Reginald Duncan
Sugar Land
Summary
Highly skilled in technology, analytical, communication, and teamwork. Proven ability to adapt quickly to new environments. Committed to contributing to team success and enhancing professional skills. Known for maintaining a positive attitude and dedicated to continuous learning and growth.
Overview
15
15
years of professional experience
Work History
Technical Support Representative
Jack Henry & Associates
02.2022 - 05.2025
- Provided level one troubleshooting.
- Accurately assesses the customer's product issue or problem.
- Asked user well-thought-out or detailed questions and carefully listens to the user's responsibility to fully comprehend the need, product issue, and best avenue for resolving the problem.
- Researched customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible.
- Identified and resolved application and service issues and any other questions that may arise.
- Answered general application questions.
- Provided appropriate personnel a precise understanding of user's issues when the problem needed to be escalated to a higher level.
- Monitored incoming cases and emails and resolves in accordance with Service Level Standards (SLS).
- Used available support tools to assist the customer and/or recreate the issue.
- Participated in training programs to continuously improve product knowledge and service skills.
Computer Operator
Jack Henry & Associates
06.2018 - 02.2022
- Maintained necessary operating records, check lists, and procedures to ensure accuracy and completion of functions.
- Utilized scripted instructions to perform routine processing functions to meet deadlines or standards.
- Provided support to customers and internal users in a courteous and professional manner.
- Monitored the console and other online systems. Responds with appropriate actions and escalation.
- Followed established guidelines to ensure security of data and computer systems.
- Managed Windows Server environment.
Computer Tape Operator
Pomeroy/IBM
03.2018 - 06.2018
- Assisted customers via phone and email, interacting with hardware included placing service request via phone/electronically and processing of intersite media movement and evidence retention.
- Mounted and demounted data media.
- Initiated detailed search for misfiled media when required.
- Used appropriate work tools available to provide resolution.
- Performed Floor sweeps searching for media as needed.
Computer Operator – Night Shift Supervisor
Academy Sports and Outdoors
11.2013 - 12.2017
- Operated AS/400 and enterprised systems batch job controls, and also a variety of PC and other equipment.
- Ran daily jobs and distribute reports to end users.
- Backuped and restored data as needed or scheduled.
- Answered telephones and assist users with requests and problems.
- Organized and maintained tape library, including off site storage.
- Polled daily POS data and coordinated any difficulties with store personnel, other MIS personnel or service organizations as needed.
- Coordinated return service on failing equipment.
- Assisted users with requests and problems.
- Set up, maintained and processed job schedules.
Customer Service Representative
Group 1 Automotive
12.2012 - 11.2013
- Received inbound calls providing world class service for customers needing automotive service.
- Followed up as needed on all inquiries to ensure resolution and customer satisfaction.
- Quoted service pricing and advised customers on scheduled maintenance in accordance with manufacturer recommendations.
- Generated and distributed system reports to the Vice presidents, Directors, General Manager, and Service Managers of Group 1 Automotive.
Customer Service Representative
Black Box Network Services
10.2010 - 08.2012
- Opened tickets in ticketing system from customer via email, incoming call, or through the customers ticketing system.
- Scheduled technician to work ticket remotely or dispatched technician to site.
- Kept both customer and the technician updated on new details regarding the ticket.
- Closed tickets when technician provided their closing details of the resolution.
Education
B.A. - Business Management Information Systems
Sam Houston State University
Huntsville, TX12.2004
Skills
- Videoconferencing
- Application support
- Issue troubleshooting
- User support
- Decision-making
- Analytical thinking
- Remote support
- Technical troubleshooting
- Customer service
- Support case resolution
- Technical support
- System monitoring
Hobbies and Interests
- Musical instruments
- Fitness
- Computer information and technology
Timeline
Technical Support Representative
Jack Henry & Associates
02.2022 - 05.2025
Computer Operator
Jack Henry & Associates
06.2018 - 02.2022
Computer Tape Operator
Pomeroy/IBM
03.2018 - 06.2018
Computer Operator – Night Shift Supervisor
Academy Sports and Outdoors
11.2013 - 12.2017
Customer Service Representative
Group 1 Automotive
12.2012 - 11.2013
Customer Service Representative
Black Box Network Services
10.2010 - 08.2012
B.A. - Business Management Information Systems
Sam Houston State University
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