Derrick Ford

About Derrick Ford

RF Engineer / IT with vast Project Management experience in critical systems. Able to apply customer service concepts to improve user experience for public safety, clients, employees and administration. Excellent interpersonal and communication skills, creative, research-minded, technically competent and result-oriented with problem solving and leadership skills. Seeking fulltime, part time, or contractual work.

Experience

1. System Manager Doitt Oti Office of Technology & Innovation

   Motorola Solutions

   Apr 2022 — Present · New York, NY, US

   Responsible for technicians to respond to trouble tickets specific to site issues and or preventive maintenance. •. Working as a technical resource (SME) to proactively manage all technical deliveries and/or network problems with impacting client communication systems (including those requiring escalations). • Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance • Working with Motorola’s Sales team (and other internal teams) to grow/enhance the assigned portfolio (new services). • Serves as the primary liaison who will not only work closely with the Customers but as well with the Systems Support Center, Dispatch Operations, Product Groups, System Engineering, Field Service Organization, third party contractors, and the local services • Responsible for ensuring the Terms and Conditions of the warranty/maintenance contracts are met. • Facilitating product/system upgrades and scheduled maintenance outages (including managing the work of third-party service providers), and working to ensure both customer satisfaction and customer retention. This includes but is not limited to System Administration Service, Inventory Management Service, Configuration Management Service, Site Management Service, User Support Service, Vendor Management, Operational Assessment, and System Planning Service. Coordinate service activities and ensure compliance with the contract • Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables • Ensure that Customers receive appropriate and timely reporting as required by the Services Contract • Manage product quality issues as needed Motorola Solutions Technical Notifications (MTN)

Education

• Trinity College, University

  Bachelor of Science, Computer Information Technology, 3.3

  1997 — 2000

• Trinity University

  BS, CS, with; CIS

  1997 — 2000