Marvin Duncan

**** * **** ******, *****, NE *****

402-***-**** adxv8t@r.postjobfree.com

Education

**/* – 05/11 Kaplan University Lincoln, NE

A.S. Degree in Information Technology/Networking

Specialized in Network Structure Designs, analysis, and configurations, Managed Virtual Machines, Topologies and Network connectivity, Active Directory Management, SCCM, Scripting, Packet Tracing, Managing IPs and Subnets.

Highly effective in Presentations and leading Group Projects.

Received the Outstanding Student in IT awarded by Kaplan University 2011.

08/90 – 06/94 Jackson State University Jackson, MS B.S. Degree in Criminal Justice/Sociology

Dean’s List Scholar, Lambda Alpha Epsilon Honor Society, S.G.A. Representative, Pre-Law Criminal Justice Club

08/94 - 05/96 Nebraska University–Lincoln Lincoln, NE Dept. of Graduate Studies, Sociology

Regent Scholar Recipient, Graduate Sociology Teacher, Research Assistant, & At-Risk Student Tutor

Scholarly Research Emphasis: Education, Community, and Family

Professional Experience

Lead Software, Desktop Engineer, EUC Manager

Tech Mahindra /LA Times California – Oct 2022 to Present

Tech Mahindra /Bank of the West – May 2022 to Nov 2023

Key Deliverables:

Audited existing services and processes to increase productivity and cost-efficiencies in Inventory Management.

Increased clients' confidence by delivering consistently performance improvements in our daily business model. Standardized technical processes by implementing Run Books, Knowledge Articles, SOPs, and live training.

Used SCCM, AD, Intune, VM tools to quickly manage 4000+ objects, software delivery, OSs, and security patches to migrate users from a non-persistent VDI to persistent VM environment within 3 months.

SR. Deskside Support Engineer

Randstad / Support Pacific Life Insurance – July 2021 to May 2022

Key Deliverables:

Resolved P1s and VIP tickets request by providing solutions to hardware and software applications, documented resolutions and provided training to team.

Managed ticket queues to prevent unassigned tickets, increased SLA performance, and increased satisfaction scores for the team. This led to being the one of the top performers in the company.

Used tools like SCCM, AD, PXE boot, RDP, GoToAssist to manage accounts, security, distributions, and MS Exchange accounts to support Desktop, iOS, laptops, iPhones, and Tablets.

SR. Deskside Support Engineer - Lead

Cognizant Technology/ Pacific Life Insurance – February 2020 to July 2021

Key Deliveries:

Created better working environment which increased efficiencies, thereby decreasing ticket backlogs.

Improved SLA misses from 66% to 5%, Improved satisfaction scores to 95% across my team.

Coached team in areas of communications, documentations, tickets handling, and face-to-face interactions.

Provided Data Center support to Data, Network, Storage, Firewall, and Facilities Teams by managing Servers, Switches, Routers, Firewall, Access points, and Digital (Virtual) Tape backup systems. Managed Fiber and Copper runs and connections.

Approved Timesheets, PTO requests, breach reports, Technician’s Score Cords (evaluations), quarterly goal reports, and project management resource expenditures.

Site Operations Manager

Revolution Technology/ Union Pacific Railroad – July 2019 to February 2020

Key Deliveries:

Increase availability of non-networked train depot printers by insuring vendors meet contractual deadlines.

Monitored technicians’ performance to ensure SLA, Shipping, and Warranty work occurred within contracted agreements

Managed and coordinated all ordering, shipping, tracking, and implementation of new or replacement network devices, thereby increasing vendor according to SLAs and contract

Provided daily fleet reports to Union Pacific,

Field Engineer

Excel and Compucom Technologies – January 2019 to February 2020

Key Deliveries:

Provided Deskside Support and field services for corporate accounts throughout the state of Nebraska and Iowa

Used APAD Tools to set scripting for re-imaging, backing, and migrating computers

Maintained inventory and supply chain control by adhering to on-demand ordering

Traced down errors in Switches, Access Points, Fire Alarms, and UPSs systems

Decommissioned servers, firewalls, and other network devices

HP and Dell trained and certified to work on Servers, Switches, Network printers, and Computers.

Deskside Support

Talent Plus – May 2018 to January 2019

Key Deliveries:

Provided technology support to Editors, Media Team, Directors, and Developers via Windows Server, MS Exchange, Active Directory, SharePoint, and SCCM to manage accounts, security, distribution groups, delegates, licenses, domains, software, and hardware.

Trained new-hires, prepared orientation presentations, and introduced new technology implementations.

Field Engineer (Part-Time)

Election Systems and Software (ESS) – Oct. 2017 to May 2018

Key Deliveries:

Created, Designed, Edited, and Configured Voting Ballots for the largest ballots producing company in the US.

Customized ballots according to state, city, and county’s local election committees’ specifications.

Configured voting ballots computers and booths and prepared them for governmental recertifications.

Coded and tested balloting software for accuracy in information, formatting, and deliverable measurable statistics to be obtained.

Deskside Support

HCL Technology\ Becton Dickson Pharmaceuticals - October 2016 - June 2017

Cynet Systems\ Becton Dickson Pharmaceutical – May 2016 – October 2016

Key Deliveries:

Managed accounts, groups, securities, roles, and assets using Active Directory, Azure, and Exchange

Supported networked and non-networked computers, Zebra printers, laser cutting devices on a product line

Maintained local phone systems, switches, cabling, access points, and wiring infrastructures for the PBX (analogs\digitals, and VOIP (AVAYA)).

Deskside Support

Stefanini IT Firm\ Case new Holland - June 2015 – June May 2016

Key Deliveries:

Managed accounts using Active Directory, Azure, Microsoft Exchange, SCCM

Provided Phone, Remote, and Deskside support using CA Ticketing Management System, Bomgar, and RDP, and web-based tools to resolve incidents according to SLAs

Supported all Microsoft software products, proprietary software, VPN connectivity, NODs, MFPs, and iPads, and iPhones.

Deskside Support

ITC Infotech (USA)\ Bank of the West – February 2015 – June 2015

Key Deliveries:

Resolved Bankers, Tellers, ATMs, Money Vaults, and VM devices using Cherwell Ticketing System and Bomgar to resolve internal software and hardware issues within 12 minutes.

Deskside Support

American CyberSystem, Inc.\ Saint Francis Medical Center – June 2014 - February 2015

Key Deliveries:

Supported over 700 enterprise assets on-site or remotely using UltraVNC, DameWare, Bomgar, or RDP

Migrated over 500 Windows XP computers to Windows 7 in a refresh project

Managed, tracked, and decommissioned inventory via the ITAM\CMBD system

Configured and assigned Cisco VOIP Desk and Mobile phones using Cisco Unified Communication Manager.

Provided live video conference rooms AV support and monitoring equipment.

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