Hi, I’m
Devin Hamilton II
Oklahoma City,OK
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
years of professional experience
Work History
AidiumOklahoma City, OK
Sr. Software Specialist
04.2022 - 01.2024
Job overview
- Handle escalated tickets with higher priority
- Managed approximately 20-30incoming emails per day from customers.
- Work closely with software engineers to test and fix bugs
- Created internal knowledge articles that help support users and team members
- Troubleshoot and resolve technical problems and other general account inquiries in single customer interaction to maximize customer experience
- De-escalate customer issues while providing product-based solutions to customer
- Communicate and escalate customer and product issues to the development team
- Work with the development team to test and resolve complex customer issues
- Contribute to the culture of continuous customer success
- Annotate customer accounts to provide internal stakeholders with key information regarding the status of assigned customers
- Tested troubleshooting methods and documented resolutions for inclusion in the knowledge base for support team use.
- Ability to thrive on a team in a collaborative start-up environment.
Transaction Data SystemsOklahoma City, OK
Support Representative
09.2021 - 04.2022
Job overview
- Provide first-tier software support to pharmacy staff
- Managed approximately 30-40 incoming calls, and emails, per day from customers.
- Exercise strong verbal and written communication with customers
- Possess basic computer skills (MS Office Suite, Windows Operating Systems)
- Perform troubleshooting to investigate whether the pharmacy software, POS software, or peripheral equipment is responding to program instructions
- Installed and configured operating systems and applications.
- Provided after-hours support as needed to accommodate customers in various time zones.
- Researched and identified solutions to technical problems.
- Help client pharmacies solve patient insurance-related problems.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
Farmers Insurance GroupOklahoma City, OK
Help Desk Analyst
11.2019 - 06.2020
Job overview
- Inbound call center, internal IT service desk
- Active Directory Migration, reset passwords for Active Directory
- Ability to meet deadlines, as well as, work independently and well with others
- Ability to analyze software problems, critically think, multitask efficiently, and communicate effectively
- Detail-oriented in all tasks assigned
- Troubleshoot computer operating systems, as well as, reset voicemail passwords and pins in telephony systems such as CISCO
- Install computer peripherals and software
- Proficient in assisting end users with VPN connection setups and troubleshooting connectivity issues.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
Transaction Data SystemsOklahoma City, OK
Customer Advocate
12.2018 - 11.2019
Job overview
- Provide first-tier software support to pharmacy staff
- Managed approximately 30-40 incoming calls, and emails, per day from customers.
- Exercise strong verbal and written communication with customers
- Possess basic computer skills (MS Office Suite, Windows Operating Systems)
- Perform troubleshooting to investigate whether the pharmacy software, POS software, or peripheral equipment is responding to program instructions
- Help client pharmacies solve patient insurance-related problems.
- Listened to customers actively to assess issues and provide accurate information.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
NTT DATAOklahoma City, OK
Services Help Desk Analyst
08.2018 - 12.2018
Job overview
- Inbound call center, internal IT service desk
- Active Directory Migration, Reset Passwords for Active Directory
- Provide excellent customer service on every phone call
- Assist with any physical damages that may require repairs or replacements
- Troubleshoot software issues within users' devices
- Troubleshoot computer operating systems, as well as, reset voicemail passwords and pins in telephony systems such as CISCO
- Assist end users with VPN connection setups, and troubleshoot connectivity issues.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Supported end-users in software installations, hardware upgrades, and network troubleshooting to optimize system performance.
Randstad Contract - Seagate TechnologiesOklahoma City, OK
Engineering Technician I
07.2017 - 08.2018
Job overview
- Inbound call center, tech support for computer hard drives
- Answered 40-50 calls per day from customers.
- Provide excellent customer service on every phone call
- Troubleshoot any software issue that may arise with hard drive programs
- Process warranty replacements using Oracle e-Business.
- Consistently met high-quality standards for all completed work while adhering to established timelines, ensuring client satisfaction with final results.
ConduentOklahoma City, OK
Customer Care Representative
10.2016 - 07.2017
Job overview
- Answer inbound calls within guidelines/goals established by client and contact center management
- Handled 50-60 calls per day from customers.
- Consistently achieve call quality score goals to meet client and customer satisfaction goals
- Technical support for Apple Products (iOS and MacOS), also reassures customers quality of their devices
- Assist with any physical damages that may require repairs or replacements
- Troubleshoot software issues within customers' devices.
Education
Westmoore High SchoolOklahoma City, OK
High School Diploma
05.2013
Skills
- Analytical and Critical Thinking
- Excellent Communication
- Organizational Skills
- Multitasking
Work Preference
Work Type
Full TimeLocation Preference
HybridOn-SiteImportant To Me
Company CultureWork-life balanceCareer advancementPaid time offWork from home optionTimeline
Sr. Software Specialist
Aidium
04.2022 - 01.2024
Support Representative
Transaction Data Systems
09.2021 - 04.2022
Help Desk Analyst
Farmers Insurance Group
11.2019 - 06.2020
Customer Advocate
Transaction Data Systems
12.2018 - 11.2019
Services Help Desk Analyst
NTT DATA
08.2018 - 12.2018
Engineering Technician I
Randstad Contract - Seagate Technologies
07.2017 - 08.2018
Customer Care Representative
Conduent
10.2016 - 07.2017
Westmoore High School
High School Diploma
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
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morning
afternoon
evening
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