1. DUNCAN HOLMES
1265 NW Trail Ave. Portland OR 97229 | duncanholmes32@gmail.com | 503-467-1480
OBJECTIVE To obtain a PC / Mac / infrastructure support position with opportunities to learn and advance.
EXPERIENCE INTERNAL HELPDESK TECH - CANON USA / OCÉ
APRIL 2014 - CURRENT
Part of a four man team working closely to provide workstation, network, and system support
to over 750 Oce employees over 80 sites nationwide.
Monitoring all servers and systems including Windows Server 2008 R2/2012, HyperV,
Apache, RoboFTP. Restart servers and services using terminal, VNC, scripts, etc.
Full laptop/desktop support through screen sharing, remote installations, writing and pushing
scripts.
User software support includes Cisco VPN, MS Office, Lotus Notes, Java, Flash, IE, OMD,
RDP, imaging and configuring new workstations.
Account creation and modification in AD, Windows Server, Symantec, OMD, MWA,
Solely responsible for managing and monitoring daily file backups and weekly image
backups of all of our local servers using NovaBackup.
Network troubleshooting of branch issues using cmd or PuTTY. Isolating between isp,
modem, DNS, proxies, tunnels, firewall, pix, asa, etc.
DESKSIDE TECHINICIAN II - NIKE
OCT 2012 – APRIL 2014
Started as a Remote Tech, promoted to DeskSide Tech II after 6 months.
Individually handled all escalations from the Remote Team for 300+ users in four buildings.
Supported the workstations of the Atos VP’s and Nike’s Computer Engineering team, and
assisted in deploying and supporting new software being tested in the Nike environment.
The final level of support, I was responsible for every single issue being resolved.
Sometimes including reimaging, transferring all data/configurations and reinstalling software.
Common software supported includes: Office, Cisco AnyConnect VPN, Java, VMWare, AD
binding issues, Adobe CS6, SAP, SCCM, Oracle 10g/11g, SQL Server and SQL Developer.
APPLECARE TEAM MANAGER – ACS / XEROX
FEB 2009 – OCT 2012
Started as a Tier 1 Tech, a top performer with overall satisfaction of over 97%, promoted to
Team Manager after 5 months.
Primary responsibility of coaching customer service to meet specific KPI metrics including:
customer satisfaction percentage, handle time, sales goals and escalation percentage.
Responsible for every aspect of managing a team of 12-16 advisors including daily
coaching, attendance, corrective action, monthly and yearly reviews, and team meetings.
Lead Manager within a year and taking on some Operation Manager responsibilities
Continuous change with team members transferring, and absorbing new fresh new hires,
sometimes most or even all of your team at once.
Keep up morale and find ways to have fun. Creating contests, organizing BBQ’s, etc.
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EDUCATION CLACKAMAS COMMUNITY COLLEGE, CLACKAMAS OR
COMPUTER SCIENCE / DRAFTING
48 credits toward Associates Degree.
OREGON STATE UNIVERSITY, CORVALLIS OR
MECHANICAL ENGINEERING
64 credits toward Bachelors Degree.
CLACKAMAS HIGH SCHOOL, CLACKAMAS OR
GRADUATED WITH HONORS
3.8 GPA
SKILLS &
ABILITIES
I am an enthusiastic and driven individual with a talent for connecting with people and fixing
whatever technical issues they can throw at me. I am not afraid to work hard and I thrive under
pressure. The challenge of solving an especially tricky software issue, or turning around an
upset customer is highly satisfying for me. Above all, I am an incredibly quick learner with the
communication skills to succeed in any environment.
Over 10 years of experience using Windows, Word, Excel, PowerPoint and Outlook
Over 2 years of training and daily hands on use with all types of Apple computers
Excellent written and verbal communication skills and type over 50 wpm
Creative problem solver and able to deal with change
Accepting of criticism and coaching, will reach out for additional training if needed
Maintaining a patient and professional demeanor when dealing with a frustrated user
Able to prioritize multiple tasks and handle a heavy workload unsupervised
Dedicated and reliable, I take pride in rarely missing work
