James Hamilton
Greencastle,IN
Summary
At Beacon Hill, I excelled as a Software Support Specialist, leveraging my expertise in technical troubleshooting and customer support to reduce call resolution times significantly. My ability to diagnose and resolve complex network and software issues, combined with my knack for fostering teamwork and collaboration, resulted in enhanced departmental efficiency and strengthened client relationships with our sister company's Techs and Employees in a friendly and patient manner. I have closed over 7,000 Servicenow tickets with no errors and I strove to keep the downtime to the business during service calls and site upgrades for Circle K stores in the US and Canada to the absolute bare minimum.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Software Support Specialist
Beacon Hill
2022.03 - Current
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Developed strong relationships with on-site Techs, fostering trust in our ability to resolve their technical challenges quickly.
- Diagnosed network issues and collaborated with on-site Techs to correct network connectivity issues
- Used ticketing systems to manage and process support actions and requests.
- Promoted efficiency among departments with prompt resolution of system issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained an average of 10-15 tech calls every shift
- Closed over 7,000 ServiceNow tickets with no errors
- Trained every new addition to our team and was selected by our lead personally for the responsibility
Education
Associate of Applied Science - Information Technology
MyComputerCareer.com
Raleigh, NC08.2026
Skills
- Remote Support
- Customer Support
- Ticket management
- Software Installation
- Attention to Detail
- Excellent Communication
- Remote Technical Support
- Troubleshooting Network Issues
- Technical Troubleshooting
- Hardware and Software Configuration
- Network Configuration
- Teamwork and Collaboration
Certification
- CompTIA A+
- CompTIA ITF+
- MTA Security Fundamentals
Timeline
Software Support Specialist
Beacon Hill
2022.03 - Current
Associate of Applied Science - Information Technology
MyComputerCareer.com
- CompTIA A+
- CompTIA ITF+
- MTA Security Fundamentals
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