Duane Cook

Background

About Duane Cook

EXPERIENCE Senior Manager – Union Pacific Railroad 6/11/2018 - Current • Manage 24x7 help desk with over external customers • Identify critical outages through help desk calls or tools used for analysis of the business • Lead outage calls for critical business applications • Write outage notifications for executive management to be informed of business impacting events • Attend morning meetings to discuss root cause of critical events • Time keeping and scheduling for 38 analysts • Subject matter expert for many areas of the business for the analysts if the issue can not be resolved at 1st and 2nd level • Responsible for quality control of the business processes and procedures • Identify trends through internal customer feedback, ensure standard work procedures and processes are being followed, evaluate call recordings and survey feedback to maintain 94% or above average rating for the group. • Identified impact of wait times through survey feedback and adjusted number of analysts at peak times • Hold one on one feedback sessions with analysts to provide coaching outside of normal performance reviews. • Build analyst skills by giving them challenges and opportunities along with training so they can improve customer service and further their careers • Coach analysts to assist internal customers interested in supporting themselves to decrease calls • Provide biannual performance reviews • Cover lunch times on the phones when needed • Conduct shift meetings prior to the start of each shift • Rotating on call manager 18 weeks of the year including holidays EDUCATION Masters of Business Administration, Bellevue University, Bellevue NE (Feb 2009) Masters of Arts in Management, Bellevue University, Bellevue NE (Aug 2007) BS in Business Information Systems, Bellevue University, Bellevue NE (March 2004) AAS in Networking Technologies, Metropolitan Community College, Omaha NE (Nov