Donnie McDuffee
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Specialist (Customer Support)
JFHQ, Tennessee Army National Guard
02.2023 - Current
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Coordinated responses and resources to handle special client requests.
- Developed and maintained relationships with key accounts and existing customers.
- Documented customer complaints and completed corrective action requests.
- Researched and analyzed customer feedback to identify areas for improvement and growth opportunities.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
IT Specialist
Army National Guard
10.2018 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained call servers and Cisco systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Walked individuals through basic troubleshooting tasks.
- Configured and maintained satellite communication systems.
Education
High School Diploma -
Macon County High School
Lafayette, TN05.2019
Skills
- Discharge Planning
- Application Installations
- Debugging
- Application Support
- Technical Reporting
- Technical Issue Analysis
- Troubleshooting
- System Upgrades
- Desktop Support
- Service Support
- User Support
- Customer Service
- Software Installation
- Microsoft Outlook
- Windows 10 & 11
- Hardware Upgrades
- Complaint Resolution
- TCP/IP
- LAN/WAN
- Staff Education and Training
Certification
CompTIA Security+
Secret security clearance
Timeline
IT Specialist (Customer Support)
JFHQ, Tennessee Army National Guard
02.2023 - Current
IT Specialist
Army National Guard
10.2018 - Current
High School Diploma -
Macon County High School
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