Steve Derden
stevederden0488@gmail.com
321-684-9577
Summary Results-oriented IT/Customer Support Specialist with 20+ years of experience providing exceptional technical support, customer service, and training. Proficient in SaaS implementation, troubleshooting, and product feature optimization. Proven ability to enhance collaboration, communication, and problem-solving in fast-paced technology environments.
Experience General Manager/Technical Trainer | Space Coast Computer Tutor, Inc. | 01/2008 to Present
Enhanced customer adoption of Apple products through engaging training sessions and personalized technical support. Leveraged in-depth knowledge of macOS, iOS, and tvOS to address a wide range of user needs and troubleshoot complex issues.
Successfully managed and trained teams, ensuring efficient operations and client satisfaction. Provided expert technical training and support to a diverse clientele, including senior citizens.
ECLS-K Team Leader/Troubleshooter | Westat | 01/2022 to 06/2024
Led and supported a team of assessors, ensuring accurate data collection and analysis. Proactively identified and resolved technical issues to optimize service delivery.
Training Coordinator | Percepta | 01/2017 to 01/2018
Developed and implemented effective training programs to enhance employee performance. Facilitated engaging training sessions, adapting instructional styles to meet diverse learning needs.
IT Tier 1 Support Rep | Interactive Legal | 08/2014 to 06/2016
Successfully onboarded new clients to our SaaS platform, ensuring a smooth transition and maximizing customer success. Provided comprehensive training and ongoing technical support, resolving complex issues and optimizing platform utilization.
Client Services Manager/Technical Trainer | Protocol Global Solutions | 01/2010 to 02/2011
Managed teams, increased revenue, and trained agents to exceed customer expectations. Developed and implemented effective training programs to enhance sales team performance.
General Manager/Trainer | CCS, Inc. | 01/1999 to 01/2008
Successfully managed and grew a business, driving revenue and profitability. Recruited, hired, trained, and managed employees to ensure operational excellence.
Education Bachelor of Science in Management/Marketing | Orlando College
Skills
Technical Skills: SaaS Implementation, Troubleshooting, Process Improvement, Remote Communication and Collaboration, Technical Troubleshooting, Online
-learning Delivery, Remote Team Leadership
Apple Proficiency: macOS, iOS, tvOS
Soft Skills: Customer Service, Technical Support, Time Management, Problem-Solving, Communication