JEFFREY HAMSTEAD

Provide technical expertise to highly complex issues and initiatives related to support and maintenance of Corporate Distributed Computing Platforms (OS and Hardware) both Virtual and Physical including the following core focus areas: Cloud Services(VMWare), Hyper-Converged Infrastructure, Windows Servers, UNIX based Servers (AIX, Solaris, HP-UX), Linux based Servers (RHEL), and SAN/NAS storage arrays (Dell EMC, Hitachi, Oracle, NetApp), supporting over 50,000 servers across multiple environments and regions

• Document, monitor, and resolve server and software-related incidents via ServiceNow while maintaining close collaboration with vendors and third parties to resolve issues within contractual SLAs, achieving an average of over 3,000 incident resolutions annually
• Install and configure hardware and software updates; troubleshoot and resolve server, software, networking, and storage issues while performing system monitoring and logging to ensure system health and compliance with organizational standards
• Collaborate with engineers and system account managers in support of hyper-converged products, physical infrastructure, and virtualized infrastructure to coordinate repairs and maintain operational stability
• Develop and maintain team knowledge articles, identify areas of process improvement, and assist senior leadership with onboarding and mentoring new team members

• Diagnosed and resolved technical issues related to solar power systems, including inverter malfunctions, panel performance, and connectivity problems, managing over 30 incoming calls per day to ensure minimal downtime and optimal system performance
• Utilized SalesForce to track, document, and manage customer interactions and support requests, maintaining accurate records and ensuring timely follow-ups
• Effectively resolved customer issues and complaints through gathering feedback, attentive listening, and developing positive solutions to meet expectations and maintain customer satisfaction
• Conducted routine system health checks and provided recommendations for maintenance and upgrades to enhance system longevity and performance.

• Evaluated customer needs and feedback to drive product and service improvements while providing exceptional customer service and support to foster a positive customer experience
• Provided excellent mentorship and training to a department of 30+ employees to ensure company goals and personal goals were achieved
• Partnered with a team of six to meet daily, monthly, and quarterly goals resulting in receiving quarterly and monthly top-performing team awards consistently
• Promoted positive enthusiasm and product knowledge to encourage product sales and positive customer feedback, enabling the company to consistently meet monthly revenue quotas while maintaining an industry leading reputation