Patrick Duncan Email & Phone Number

Novi, Michigan

Level 2 AgentHandle escalations from our level 1 help deskHandle walk-ups and desk side support for those in our buildingManage personal tickets as well as tickets emailed to the help deskMaintaining Active Directory accounts, moving, adding, changes, and disablesMaintain email using Exchange 2013 and Office 365 - Hybrid systemMaintaining teleconference accountsCreating reqs and ordering IT equipment with Product OrdersCreate and configure new servers using VMWarePatching all Production and Non-Production servers in the company environment using SolarWinds Patch ManagerMaintain Cisco VoIP system for the corporate officeLearning the disaster recovery and backup system Commvault

Novi, Michigan

Level 2 AgentHandle escalations from our level 1 help desk.Handle over flow calls from our level 1 help desk.Handle walkups and desk side support for those in our building.Manage personal tickets as well as tickets emailed to the help deskNew pc set ups, reimaging need systemsMaintaining Active Directory accounts, moving, adding, changes, and disablesManage mifi/aircard inventory, shipping out when needed, ordering new devices, suspending/reinstating devices as neededManaging telecom lines, order/cancelling service, investigating if lines are neededManaging an extensive mobile device list, adding/removing/updating cell phones to our account as well as trouble shooting any device issuesMaintaining teleconference accountsCreating reqs and ordering IT equipment with Product Orders

First point of contact for anyone calling in to the help desk, escalating to our level two if I am unable to fix an issue or if there is a down PC.Assisting employees on the phone though personal knowledge and given documentation.Creating work log ticktes through a central ticketing system.Assist locations with virus/malware issues.When a location is without internet or phone lines, act as a point of contact to contact the telecom companies.Assisting with the training of new employees.Created training documents to be shared with coworkers to assist with various issues.Worked on a project to label all phone and data ports at every cube on all three floors and assisted with re-cabling the phone/data switches.

Southfield

Assist customers on the phone through an internal knowledge database and through personal knowledge. Creating work log tickets through a central ticketing system. BU Agents are skilled in all queues offered.Assisting customers with Active Directory and hardware issues are common as well as troubleshooting Lotus Notes and Mobile Devices. Assisting with multiple company made programs is also common and a part of having the BU skillset.All cases are logged through a central ticketing system and calls that are not closed by me are escalated to the appropriate tier of support. Creating knowledge for other agents and end users is also commonplace and helps to keep everyone informed.Backup trainer, assisting in the training of new hires.

Warren, Michigan