Summary
Overview
Work History
Education
Skills
Certification
Timeline
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James Hogge

Level II Support Engineer
Castana,IA

Summary

Dynamic IT professional with a proven track record at Capstone IT Services, excelling in troubleshooting, system performance monitoring, and delivering best-in-class technical support. Skilled in IT procedure development and fostering user training, I've driven significant system optimizations and enhanced client satisfaction. Expert in translating complex technical challenges into actionable solutions, demonstrating both hard and soft skills.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Level II Support Engineer

CApstone IT Services
Palm Beach Gardens, FL
11.2024 - Current
  • Participated in after-hours on-call rotation to provide 24/7 support for critical issues.
  • Optimized system configurations for maximum performance and reliability.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Created knowledge base documents for frequently asked questions.
  • Monitored system performance to ensure optimal functioning of services.
  • Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
  • Assisted in the deployment of new software applications and hardware systems.
  • Monitored system performance and recommended upgrades to improve efficiency and reliability.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Resolved customer inquiries in a timely manner by utilizing problem-solving skills.
  • Provided technical guidance when needed to other departments or personnel.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Facilitated communication between technical and non-technical stakeholders to ensure clear understanding of issues.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Configured and maintained network devices, including routers, switches, and firewalls.

Systems Administrator

Palm Beach County Schools
08.2010 - 11.2024
  • Suncoast Community High School supporting 1300 PCs/Macs in an Active Directory Domain
  • Rapid and efficient response to technology issues including user support, break/fix of desktops, laptops, copiers and printers
  • Maintained inventory of school assets
  • Managed technology needs and expectations and trained users on new equipment and policies
  • Proficiency with iVanti/LANDesk and Altiris deployment platforms
  • JAMF MDM and Changegear ticketing systems

Computer Design and Service
01.2009 - 08.2010
  • Diagnose and repair PC/Mac computers
  • Support Macintosh Users
  • Virus identification and removal at registry level

Store Manager/Technician

Data Doctors, Doctors of Ft. Worth, Hammersmith Ltd
07.2008 - 01.2009
  • Maintain Quality Control over customer service/and PC repair work
  • Manage store inventory and operational procedures
  • Increase revenue through employee training and active marketing
  • Repair, maintain and optimize client PC's and wireless/physical networks
  • Provide excellent customer service

Tech Manager/Merchandise Manager/Assistant Sales Manager

CompUSA
01.1997 - 07.2008
  • Responsible for overall profitability of the tech shop, the timely execution of product repairs and maintaining good customer-tech relations
  • Driving sales and services
  • Required to report directly to the Sales Manager and General Manager on the matters of performance and personnel issues
  • Sold computer hardware and accessories according to the CompUSA sales method, and to lead by example showing those I was responsible for how to operate in this environment with success and professionalism
  • Oversaw the sales team, training team members on customer service, selling CompUSA merchandise, services and support packages

Project Manager

Insight Technical Services
01.2009
  • Employee Branch Conversion Team Lead WaMU/Chase Bank
  • Supervised technical team during conversion
  • Maintained Quality Control of all desktop and peripheral configurations
  • Managed inventory and operational procedures
  • Asset preparation and disposal
  • Reported daily activities and conversion status to Chase support
  • Maintained project progress ahead of schedule

Level II Support Engineer

Capstone IT services
  • Provide best in class support to business clients

Education

Studied Computer Enginerring and Technology - Computer Engineering/Applied Computer Science, Computer Engineering

Keiser College
Ft. Lauderdale, FL

Skills

  • IT procedure development
  • Troubleshooting and diagnosis
  • System performance monitoring
  • Technical support
  • Systems deployment
  • User training
  • Remote support
  • Network troubleshooting

Certification

  • CompTIA A+
  • Network+
  • Microsoft Certified Professional (70-270)

Timeline

Level II Support Engineer

CApstone IT Services
11.2024 - Current

Systems Administrator

Palm Beach County Schools
08.2010 - 11.2024

Computer Design and Service
01.2009 - 08.2010

Project Manager

Insight Technical Services
01.2009

Store Manager/Technician

Data Doctors, Doctors of Ft. Worth, Hammersmith Ltd
07.2008 - 01.2009

Tech Manager/Merchandise Manager/Assistant Sales Manager

CompUSA
01.1997 - 07.2008

Level II Support Engineer

Capstone IT services

Studied Computer Enginerring and Technology - Computer Engineering/Applied Computer Science, Computer Engineering

Keiser College
James HoggeLevel II Support Engineer