Brendan Duffy
Fond Du Lac,WI
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Large Vessel Product Support Specialist
Mercury Marine
12.2014 - Current
- Increased knowledge base usage by creating detailed articles on common product issues and solutions.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
- Conducted comprehensive product training sessions for internal staff
- Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Improved the overall efficiency of the support team with streamlined processes and clear communication.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Provided remote support to global clients, adapting communication styles to suit various cultural preferences.
- Mentored new Product Support Specialists, fostering a positive work environment that encouraged professional growth.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Analyzed and applied technical information from interviews with engineers, operators and suppliers.
Automotive Technician
Russ Darrow Chrysler
05.2013 - 12.2014
- Maintained a clean and organized work environment, demonstrating pride in personal workspace while contributing to overall shop cleanliness.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Changed, rotated, and balanced tires on different types of vehicles.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Improved vehicle performance by conducting thorough diagnostic tests and repairing or replacing faulty components.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Upheld high safety standards in the workplace by following proper protocols when handling hazardous materials and utilizing protective gear as needed.
- Performed safety and emissions inspections.
Automotive Technician
Russ Darrow Kia Of Appleton
09.2008 - 04.2013
- Maintained a clean and organized work environment, demonstrating pride in personal workspace while contributing to overall shop cleanliness.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Changed, rotated, and balanced tires on different types of vehicles.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Improved vehicle performance by conducting thorough diagnostic tests and repairing or replacing faulty components.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Upheld high safety standards in the workplace by following proper protocols when handling hazardous materials and utilizing protective gear as needed.
- Increased workshop efficiency by effectively organizing tools, equipment, and workspace for easy access during repairs.
- Enhanced customer satisfaction by providing timely and accurate repair estimates for various automotive issues.
- Performed safety and emissions inspections.
- Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
- Completed customer orders and warranty services according to manufacturer specifications.
- Maintained accurate records of time and materials required to perform repairs and service.
- Achieved consistency across all repairs by strictly following manufacturer guidelines and using OEM parts whenever possible.
- Safeguarded customer trust by ensuring adherence to ethical repair practices and maintaining a transparent communication approach throughout the service process.
- Boosted team morale and productivity by actively participating in staff training, sharing knowledge and skills with coworkers.
- Cultivated a loyal client base through personalized consultations, listening attentively to each individual''s needs before recommending appropriate solutions.
- Repaired and replaced worn and damaged components.
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
- Analyzed vehicle data using advanced diagnostic equipment.
Assistant Manager
Karl Ray Lanes
01.2006 - 10.2008
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Education
No Degree - Marine Mechanics
Moraine Park Technical College
Beaver Dam, WINo Degree - English Literature
University of Wisconsin
Fond Du Lac, WIHigh School Diploma -
Fond Du Lac High School
Fond Du Lac, WI06.2004
Skills
- Network Troubleshooting
- Remote Support
- Telephone support
- Hardware troubleshooting
- Incident Management
- Records Review
- System Administration
- Escalation management
- Knowledge Base Maintenance
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Remote Technical Support
Affiliations
- American Legion
- Fraternity of Eagles
Certification
- Outboard Certified Technician Training - 2021
- V12 Certified - 2021
- MerCruiser Inboard Certified - 2016
- MerCruiser Certified - 2016
- Lean Six Sigma Training - 2023
Timeline
Large Vessel Product Support Specialist
Mercury Marine
12.2014 - Current
Automotive Technician
Russ Darrow Chrysler
05.2013 - 12.2014
Automotive Technician
Russ Darrow Kia Of Appleton
09.2008 - 04.2013
Assistant Manager
Karl Ray Lanes
01.2006 - 10.2008
No Degree - Marine Mechanics
Moraine Park Technical College
No Degree - English Literature
University of Wisconsin
High School Diploma -
Fond Du Lac High School
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