Curtis Duck
New York,NY
Summary
Experienced IT Operations and Helpdesk Support Associate with over ten years of expertise in managing and resolving technical issues. Demonstrated success in maintaining a high first-call resolution rate of 90% and effectively managing daily ticket queues to ensure a 95% on-time resolution. Proficient in remotely resolving hardware and software problems, streamlining new user setups, and coordinating service repairs to minimize downtime. Skilled in supporting end-users with software issues, including the MS Office Suite and Windows, while maintaining high user satisfaction rates. Adept at managing Active Directory and providing seamless technical support for internal and client meetings.
Overview
11
11
years of professional experience
Work History
Associate IT Support Operation Services
IPG Mediabrands
05.2013 - Current
- Successfully resolved over 1500 remedy tickets annually, ensuring quick and effective solutions for both internal and external users.
- Managed a daily ticket queue of up to 250 tickets, achieving a 95% on-time resolution rate and maintaining an average queue size below 10 tickets through proactive management.
- Achieved a 90% first-call resolution rate by effectively communicating and documenting over 1,500 issues annually in the Remedy ticketing system.
- Remotely resolved hardware and software issues for over 800 users annually, ensuring efficient problem resolution.
- Provided comprehensive support for software issues, including MacOS, MS Office and Windows 10/11, resulting in a 40% reduction in repeat incidents and a 95% user satisfaction rate.
- Streamlined the onboarding process for over 150 new users annually by efficiently reimaging and configuring laptops, setting up workstations, and ensuring timely creation of user accounts.
- Coordinated over 200 service repairs annually with HP and Apple, reducing downtime by 50% and ensuring timely resolution of hardware issues.
- Successfully set up company email accounts on iOS and Android devices for over 300 users, enhancing mobile productivity and communication.
- Supported the setup of conference rooms for over 100 internal and client meetings annually using applications such as Microsoft Teams and Zoom, to ensuring seamless presentations, video, and phone conferences.
- Managed Active Directory with a focus on security and efficiency, handling the creation and disabling of over 200 user accounts annually, and reducing account unlock times by 40%
Education
Bachelor of Science - Computer Science
SUNY Cobleskill
Cobleskill, NY05.2013
Skills
- Active Directory Management
- Ticketing system proficiency
- Desktop support
- Mac systems
- User Support
- Hardware diagnostics
- Technical Support
- Microsoft Windows and Office
- Remote Technical Support
- Videoconferencing
- JAMF
- G-Suite
Timeline
Associate IT Support Operation Services
IPG Mediabrands
05.2013 - Current
Bachelor of Science - Computer Science
SUNY Cobleskill
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