JORDAN DUNCAN

Dallas, TX | 214-263-1361 | jorduncan07@gmail.com

 

OBJECTIVE

 

I wish to expand my horizons in the technical and customer service industry where I will be able to utilize the skills needed to become a valuable asset in a long term position.

 

PROFESSIONAL WORK HISTORY

 

Customer Care and Email Specialist                          Sept. 2015- Nov. 2016

The American Heart Association                            Richardson, TX

·  Assist multiple customers on a daily basis via phone/email/webchat

·  Document all actions in Microsoft Dynamics

·  Provide accurate and complete information

·  Be able to navigate multiple AHA websites

·  Knowledge of multiple business tools (CRM/Blackbaud/Siebel/SharePoint)

·  Proficient handle times

·  Take or locate donations in Blackbaud/Siebel

·  Escalate inquiries to correct contact(s) when needed

·  Maintain productivity levels

·  Respond to customers in a timely and professional manner

·  Knowledge of multiple CPR and First Aid Courses (Classroom/Online/Blended)

·  Respond to postal inquiries

·  Adapt to changing Courses/Tools/Science and Guidelines

 

 

Host, Waiter, Expo                                      Mar. 2013- Oct. 2015

The Lot Dallas         Dallas, TX

·  Taking orders, waiting tables fast and efficiently

·  Closing/Opening Duties and Site Break Down/Preparation

·  General knowledge of food menu items (ingredients, taste, pairings, etc.)

·  Ability to multitask

·  Ability to up sale

 

 

IT/Desktop Support                                         Dec. 2011- May 2012

TEKSystems- Projects & Contract PositionsRichardson, TX

 

Safety Kleen (Mar. 2012- May 2012)     

·  Imaging/Configuring desktops (780s)

·  Data transfer

·  Shipping

·  Installs

·  Reclaiming hardware

·  Installing software

·  Storing old hardware

 

HEB (Dec. 2011- Jan. 2012)        Dallas, TX

·  Setup registers/lanes(scanner/PC/scangun/monitor/keyboard/printer/phone)

·  Installation of phone systems

·  Setup managers offices (PC/printers/VoIP phones)

·  Install clock in PCs

·  Configure PDA/cell phones for management

·  Quality Control testing

 

 

Desktop/Technical Support                            March 2011- November 2011

Genband                                                        Plano and Frisco, TX

·  Phone support

·  Ticketing all actions

·  Owning and resolving tickets in a timely fashion

·  Knowledge of Dell KACE server

·  Active Directory/Remote Desktop/VPN

·  Imaging laptops and desktops for employees

·  Create/customize images to be deployed to machines

·  Data recovery

·  Creating accounts for new hires/Disabling accounts

·  Setting up offices and cubicles

·  Shipping and receiving both locally and internationally

·  Installing and configuring VoIP phones

 

 

Technical Support Specialist                    June 2010- February 2011

Voyager Expanded Learning                    Da1llas, TX

·  Phone Support – High call volume

·  Knowledge of 15 educational products both online/offline and curriculum

·  Take care of customers issues within a 7 minute time frame

·  Make a ticket for every call or email received (issue/non-issue)

·  Update the customer on the status of the issue (via phone or email)

·  Trouble shoot all issues

·  Work on lengthy projects on a tight schedule

·  Work with changing programs and be able to adjust to the settings

·  Escalate all issues to appropriate sources

·  Look up orders in tech support system

 

 

Host, Waiter, Expo               June 2005-February 2013

BIG FISH                             Grapevine, TX

·  Front Desk/Cashier/Hosting Duties

·  Taking orders, waiting tables fast and efficiently

·  Closing/Opening Duties and Site Break Down/Preparation

·  Several special projects for setting up parties. Stocking inventory, making bank runs and assisting management with schedules.

 

Cashier, Phone Operator                                              June 2003- June 2005

SONNY BRYANS BBQ                                             Irving, TX

·  Front desk operations and cashier management.

·  Walk in and call in order taking duties

·  Closing and opening duties

 

PROFESSIONAL SKILLS

 

·  Software knowledge: MS Office Suite (Excel, Word, Outlook, PowerPoint)

·  Knowledge of Dell KACE server

·  Multi-tasking project completion skills

·  Knowledge of general office equipment (Copy Machine/Fax Machine/Scanner)

·  Internet Browser and Computer OS knowledgeable.

·  Customer service directed demeanor

·  Time efficient

·  Focused/Friendly/Flexible/Adaptable/Stable/Dependable

 

EDUCATION

 

North Lake College                                                     Irving, TX

Some college coursework completed                             2007-2008          

Achievements: Deans Honor Roll

 

MacArthur High School                                               Irving, TX

High School Diploma Obtained                                      2007

 

 

PROFESSIONAL REFERENCES

 

●       Robert Venable- BUCHANAN TECHNOLOGIES- Chief Financial Officer

            TEL: (214)-532-1094

            EMAIL: rvenable@buchanan.com

 

●       Matthew Hunter- VOYAGER- Implementation Support Manager

           TEL: (214)-770-4599

            EMAIL: matthunter@aol.com