David Duke

Background

About David Duke

INFORMATION TECHNOLOGY EXPERIENCE ESCALATION SUPPORT LEAD, HCL, Cary, North Carolina (2015-present)*Coordinates between end users and technicians to resolve complex issues.*Trains Escalation Managers in the process and procedures of the Escalation Support Desk.*Compliles reports and data material for use by the Service Desk Manager in their day to day operation.*Uses ticketing software such as ServiceNow to track and manage end user’s information and issues. SERVICE DESK ANALYST, HCL, Cary, North Carolina (2015-2015)*Provided telephonic assistance to users who have computer issues.*Drafted and Edited Knowledge Based Articles for other Analyst to use during troubleshooting.*Utilized software to take remote control of customer’s computer to resolve complex software issues. CUSTOMER EXPERIENCE TECHNICIAN, Datrose, Durham, North Carolina (2014-2014)* Communicated with customers for resolution with Kodak equipment.* Utilized software to take remote control of customer’s Kodak equipment to resolve software issues.* Investigated and resolves complex issues with Kodak equipment hardware. CUSTOMER CARE SENIOR ADVISOR, Xerox, Raleigh, North Carolina (2013-2014)* Communicated appropriate options to customers for resolution of complex issues with their devices.* Gathered information, researches/resolves issues with customer’s devices.* Communicated with Site Support Engineers on complex software issues and collaborates with them on resolutions. CUSTOMER CARE ADVISOR, Xerox, Raleigh, North Carolina (2012-2013)* Gathered information, researched/resolved inquiries and logged customer calls.* Communicated appropriate options for resolution in a timely manner.* Informed customers about services available and assessed customer needs.* Provided training for new advisors under a mentoring role.