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Steve Derden Support Specialist

About Me

 

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