planning, sound design, IoT, and web services.

  • IBM
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Consultant for WPP
      • Sep 2016 - Aug 2021

      * Interface with Creative, Design, Finance, Data, C-levels, and Executive Assistants.* Application support for O365, including Teams, SharePoint, OneDrive, and Outlook.* Routinely resolve issues regarding Active Directory, authentication, domains, and hardware.* Certified Mac Specialist and Windows system administrator with a focus on security.Projects listed below.

    • Onsite Technical Support
      • Dec 2016 - May 2019

      * Routinely exceeded incident response goals, closing a daily average of 7 tickets.* Authored guideline on how to configure work laptops out-of-the-box for IT new hires.* Chiefly responsible for backup rotations and JAMF configuration profile testing.

  • U.S. Census Bureau
    • United States
    • Government Administration
    • 700 & Above Employee
    • Enumerator
      • Jun 2020 - Oct 2020

      * Used automated devices (e.g. smartphones or laptop computers) to conduct job activities. * Reviewed assigned work to locate households for verifying addresses and/or conducting interviews to obtain 2020 Census questionnaire data from respondents. * Followed stringent guidelines and confidentiality laws to obtain accurate census responses/interviews. * Explained the purpose of the census interview, answered respondent's questions, collected responses, and recorded census data using electronic devices and/or paper forms. * Verified and updated address lists and maps. * Followed procedures to conduct accurate work while maintaining acceptable quality and production standards. * Maintained and submitted records of hours worked, miles driven, and expenses incurred in the performance of duties. * Met/talked with supervisor, as necessary, to review procedures, report issues or concerns, and received additional instructions. * Passed federal government background check. Show less

  • Hudson Rouge
    • United States
    • Advertising Services
    • 1 - 100 Employee
    • IT Bar Coordinator
      • Jan 2019 - Nov 2019

      * Selected for Improvement Program, managing IT in support of rotating user hardware, digital transformation of storage, and upgrading the onsite network. * Liaised with global infrastructure engineers and system administrators remotely located in various time zones. * Successfully upgraded all user machines and enabled successful integration of O365 solutions onsite. * Selected for Improvement Program, managing IT in support of rotating user hardware, digital transformation of storage, and upgrading the onsite network. * Liaised with global infrastructure engineers and system administrators remotely located in various time zones. * Successfully upgraded all user machines and enabled successful integration of O365 solutions onsite.

  • WPP
    • United Kingdom
    • Advertising Services
    • 700 & Above Employee
    • IT Bar Coordinator
      • Jun 2017 - Jul 2018

      * Selected to lead onsite project focussed on removing impediments to ticket closure. * Exceeded incident management goals by rapidly closing high priority walk-up tickets. * Consistently resolved issues involving overseas system administrators within SLA time. * Delivered service to 5 companies occupying twelve-story building as responder to NotPetya. * Selected to lead onsite project focussed on removing impediments to ticket closure. * Exceeded incident management goals by rapidly closing high priority walk-up tickets. * Consistently resolved issues involving overseas system administrators within SLA time. * Delivered service to 5 companies occupying twelve-story building as responder to NotPetya.

  • Ogilvy
    • United States
    • Advertising Services
    • 700 & Above Employee
    • Hardware Technician
      • Sep 2016 - Dec 2016

      * Prototyped and deployed Mac and PC laptops for finance and creative new hires. * Replaced hard drives, migrated user data, and deployed replacement computers. * Bound machines to the domain and added users to groups in Active Directory. * Prototyped and deployed Mac and PC laptops for finance and creative new hires. * Replaced hard drives, migrated user data, and deployed replacement computers. * Bound machines to the domain and added users to groups in Active Directory.

  • ASI System Integration, Inc.
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • DOE Technology Services Technician
      • Mar 2015 - May 2016

      • iLearn Integrator, deploying Apple and Lenovo laptop carts. • Dispatches DOE Technicians across New York City Public Schools. • Integration and deployment of desktops, laptops, and network printers. • Harvesting, testing, and packaging desktop and laptop parts for re-use. • Manages Data Models to analyze externally sourced data with Excel PowerPivot. • Assists Google Domain Admins with activating Google Apps for Education licenses. • iLearn Integrator, deploying Apple and Lenovo laptop carts. • Dispatches DOE Technicians across New York City Public Schools. • Integration and deployment of desktops, laptops, and network printers. • Harvesting, testing, and packaging desktop and laptop parts for re-use. • Manages Data Models to analyze externally sourced data with Excel PowerPivot. • Assists Google Domain Admins with activating Google Apps for Education licenses.

  • CBS
    • United States
    • Entertainment Providers
    • 700 & Above Employee
    • Executive Assistant
      • 2014 - 2014

      • Primary liaison between Chief Information Officer and staff with respect to needs and schedule. • Managed and maintained CIO’s schedule and coordinated conference room meetings. • Responded to and distributed incoming communications via phone, fax, and email. • Primary liaison between Chief Information Officer and staff with respect to needs and schedule. • Managed and maintained CIO’s schedule and coordinated conference room meetings. • Responded to and distributed incoming communications via phone, fax, and email.

  • The Johns Hopkins University
    • United States
    • Higher Education
    • 700 & Above Employee
    • Executive Administration
      • Aug 2012 - Dec 2013

      Administrative • Provided administrative support to Director and personnel during relocation to NYU. • Researched and updated vendor master data for domestic and international corporations. • Systematically registered student applications, enrollments, and certificates. Technical • Combined GoToMeeting, Google Apps, and Audio/Visual support for conference room meetings. • Remote desktop support using Citrix to troubleshoot department-specific purchasing issues. • Instrumental in testing and editing website using Wordpress. Financial • Purchasing, Accounts Payable, and Financial Administration using Oracle and SAP. Show less

  • Words & Numbers
    • United States
    • Book and Periodical Publishing
    • 1 - 100 Employee
    • Editorial Assistant
      • 2004 - 2005

      • Edited supplemental texts and ancillaries for earth, life, and physical sciences. • Proofread production passes for reading, language arts, and science projects. • Edited supplemental texts and ancillaries for earth, life, and physical sciences. • Proofread production passes for reading, language arts, and science projects.

Education

  • NYU Tandon School of Engineering
    CS Bridge to Tandon, Computer Science
    2020 - 2020
  • General Assembly
    Python & Machine Learning Workshop
    2019 - 2019
  • General Assembly
    Data Analytics Workshop
    2019 - 2019
  • UC Berkeley Division of Data Sciences
    edX Certificate of Completion, Scalable Machine Learning
    2015 - 2015
  • MITx on edX
    Certificate of Completion, Computer Science
    2015 - 2015
  • Oberlin College
    Bachelor of Arts - BA, TIMARA Major, Psychology Minor, Cognitive Sciences Concentration
    2001 - 2005
  • New York University

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