Shane Duke Email & Phone Number

St. Louis, Missouri, Us

* Business partnership development* Quality improvement models and methods* Cross and inter departmental process collaboration* Defining and selecting effective performance measures* Defining roles, skill sets, and responsibilities of staff and team building* Measuring the business value of IT and customer satisfaction* Managing IT reviews and oversight processes* Deliver Site Support Services functions, policies, and procedures in accordance to SLA's* Ensure that metrics are produced and delivered to both GTS and the business management* Maintain overall ownership, monitor, track, and ensure quality assurance for all incidents and service requests* Act as local point of contact for IT customer and end user management communication and issue escalation* Act as local point a contact for IT Technical Support Management for the escalation of support issues and concerns* Periodic evaluation of site service tasks for opportunities to transition tasks to Service Desk staff for ongoing resolution* Provide input to Service Desk Owner and Incident Management Owner regarding Continuous Improvement opportunities* Provide input to Global strategy and implementation team for appropriateness of operations support* Provide communication to end users concerning the status of Incidents, Service Requests, and changes (RFC)* Devise and provide training, technology overviews to end users* Cultivate relationships with operations managers within the Western region to ensure optimum technology adaption* Compile data through Incident entry that will be used for management information and reporting* Assist with trend and root cause analysis; identify and communicate problem trends; identify and communicate gaps in department knowledge required to resolve specific problems.

Chicago, Illinois, Us

Chicago, Illinois, Us

• Manage Service Desk Technicians to ensure all work orders are handled properly and resolved in a timely manner• Analyze statistical data to support the ongoing service improvements of the Service Desk team• Generate and maintain ticketing system reports• Collaborate with other IT teams to ensure their needs are met and first line of support is provided• Effectively Communicate service and support processes, guidelines, and standards• Ensure compliance with policies and procedure• Provide process and management support, advice, and direction to Service Desk level 1 technicians• Provide leadership, direction and management to the Service Improvement team• Mentor Service Technicians in determining the most effective method of problem resolution• Ensure Level I Call Center activity metrics and supporting metrics are produced and delivered in a timely manner• Provide metrics and ensure quality control • Maintain ownership, monitor, track, and ensure quality assurance for all Level I incidents and service requests • Act as local point of contact for IT customer and end user management communication • Provide communication to end users concerning the status of incidents, service requests, and changes (RFC) • Compile data through incident entry that will be used for management information and reporting• Maintain service desk and end user documentation• Lead efforts to identify, evaluate, promote, and implement customer support best practice processes and procedures• Provides after-hours and on-call support, as needed• implement a robust Continual Service Improvement (CSI) strategy that enables the realization of a proactive operating model across Operations• Create the framework for ITIL based service design• Identify opportunities to improve the IT Service Management process

Manage 7 Tier 1 support technicians across the United States. Provide Metrics on call volume, ticket quantities and manage to SLA's for the business. Created the access management team designing policies, procedures and audits for the business. Managing a team of 2 Security Administration Specialist who grant and remove access as well as performing the audits to present to the business.

Manage the team of 5 level 1 service technicians who support all of our managed properties as well as users. Report on the levels of calls and tickets we take in.

Support brokerage site in Clayton as well as other properties around the St. Louis area. Part of the escalation team, blackberry team, Ironport (Spam administration) team as well as traveling team (on-boarding properties and other larger acquisitions).

St Louis, Missouri, Us

Supporting all 361 stores in the United States, Canada and the United Kingdom with their network equipment, Cisco 1700 and 2811 series routers, Cisco switches and PackateersMaintenance of the stores’ WAN Circuits, Working with ATT and other providers to assure the stores’ WAN circuits are fully functional (majority T1 circuits)Telecommunications, phone line support at the stores

St Louis, Missouri, Us

Active role in providing assistance with the day-to-day technical maintenance of all the retail store locations located within the United States, Canada, and the United KingdomAssist in the daily managing of the Service Desk Team for the home office by conducting weekly team meetingsProvide solutions to escalated problems before it reaches the point of escalation to the 3rd and 4th tierProvide training for first level service desk analyst upon hire or as neededExtensive knowledge in using the Windows platform, Point of Sale systems, Coalition and Retail ProConduct orientations on equipment and systems for all new hires at the home office

St Louis, Missouri, Us

3rd level IT support, fulfilling/resolving escalated IT requests from the Help Desk for the Chain (BQ, Stores, Field Users, etc.)Diagnose fix and repair PC hardware and componentsResponsible for managing inventory of IT equipment including asset management using CA Unicenter Asset Management softwareManage, coordinate and support special projects i.e. setup of computer labs, computer moves and providing IT equipmentPre-setup new stores IT Equipment - PC’s, router, switch, server cabinet and other equipment

St Louis, Missouri, Us

Provide daily maintenance for each location’s four to six storybook computers, registers, manager’s workstation, server, router, switch, and modemsResponsible for hardware and software troubleshooting, before and after store implementationExtensive knowledge in using the Windows platform, Point of Sale systems, Coalition and Retail Pro Conduct orientations on equipment and systems for all new hires at the home office

Supported 700 desktop computers within the school and 8 servers running a combination of Microsoft Windows and Novell NetwarePlayed an active role in imaging, printing and application installation and was responsible for daily backups using Arcserve-9Responsible for User Creation and Application association and used a Web Enabled interface for User Creation to the Active Directory / Exchange

Degree: Bachelor Of Science, Business Administration

Degree: Associates Of Arts