Nicholas Duncan
Kennesaw
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Service Desk Analyst I
National General Insurance Company
08.2022 - Current
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Diagnosed and troubleshot hardware, software and network issues.
Shift Lead
Jim n Nicks BBQ
- Set up and catering events for 20-400 people
- Worked with Mirus data management systems to log sales, satisfaction, daily and hourly percentages, SPLH
- Provided excel spreadsheets to Local owners and other upper management
- Handled guests relations and resolved issues.
Education
AAS Networking Specialist -
Chattahoochee Technical College
Skills
- Word
- Excel
- Powerpoint
- Issue Resolution
- Research
- Active Listening
- Technical Support
- Multitasking
- Critical Thinking
- Interpersonal Skills
Certification
- Comp TIA+ Prep - Chattahoochee Technical college
- Cisco Network - Chattahoochee Technical college
- Microsoft Network Administrator - Chattahoochee Technical college
- Network Administrator - Chattahoochee Technical college
- Network Support Specialist - Chattahoochee Technical college
- Network Technician - Chattahoochee Technical college
Os Experience
- Linux
- Windows
- Mac OS
Timeline
Service Desk Analyst I
National General Insurance Company
08.2022 - Current
Shift Lead
Jim n Nicks BBQ
AAS Networking Specialist -
Chattahoochee Technical College
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