Summary
Overview
Work History
Education
Skills
Certification
Projects
Timeline
Generic

David Duckett

Baltimore,MD

Summary

Senior Lead IT Lead Engineer for 5 Amazon Fulfillment Centers in the BWI Node in Baltimore, Maryland with experience in networking, server maintenance, project management, and user support. In addition, provide mid-atlantic regional support to other Amazon Sort and Fulfillment Centers and also act as a point of escalation for technically difficult issues. Detail-oriented team player with strong organizational skills and a "learn and be curious" attitude. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Support Engineer II

Amazon.com, LLC Fulfillment Center
04.2022 - Current
  • Write and execute CM (Change Management) orders to improve overall network efficiency.
  • Manage technical projects to ensure task deadlines are met.
  • Lead team in daily tasks to increase productivity.
  • Install switches, configure switches, configure wireless controllers, create DNS entries and populate network monitoring to establish successful launches of new sites.
  • Mentor new hires or promoted associates in their role to guarantee successful integration with their team.
  • Assess potential new hires to determine technical proficiency for that role.
  • Lead technical engineering team of five in legacy Amazon Robotics building.
  • Mentor engineers in region for core network infrastructure upgrades.
  • Troubleshoot user and network issues to improve experience for clients.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Provided on-call support to site operations personnel in 24/7 uptime environment for multiple fulfillment centers.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Installed, configured and maintained computer systems and network connections.
  • Monitored system performance to identify potential issues.
  • Offered assistance in implementing and developing training programs.
  • Developed and implemented preventive maintenance procedures.

IT Support Engineer I

Amazon.com, LLC Fulfillment Center
02.2020 - 04.2022
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Communicated with clients to verify roots and causes of computer problems.
  • Tested new software and hardware prior to deployment.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Provided on-call support to operations personnel in 24/7 uptime environment for multiple fulfillment centers.
  • Installed and maintained hardware and computer peripherals to store tangible components.
  • Collaborated with outside departments to implement system-wide improvements.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Researched and identified solutions to technical problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Configured and tested new software and hardware.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Monitored system performance to identify potential issues.
  • Generated reports to track performance and analyze trends.

IT Help Desk Coordinator (Help Desk Manager)

University Of Maryland, College Park - Engineering
10.2016 - 02.2020
  • Used ticketing systems to manage and process support actions and requests.
  • Recruited, trained and supported help desk technicians and representatives.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Managed help desk consisting of 5 employees and conducted performance evaluations.
  • Documented support interactions for future reference.
  • Provided basic end-user troubleshooting and desktop support.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Assisted with updating technical support best practices for use by team.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Scheduled staff and delivered training materials and information.
  • Managed high levels of call flow and responded to IT support needs.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Coached and trained end-users on functions, features and basic troubleshooting of software and hardware such as Oracle software and Linux computers.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Activated accounts for clients interested in new services.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Responded promptly to incoming help desk calls and requests for technical support.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.

IT Help Desk Technician

University Of Maryland, College Park - Physics
10.2014 - 10.2016
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Documented support interactions for future reference.
  • Walked individuals through basic troubleshooting tasks.
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Monitored systems in operation and quickly troubleshot errors.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Configured hardware and granted system permissions to new employees.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Responded promptly to incoming help desk phone calls and requests for technical support.

Education

Bachelor of Science - Computer Networks And Cyber Security

University of Maryland Global Campus
Largo, MD
04.2021

Bachelor of Science - Information Systems Management

University of Maryland Global Campus
Largo, MD
05.2017

Skills

  • Project Management
  • Implement Solutions
  • Hardware and Software Installation
  • Maintain Systems
  • Technical Documentation
  • Hardware Troubleshooting
  • System Configuration
  • Error Troubleshooting
  • Customer Education
  • Technical Support
  • Troubleshooting Skills

Certification

  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • Cisco CCNA

Projects

Implemented the following projects 

  • Carbon Shield Phase 2 - Installed and configured firewall and routing devices to a legacy network in order to enhance security for warehouse traffic flow. Implementation done in 2 buildings.
  • Full Fabric Network (FFN) - Implemented a spine and leaf network architecture to a legacy AR Sortable Fulfillment Center. This was the first building type to go FFN in the country.
  • Multi-Mode to Single Mode Fiber Conversion - Coordinated with vendors and site operations to replace all multi-mode fiber runs with single mode fiber runs.

Timeline

IT Support Engineer II

Amazon.com, LLC Fulfillment Center
04.2022 - Current

IT Support Engineer I

Amazon.com, LLC Fulfillment Center
02.2020 - 04.2022

IT Help Desk Coordinator (Help Desk Manager)

University Of Maryland, College Park - Engineering
10.2016 - 02.2020

IT Help Desk Technician

University Of Maryland, College Park - Physics
10.2014 - 10.2016

Bachelor of Science - Computer Networks And Cyber Security

University of Maryland Global Campus

Bachelor of Science - Information Systems Management

University of Maryland Global Campus

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David Duckett