Summary

Have an IT related problem? I'll solve it.


I’m a jack-of-all-trades lead support engineer residing in Upstate NY that has 8+ years of experience in higher education IT. I graduated from Saint John Fisher College in 2015 with a double major in Media and Communication / Digital Cultures and Technologies. In 2018, I started Derek Palmer Creative, a freelance digital creative business where I specialize in automotive, landscape, and portrait photography, and graphic design.


In my free time, I enjoy wrenching on cars and exploring the natural wonders of our planet.

Work Experience

Lead Support Engineer

Jan 2019 - Present

Provides technical support leadership and responsible for managing day-to-day technical operations and improvement projects. Assists teammembers across functions, including development, product management, web operations, vendor management, and customer support.

Responsible for engineering support solutions and providing technical leadership for support staff. Duties include breaking down complex technical procedures into how-to documents, leading internal support meetings, resolving escalated support tickets, and use of metrics to improve performance and maintain support level expectations. Works closely with the development team, using common tools to modify and write new programs, execute scripts, perform code reviews, test, and deploy changes.

Acts as a technical point of contact on projects for functional staff; liaising with central IT, managing external vendors, and coordinating with additional RAIS staff to deliver products and services to Cornell customers.

Leads projects and customer work requests independently, including planning, scheduling, regular communication. Defines and implements support performance metrics and lead periodic review and analysis. Defines areas for improvement and implement new processes and tools.

Acts as unit security liaison with central campus, ensuring the latest security measures are in place for supported staff; as well as communicating issues and provide necessary training.

Provides efficient and friendly support to RAIS customers, and proactively monitors systems in an effort to catch potential issues before they occur. Expected to continually seek ways to improve and enhance RAIS services and be a strong partner with the Research Administration functional staff in providing support to the Cornell Research Community.

Technologies used:

  • SCCM (CM)
  • BMC Remedy
  • Active Directory
  • Group Policy
  • Print Management
  • Shell Scripting
  • Bomgar
  • Configuration Management
  • SQL
  • Git
  • Python (Pandas)
  • HTML/CSS
  • Jenkins
  • AWS
  • Tableau
  • Docker

Digital Creator

Feb 2018 - Present

Self taught photographer / graphic designer with a primary focus of landscape photography, logo design and digital art.

Technologies used:

  • Sony Camera
  • Adobe Photoshop
  • Adobe Lightroom
  • Adobe Illustrator
  • Adobe InDesign

Application Support / QA Specialist

Jan 2015 - Jan 2019

Developed web based applications using HTML, CSS, JavaScript. Ensures that the applications developed or deployed by team meet defined quality standards. Charged with performing and coordinating testing activities for systems developed or managed through the development team, and researching and applying best practices in software quality assurance.

Activities included the development of test plans, writing automated test scripts, working with developers and analysts to test system updates in advance of release to functional staff, coordination of functional testing sessions, and documenting test results. Additional responsibilities include managing a central source code repository (GIT) and deployment of updates to production and non-production environments, following a controlled release management procedure.

Provided other support to service leads as needed, in an effort to maintain a high level of quality and efficiency. Commitment to service excellence; to provide efficient and friendly support to customers, and to pro-actively monitor systems in an effort to catch potential issues before they occur. Continually seeked ways to improve and enhance services.

Technologies used:

  • SCCM (CM)
  • BMC Remedy
  • Active Directory
  • Group Policy
  • Print Management
  • Shell Scripting
  • Bomgar
  • Configuration Management
  • SQL
  • Git
  • Adobe Creative Cloud Suite
  • Ruby
  • HTML/CSS
  • Jenkins
  • Docker
  • Powershell
  • Coldfusion

May 2011 - Jan 2015

Responsible for diagnosing and resolving hardware and software incidents, including operating systems (Windows and Mac). Resolved incidents with printers, copiers and scanners

Assisted users with any IT related incident. Took ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.

Accurately recorded and documented requests using help desk ticketing system. Installed and configured new IT equipment and software, either manually or via System Center Configuration Manager (SCCM). Followed complex test plans when testing web applications. Periodically update websites for supported departments when requested.

Technologies used:

  • SCCM (CM)
  • Powershell
  • Shell Scripting
  • Bomgar
  • Troubleshooting (Hardware/Software)
  • SQL
  • Active Directory
  • Group Policy
  • Print Management
  • Spiceworks
  • HTML/CSS


Academic Computing - Student Technician

Nov 2010 - Dec 2014

Responsible for diagnosing and resolving hardware and software incidents, including operating systems (Windows and Mac). Resolved incidents with printers, copiers and scanners. Setup and imaged machines for lab environments using Altiris. Worked with Faculty, staff and students to troubleshoot hardware and software issues.

Technologies used:

  • Altiris / Ghost Solution Suite
  • Track-it!

Skills & Technologies

Frequently:

  • Leadership
  • Desktop / Laptop Repair
  • Project Management
  • Vendor Management
  • Troubleshooting (Hardware/Software)
  • SCCM (CM)
  • IT Security
  • Bomgar
  • Configuration Management
  • SQL
  • Active Directory
  • Group Policy
  • Print Management
  • HTML/CSS
  • Git
  • Code Review
  • Unit Testing
  • Regression Testing
  • User Acceptance Testing
  • UX Design
  • Shell Scripting
  • Adobe Creative Suite

Experience with:

  • DevOps
  • Project Management
  • Python (Pandas)
  • Balsamiq
  • WordPress
  • Squarespace
  • Spiceworks
  • Powershell
  • Digital Ocean
  • AWS
  • Jenkins (CI)
  • Altiris

Interested in:

  • Automation
  • Data Analysis + Reporting
  • Productivity
  • Process Improvement

Education

  • B.A in Digital Cultures and Technologies
    St. John Fisher College
    2010 - 2015
  • B.A in Media and Communication
    St. John Fisher College
    2010 - 2015

Trainings / Certifications

Interests

  • Automotive
  • Learning
  • Self-Improvement
  • Productivity
  • Photography
  • Graphic Design
  • Digital Art
  • UX / UI