Derec Blackstone

• Supported Point of Sale terminal deployments, including device configuration, validation, and troubleshooting of connectivity-related issues.Assist with technical workflows and data validation to ensure accuracy and efficiency. • Performed data validation and reconciliation to ensure accuracy • Created POS deployment workflows, including system setup, device assignment, validation, and troubleshooting during rollout execution.

• Provided Tier 1 technical support via phone and email, resolving issues related to software, account access, and web applications. • Troubleshot login/authentication issues, system errors, and user access problems. • Managed incidents through ticketing systems, ensuring accurate documentation and timely resolution. • Escalated complex issues to Tier 2/3 teams following ITSM best practices. • Maintained SLA compliance through effective prioritization and time management. • Documented solutions and contributed to internal knowledge base resources

• Installed and routed fiber optic cabling supporting data center infrastructure. • Performed hardware installations and optical transceiver configuration. • Conducted break/fix troubleshooting to maintain uptime and system reliability. • Supported data center operations including rack installation and cable management. • Documented tasks and progress using Google Workspace tools.

• Processed and securely wiped large volumes of HDDs containing sensitive enterprise data. • Ensured compliance with data security and sanitization standards. • Evaluated hardware for reuse, refurbishment, or recycling.

• Assisted 30–40+ clients daily with stock plan account support, troubleshooting, and ESPP enrollment using Avaya systems. • Explained equity compensation concepts including vesting schedules, trading restrictions, and employer-specific plans. • Escalated financial planning inquiries to licensed advisors. • Managed and tracked service tickets through resolution. • Strengthened client understanding of financial products through clear communication.

• Monitored call center performance using Verint, IEX Workforce Management, and Five9. • Adjusted call routing in real time to reduce wait times and optimize service levels. • Analyzed call volume trends and provided staffing recommendations. • Delivered technical support to internal staff and escalated issues to IT teams.

• Led a team of 25 agents supporting consultants of Thirty-One Gifts. • Coached team on KPIs, QA scores, and customer experience improvements. • Handled escalations and ensured timely issue resolution. • Trained staff on new products and operational updates. • Supported large-scale annual convention operations (15,000+ attendees).