Stuart Demerse

Background

About Stuart Demerse

IT Professional Support Analyst with 15+ years in the Information Technology industry, including Tiers 1, 2, and 3 support, network administration, technical documentation, and employee management. Expert in assimilating new information to follow standardized protocols and create new protocols. Technical Support | Agile Methodologies Email: stu_demerse@yahoo.com Professional Support Analyst excelling in technical support with a service focus, providing calm, cool, and complete problem resolution to each client/customer interaction while working effectively on my own or with a team to ensure the best possible solution to every problem. Expertise in desktop and network troubleshooting having developed the ability to learn new systems quickly with training or without. Management experience in team building, training, and documentation creation with an innate ability to know when to lead and when to follow, preferring a hands-off management style but willing to oversee the smallest detail when necessary to resolve an issue for the client/customer. CORE COMPETENCIES Technical Support Customer Service Network Administration Agile Methodologies ACCOMPLISHMENTS: Successfully started and established a Support Services Call Center, supporting over 10 clients, increasing growth and efficiency by over 500% in less than 3 years. During a major virus event, improved imaging efficiency from 3–5 devices per day to 15–20 devices per day. While ticketing through ServiceNow, increased efficiency on ticket closure by 700%, consistently meeting SLAs and KPIs. Improved a complex monthly system testing event in my current role that reduced preparation time by up to 50% by implementing better data management and coordination practices. Contact me at Stu_Demerse@yahoo.com or by cell at for any Technical Support opportunities.