Duncan Ketcheson Email & Phone Number

Edmonton, Alberta, Canada

 First point of contact within a small hybrid service desk environment for all users of contracted company.o SLMs above industry average (>80% First Call Resolution, < 30s Wait Time). o Served hundreds of users across 28 locations, spanning multiple provinces. Diagnosed and resolved a plethora of technical hardware and software issues via phone and email, over and above the duties of a regular Tier 1 Service Desk.o User Access Administration (Active Directory/Windows Server/SharePoint/VPN/RDP management).o Carried out administrative and provisional tasks delegated to the service desk by the client (printing and distribution of nametags, diagnosis and replacement of portable network-connected phones). Maintained detailed records of fulfillment actions and processing of support agreements. Accommodated wide-ranging user experience levels by adjusting technical support strategies to match.  Excelled individually and served as team player to resolve issues during power outages and uncaptured data.

St Albert, Alberta, Canada

 Conducted both sales and technical services via phone and email for customers on a wide variety of devices.o Red Lion/Phoenix Contact PLC, Industrial PC, Desktop/Server Hardware, Windows/Linux Software. Offered professional advice and assistance, generating relationships and elevating brand exposure. Workstation/Server System assembly, diagnosis, and repair.

St Albert, Alberta, Canada

 Worked fully remotely as a team lead to support customers with technical support at 24/7/365 availability. Promoted a positive team experience, handled customer escalations, and trained new agents.

Edmonton, Alberta, Canada

 Tracked and supported hundreds of devices across 4 branches with >250 users. Was the sole technology administrator, with only upper management and a student intern to assist.

St Albert, Alberta, Canada

Edmonton, Alberta, Canada

 Successfully delivered a touch input-based game to facilitate the physical rehabilitation of the hospital’s patients. Worked as a member of a small programming team within the larger development team, collaborating with smaller broken-out audio and art teams. Game development within the Unity Engine.o Developed game systems (menus/detection/save systems), individual gameplay features (multi-point touchscreen interactivity, level creation, live object manipulation), and player progression to increase patient retention.o Lead C# Programmer within the team.o Problem solved by taking charge on features that the team lacked experience in on-the-fly. Alpha/Beta testing with the client, private black box QA testing.o Implemented client and player feedback on UX, progression, and rehabilitative interactivity.

Blackfalds, Alberta, Canada

Blackfalds, Alberta, Canada

Bachelor Of Technology - Btech, Game And Interactive Media Design

High School Diploma

Activities and Societies: Graduated with a certificate of bilingualism and 100% in Information Processing 30-5.