Mike Duggan Email & Phone Number

Canada

Canada

Halifax, Canada Area

Bedford Nova Scotia

•Provide world class customer support using needs analysis techniques, via Twitter, BlackBerry Support Community Forums, Inside Blackberry Blog as well as multiple BlackBerry Facebook pages •Monitor and report on content related to BlackBerry issues, Twitter trending and Facebook inquiries as well as manage essential customer data and critical databases•Participate in On-Call rotation to provide high quality, time sensitive consultation to Senior RIM Management during service outages and critical issues•Developed and presented Social Media training session as well as new employee training and support for junior Social Media Specialists•Active member of the BlackBerry Beta users in which I was responsible for testing software and devices then reporting issues to the BlackBerry Beta Team.•Developed and manage the Social Media Support Team’s shared folder system , Intranet site and support process documents and procedures•Utilize SQL for providing monthly Social Media Support team metrics as well as weekly data reports related to customer survey results•Chosen to attend the 2011 Consumer Electronics Show in Las Vegas, acting as a liaison for Research In Motion, where I provided hands-on consultation and support to high profile clients during publicity events

Bedford, Nova Scotia

•Troubleshoot BlackBerry Enterprise Server, the Desktop Manager software, and all applications relating to the BlackBerry Solution•Acting as an escalation point, guiding the customer through the resolution of on-going issues•Provide highly effective, efficient and professional support by troubleshooting BlackBerry technical issues, researching out of box solutions, utilizing ticketing software, Microsoft Outlook, and various internal and external knowledge-based systems.•Use Webex and Microsoft Remote Desktop for troubleshooting purposes•Training and development of new employees, member of the Knowledge Centered Support (KCS) team and member of the Kepner-Tregoe (KT) BPTS Coaching team in which I provided feedback, coaching and on-going training to associates

Halifax, Nova Scotia

•Conflict resolution and one on one customer support as well as providing technical advice and guidance in person or over the phone•Installing, configuring and upgrading hardware, peripherals and firewalls as well as configuring systems and software, LAN, router and security setup•Setting up email via Microsoft Outlook/Outlook Express using connections with Microsoft Exchange Server or ISP Mail Server

Dartmouth, Nova Scotia

•Installing, configuring and upgrading PCs, laptops and related equipment•Diagnosing and troubleshooting both common and unusual hardware, software and third party issues•Conflict resolution and customer support as well as providing technical advice and guidance in person or over the phone

Lower Sackville, Nova Scotia

•Customer service, problem solving and Back-up Department Manager •Store-related paperwork including orders generation and banking•Training employees, creating weekly staff schedules, mediating disputed between staff, distribution and delegation of responsibilities•Conflict resolution and customer support for irate customers as well as mediation between employees and customers during difficult times.