William Torrey Duncan Email & Phone Number

Dacula, GA, US

Atlanta, Georgia, United States

• Developed commercial pest reporting application that aligns with industry compliance and third-party audit requirements
• Contributed to innovative thinking, process improvement, and application enhancement which increased the usage and acceptance of the commercial pest reporting application by 55% in 2021
• Developed and managed the rollout of an intelligent scheduling application to call center sales agents across the nation which resulted in increased sales and a higher rate of… Show more
• Developed and managed the rollout of an intelligent scheduling application to call center sales agents across the nation which resulted in increased sales and a higher rate of customer retention
• Integrated systems utilizing APIs, resulting in streamlined processes for customers and internal users
• Managed backlog and lead backlog grooming sessions to prioritize items based on business initiatives and stakeholder input Show less

• Provide an escalation point for 15-20 tier one analysts
• Ensure Rollins proprietary CRM is maintained and running at its highest standard with maximum productivity and efficiency
• Work with business analysts and admin teams to design and make decisions on future development projects
• Analyze user processes to find more efficient ways of working with the CRM
• Directly provide end user as well as support team training sessions
• Serve on the incident… Show more

Greater Atlanta Area

• Provide training, troubleshooting and support for Rollins' proprietary customer account management application and iOS counterpart in use by their many pest control companies
• Assist branch managers with credit card transactions, service edits, and employee setup in the core system
• For technicians in the field I help troubleshoot iOS issues with the mobile application as well as help them pair their mobile printer and barcode scanner to the iPhone
• Regularly assist the QA team… Show more
• Regularly assist the QA team with software testing before each software release
• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.

Suwanee, GA

• Windows 7/8.1/10 support
• Provide thorough support and problem resolution for clients
• Designed and implemented new hire process including setting up new laptop imaging software
• Used Hyper-V to create virtual machines
• Managed laptop refresh project for over 100 devices
• Develop and maintain IT process documentation

Jefferson, GA

- IT helpdesk troubleshooting- Disk imaging using Acronis- Learning Visual Basic on the job and applying it in an on-call calendar system- Troubleshooting IPTV (pinging and restarting)- Installing and troubleshooting Cisco IP phones using power over Ethernet- Joining computers to an active directory domain- Creating/removing email addresses using Microsoft.