James Hill
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
48
48
years of professional experience
1
1
Certification
Work History
Sr. Field Support Specialist
Oracle / Sun Microsystems / StorageTek
Ashburn, VA
09.2005 - 07.2023
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Maintained servers and systems to keep networks fully operational. Performed firmware upgrades for servers, switches, peripheral devices and NAS/SAN systems.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
Department Supervisor - Electrical and Lighting
Home Depot
Frederick, MD
12.2003 - 09.2005
- Trained new employees on overall company and department-specific policies and procedures.
- Maintained stock of items, cleanliness, organization and provided excellent customer service.
- Managed team of 7 employees, delegated tasks and held each employee accountable for completing assignments.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Product Support Engineer-Service Planning Manager
Burroughs / Unisys
Tyson's Corner, VA - Mission Viejo, CA
12.1975 - 11.2003
- Maintained quality and accuracy from project implementation to delivery.
- Resolved system and customer issues by troubleshooting and providing effective solutions.
- Managed customer relationships by delivering prompt responses to questions.
- Maintained product development schedules and prioritized projects by coordinating with development team.
- Monitored calls and communication of Field Service team to provide constructive feedback and guidance, resulting in improved support experiences.
- Produced engineering change orders, component requests and test procedures to support product redesign activity.
- Drafted clear technical documentation, detailing product design specifications.
- Communicated with vendors and key suppliers to select project materials and meet customer needs.
Education
Associate of Applied Science - Avionics Maintenance Technology
Community College of The Air Force
Montgomery, ALAssociate of Arts - Communications
Saddleback College
Mission Viejo, CAUndergraduate Studies - Computer Engineering Technology
University of California, Berkeley Extension
Berkeley, CASkills
- Customer Needs Assessment
- Delivery Management
- System Maintenance
- Service Schedule Coordination
- Component Replacement
- Hardware Configuration
- Technical Documentation
- Device Installation
- User Training
- LAN/WAN
- Help Desk Support
- Technical Troubleshooting
- Application Support
- Customer Service
- Desktop Support
- Computer Diagnostics
- Hardware Diagnostics
- Troubleshooting Network Issues
- Computer System Diagnostics Software
- Remote Technical Support
- Customer Service Expert
- A Certification
- Hardware Upgrades
- System Performance Assessments
- Defect Analysis and Resolution
- Customer Communication and Empathy
- Technical Issues Analysis
Certification
- Exadata Engineered Systems Specialist, Oracle - 2008-2023
- Sun Microsystems Certified Server Hardware Specialist, Oracle - 2008-2023
- StorageTek Robotic Tape Storage Accreditation, StorageTek, 2005
- Infiniband / RoCE Switch Network Specialist. Oracle - 2009
- Virtual Storage Manager Systems Specialist, Oracle - 2009-2023
- Oracle Public Cloud Hardware Specialist, Oracle - 2009-2023
- Oracle Cloud Engineered Systems Specialist, Oracle - 2013-2023
Timeline
Sr. Field Support Specialist
Oracle / Sun Microsystems / StorageTek
09.2005 - 07.2023
Department Supervisor - Electrical and Lighting
Home Depot
12.2003 - 09.2005
Product Support Engineer-Service Planning Manager
Burroughs / Unisys
12.1975 - 11.2003
Associate of Applied Science - Avionics Maintenance Technology
Community College of The Air Force
Associate of Arts - Communications
Saddleback College
Undergraduate Studies - Computer Engineering Technology
University of California, Berkeley Extension