Customer Service Manager

Donzell M. Duncan

**** ******** ****.

Dallas, TX 75252

816-***-**** cell phone primary

214-***-**** Business secondary

********@*****.***-****.***

OBJECTIVE:

Seeking a position to utilize my technical skills in Windows 2000/2003/2008 Server, Network Protocol,

HP Desktop/Laptops, HP Printers, Dell Laptops, Gateway Laptops, Cisco Network Protocol, Linux, and

Network Management, User Authentication Systems and Role-Based Security and Ethics of Hacking

COMPUTER SKILLS:

• Familiar with MS-DOS, Microsoft Windows, Microsoft Word, Microsoft Excel, Microsoft Outlook,

Window XP Professional, Windows 2000/2003, Vista, and Vista 7.

• Server, Linux, Database Systems Graphic User Interface, Network Protocol Addressing, LAN/WAN

featuring Cisco Network Protocol equipment, Group Dynamic, Network Administration Protocols.

Fundamentals of network security, Firewalls and VPN's, securing windows platforms and applications

• Knowledge of PC setup, Server installation, Hardware, Software, various peripherals, data entry, and file

updating and User Authentication Systems and Role-Based Security and Ethics of Hacking, HP

Desktop/Laptops, HP Printers, Dell Laptops, Gateway Laptops.

CALL CENTER EXPERIENCE:

• System-operations experience from training, collections, and customer service areas.

• Technical support call center experience, took incoming calls for all hardware/software server issues

to customer satisfaction.

• Tax processing call center experience assisted via incoming calls and online chat service with Tax

questions.

• Website support call center experience, assist in building and managing websites, setting up email

accounts, and troubleshooting technical problems.

EDUCATION:

ITT Technical Institute, Richardson, TX

September 2011

Bachelor’s of Science Degree Information Technology-Information Security Systems

GPA 3.2

ITT Technical Institute, Kansas City, MO June 2008

Associate of Applied Science Degree Information Technology- Computer Network Systems

GPA 3.38

EXPERIENCE:

VHA (InsourceGroup Staffing) March 2011 -

Present

Help Desk PC Technician

• PC setup and installation for docking stations with VoIP for VHA

• Windows 7 configurations for the desktop support.

• VoIP set connections from the workstation of employee’s

Donzell M. Duncan (Page 2)

Aplus.net (Codero) 2008 - 2009

Customer Shared Support Technician

• Assist with system development operation

• Assisting customers via phone (ACD) with troubleshooting their websites, email account setup, moving

files to make ensure that website are working properly.

• Knowledge coding and scripting of PHP issues for Server 2000/2003.

• Knowledge of Thunderbird, Outlook Express, Outlook 2000-2007, Mac Mail Client, Windows Mail

Client, Entourage Mail Client.

• Created new accounts for clients that enrolled with Aplus.net accounts, Cedant accounts, and Names 4

Ever Accounts.

H&R Block (WSI) 2007 - 2008

Tier I Technical Support Specialist II & Digital Tax Services

• Assisting customers via phone (ACD) with troubleshooting their printers, servers, tax software

machines, routers, and standard work stations, etc…

• Utilizing Windows XP, Server 2000/2003

• Assist with system development operation and franchise/company setup for tax season

• Assist customers in filing their taxes

• Chat with the customers online to make sure that they have filed

• Check the status of a return with the IRS

• Implemented Measure to ensure customer purchased the right software for their tax needs

ITT Technical Institute, Kansas City, MO 2005

- 2007

Technical Support

• Responsible for various Technical functions, Help Desk, Programming, Database, Windows XP Server

2003/2008, Windows XP Professional, and Troubleshooting

Save-A-Lot, North Kansas City, MO (Niemen Food) 2004

- 2005

Assistant Manager/Stocker

• Gained excellent experience in system operations, various types of hardware and software

• Trained staff and assisted in managing all inventory records

Holiday Inn South/Lenexa, Lenexa, KS 2002 - 2003

Front Desk Clerk/ Night Auditor

• Directed and maintained daily accounts and status reporting

• Assisted in training and supervising staff in all operations

• Assisted 50 Customers with check-in, all activities and recreations

United Parcel Service, Kansas City, MO 1991 - 2001

Driver/Assistant Manager/Assistant Trainer/Loader

• Driver was responsible for Deliveries, customer service skills

• Assisted in training new employee’s 15 to 25 people

Contact this candidate