Jalen Hampton

Managed comprehensive IT operations for 15 diverse companies, overseeing the technology infrastructure for 1000+ users, including 100+ servers, within a dynamic MSP environment. Contributions led to a noteworthy 25% enhancement in company SLAs, resulting in an increased clientele base and significant revenue growth. Additionally assisted in implementing multi-factor authentication measures, ensuring 100% data protection and a complete prevention of security breaches. Along with other efforts I assisted in being recognized with a remarkable 98% user satisfaction rating for IT support services.

• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Oversaw file system and storage upgrades while safeguarding data files and regulated access to protect secure information.
• Installed and configured network printers and other peripheral devices.
• Supported system users, educating employees on troubleshooting and problem-solving protocols with knowledgeable support and quality service almost exclusively via remote access.
• Used metrics to monitor application and infrastructure performance.
• Worked with and communicated with Stakeholders, Directors and Vendors to aid in technical projects, issues or determine implementations of technologies
• Analyzed complex project server issues and worked on large enterprise and business-critical applications.

Delivered exceptional end-user support both remotely and in-person, consistently meeting 100% SLA compliance and maintaining an impressive 99.94% uptime record. As a key contributor to a dynamic team of 7 IT professionals, I spearheaded initiatives that led to a remarkable 95% increase in SLA efficiency and ticket closures. Furthermore, my adept problem-solving skills enabled me to swiftly and efficiently resolve critical system issues within minutes, underlining my commitment to minimizing service interruptions and ensuring uninterrupted productivity.

• Proficiently utilized ticketing systems to manage and process support actions and requests.
• Offered Tier 2 IT support to non-technical internal users through desk-side support services, ensuring swift issue resolution.
• Employed proactive troubleshooting techniques to identify and resolve hardware and network system issues effectively.
• Provided comprehensive onsite and remote technical support for user base of 150+, ensuring seamless operations.
• Demonstrated expertise in documenting and writing technical articles, facilitating end-users and team members' insight into processes and solutions.
• Successfully resolved diverse range of technical issues spanning multiple systems and applications for customers and end-users across various time zones.
• Configured hardware and granted system permissions to new employees