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Title: |
Blackberry Support
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Location: |
US-Georgia-Atlanta
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Work History: |
Kilpatrick Stockton, LLP -Atlanta, GA May 2007 May 2008
Desktop Support Analyst/Network Engineer
Support 1400 end users with hardware, network, and software support.
PBX, punched down created new phone lines TN/DN, programming through ProCom Plus
Creation of new exchange accounts
Add User to Blackberry Enterprise Server from MS Exchange
Provisioned Blackberry Devices
Use of Fixed Asset Management/Inventory of equipment.
Active Directory Administration
Citrix Server Administration
Provide technical consulting for Help Desk Analysts and customers.
Resolve complex technical support issues that cannot be resolved via telephone by First Tier Analysts.
Maintain a high level of technical knowledge on assigned products.
Analyze, document and escalate critical issues to appropriate organization (Network Engineering, Business/Application Specialists, Operations, development).
Maintain technical expertise and knowledge about new versions and products.
Telecom Programming, establish TN and DN telephone line connectivity.
Sage Software April 2007 May 2007
Technical Support
Provide 1st level support for Sage products including Peachtree Accounting Software
Customer Service
Alston & Bird, LLP -Atlanta, GA December 2004-January 2007
Support Analyst
Support 1600 end users with hardware, network, and software support.
Maintained a 90% call resolution rate and take an average of 800 calls per month
Edit Global Knowledge Base
Effectively assisted in the rolling out of Interwoven Desksite Document Management system.
Remote Specialist working with VPN Client and Citrix metaframe and all wireless issues.
Help Desk Certified
Advanced Microsoft Training
Intelliteach -Atlanta, GA January 2004-February 2005
Help Desk Analyst
Effectively support over 20 Law Firms with well over 2,000 users including attorneys and support staff with helpdesk and desktop troubleshooting.
Provide 1st call resolution for users with various Windows and MS Office environments, three document management systems, two different document comparison systems environment, utilizing Trak IT and IQ Trak software.
Serve as second level help desk.
Wrote initial end-user documentation for performing Word XP formatting functions.
Served as the primary resource for Remote Access setup and troubleshooting.
Consistently maintained one of the highest call volumes, on a monthly basis (out of 30 employees) with an 85% resolution rate
Served as second level support decreasing calls escalated to onsite support by 10 15 %
Intermediate to advanced skills in Microsoft Word:
Intermediate skills in Microsoft Excel
Intermediate skills in Microsoft PowerPoint
Paschals Restaurant Atlanta, GA February 2004- August 2004
Valet Parking Attendant
Greeted guests entering and leaving restaurant
Shift Manager parking and delivering high end vehicles on two parking lots
Skills with handling large parties, banquets, and conferences
Bank of America Atlanta, GA October 2003- January 2004
Tech Operations Accounting Specialist
Assisted in providing coordination and maintenance for the bank's internal operations.
Responsible for data entry of check amounts and/or detailed payment information from invoices according to customer specifications.
Alpha numeric skills of 11,000 kph and supplemental skills of 8,000 kph, with 97% accuracy.
IT Support for system Networks, installing network adapters, drivers, hardware issues.
RDI Marketing Services, Inc. February 1999- October 2002
IT Specialist/Head of Verification (Q&A)/TSR
IT Specialist
Programmed reports using SAS and UNIX, pulling data from log files in DOS and creating a report in SAS which draws the information into statistics of how many sales were made, calls completed, and refusals from consumers.
Pulled the information from SAS and created an Excel sheet showing the statistics and sending them to our clients to keep them informed of our daily operations in the call center.
In charge of meeting daily deadlines and constructing inside reports for earnings made for the company in Excel.
Head of Verification After 6 months of being a TSR, I was promoted to this position.
Led a team of 5 expanded to 15 reps ensuring the highest quality of service for our clients.
Monitored and coached team members on putting the consumer first.
Telesales Representative
Provided customer service in a timely manner for consumers
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Skills: |
Peachtree Accounting ACT! Quantum
Symon Peregrine FAS
Heat Blackberry Enterprise Sophos
e-Copy PBX MAS-90
Ceridian Concordance Elite Enterprise
Interwoven Hummingbird Imanage
Full Authority IP Master Ipro
Postini RAS Westlaw/WestKM
Workshare Protect Interaction IPass
Adobe Photo Shop Blackberry Citrix MetaFrame
DeltaView Docs Open DTE
Internet Explorer Microsoft Office Network Access
Norton Anti-Virus Novell Groupwise PC Anywhere
Remote Access RightFax Imanage
Terminal Server Virus Software WorldDox
Lotus Notes Exchange Group Wise
Track It IQ Track Novell Client
Active Directory Microsoft Exchange Macromedia Flash
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Education: |
UNIVERSITY OF CINCINNATI CINCINNATI, OH 2000-2002
Candidate for Bachelor of Applied Sciences in IT
Iota Phi Theta Fraternity, Inc.
National Society of Black Engineers NSBE
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Endorsements
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Duan has received 0 endorsements.
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Duan has endorsed 3 Members.
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Rank |
Title |
Location |
Status |
Actions |
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9.630 |
Support Engineer |
US-Texas-Austin |
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Details
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8.692 |
Network Admin |
US-California-San Bernardino/Palm Springs |
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Details
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3.469 |
Computer Operator, Systems Support, Jr. Admin Part-Time |
US-Kentucky-Louisville |
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Details
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