John L. Hill
Houston
Summary
IT professional prepared to deliver impactful desktop support solutions. Adept at diagnosing and resolving technical issues, ensuring optimal performance of computer systems. Reliable team player with focus on collaboration and adaptability, proficient in software installation and network management. Valued for strong communication and problem-solving skills.
Overview
32
32
years of professional experience
Work History
Desktop Support
Memorial Hermann Hospital
06.2024 - 11.2024
- Investigate and respond to support request via ServiceNow Ticketing System, email, phone and remote software
- Research new technologies and provide training to staff across all department to optimize productivity
- Install, configure and manage laptops, desktops, phones, printers, switches, and other devices for 200+ employees
- Configured and managed Windows 10/11 builds using Imaging\Reimaging
- Performed a variety of computer repair and maintenance activities, including onsite repairs, and replacement of parts
- Traveled to on site locations in a 30-mile range, maintaining extended communications with clients to ensure maximum client satisfaction
- Successfully maintained up to 5 open requests simultaneously, resolving issues within 2 hours of arriving on site
DMV Field Technician
Texas Department of Motor Vehicles
08.2023 - 02.2024
- DMV Field Technician responsibilities for Texas region and Tax Office’s throughout the state of Texas
- Responsibilities include coordinated installation of fiber for commercial users and relocations of existing users
- Installed and configured new devices and system components
- (Fortinet Routers and Switches)
- Ran IP address test to verify routers are compatible with AT&T Box (Ciena Box), cabling and documentation
- Actively listened to customers’ requests, confirming full understanding of addressing concerns
- Troubleshoot problems alone or with skilled team members, work together to analyze and repair issues
- Worked closely with project coordinator and point of contact on site to maintain optimum levels of communication to effectively and efficiently complete projects
- Finally, exceeded goals through effective task prioritization and great work ethic
- Test and verify components and software strategy operations Identifying and developing improvements to newly developed GUI support
Desktop Support
CHAMPIONX
07.2022 - 07.2023
- Desktop Support responsibilities for US region and onsite support for Sugar Land headquarters
- Responsibilities include providing IT Support for senior leadership, executives, hybrid conferences, and other IT issues escalated from service desk
- Also handled deployment, inventory, maintenance and enrollment of HP computers and related equipment for end-users
- This includes working with Microsoft Intunes on device enrollments and imaging for Windows 10 and 11
- Processed tickets with ChampionX’s ticketing systems KACE and now FreshService
- Closed over 150 plus tickets monthly on average
- Worked with RD&E labs on lab related issues
- Promptly responded to IT crises affecting the Sugar Land headquarters involving SecurePrint outages, and mass hardware failures
- Worked with the Plant on issues affecting operations
Technical Support
Houston Independent School District
05.2022 - 07.2022
- Provides support services to employees and students with information technology issues involving applications or data, and educational technologies
- Provides timely resolution of problems or escalation on behalf of customer to appropriate personnel, and provides case status updates to management and end-users
Contact Tracer
Los Angeles Unified School District
09.2021 - 02.2022
- The Contact Tracer used a web-based platform to call all contacts of anyone diagnosed with COVID-19, determine exposure, assess symptoms, and refer for testing according to established protocols, and provide them with instructions for isolation or quarantine
PC Technician
CSAT
06.2021 - 08.2021
- Monitor and analyze electrical systems
- Collaborate with architects and engineers to determine the best placement of electrical wiring
- Removing and Installing BGA’s and Micro components
- Test devices for improvement, safety, and quality control
- Repairing circuit boards, cutting components to fit the boards, testing finished boards to check functionality and following technical drawings carefully
- Update older electrical systems for changes, cost reductions, improvements, safety, and quality control
Analyst
Fort Bend ISD
03.2021 - 06.2021
- FBISD Service Desk exists to provide exceptional, real-time level 1 phone/remote troubleshooting and support to all District stakeholders
- Supported technology includes Educational and Business Applications and Software, Desktops, Laptops, Printers, Network connectivity, IT Peripherals, Reimaging and Mobile Devices
- Position Description Essential Duties and Responsibilities Service Delivery Provide level 1 application, software and technical support to clients
- Respond to client requests in a timely and professional manner
- Respond to telephone and email requests within defined timelines
- Open or update all requests via the ticket management system
- Categorize the request based on the information gathered from the client
- Utilize desktop remote control tools to assist in resolving issues
- Route and escalate support issues to appropriate application or technical support groups
- Advise management of any client satisfaction issues
- Effectively gather and record information provided by client
- Communicate issues to other district departments as needed
- Track, resolve or escalate calls as necessary to ensure satisfactory resolution of client issues
- Communicate with clients on open issues and follow up on closed issues to ensure client satisfaction
- Assist other IT departments as needed Supervisory Responsibilities
Census Field Supervisor
United States Census Bureau
04.2020 - 10.2020
- The Field Supervisor (FS) serves as the first level supervisor for a group of approximately 6 to 15 Field Representatives and is responsible for data collection in a geography that may include some hard to count areas
- The FS is responsible for ensuring the group's performance meets the standards and expectations set forth by the bureau and survey sponsors
- The FS has knowledge of surveys conducted in the area of supervision
- The FS understands parameters, procedures, question order and meaning, and typical response patterns of the surveys
- Survey knowledge allows the FS to explain the reasons for differences in survey procedures and how those differences affect the interviewing experience
- The FS is familiar with most problems encountered by subordinates while interviewing and can provide detailed guidance to subordinates on how to resolve issues
- When problems occur, the FS applies general guidance, previous training, past experiences, or utilizes survey resource materials to derive appropriate solution
- The FS seeks guidance from the supervisor on complex or unusual problems
- FS is responsible for monitoring Field Representatives time and expenses
Hardware/Software Test Engineer
Hewlett-Packard Enterprise
04.2018 - 04.2020
- Development of Test racks / Designing and setting up a test environment for computer testing (including clients
- Servers, switches, routers and dedicated test equipment, Test fixtures)
- Responsible for the hardware configuration of a computer
- Improving system quality by executing the Test Automation System to identify and Document issues, problems, anomalies, etc on server hardware
- Authored a technical HOWTO document on 'System Setup for Test Automation.'
- Installed and configured HPE servers to authenticate between Linux, EXSi, and VMware environments VSAN Testing
- Ability to review test plans and procedures from other engineers and provide guidance to update to increase coverage, provide automation and optimize
- Experience writing test cases and automation to validate systems including ASIC hardware (SoC or discrete), peripheral hardware, drivers, software tools, firmware, BIOS, operating systems, and applications
- Ability to report test data in meaningful formats including tables and graphs
- Demonstrated ability to perform hands on system test execution and ability to manage large test forms
- Providing On-Call or after hours support to provide expert recommendations for troubleshooting issues
Engineering Technician
Mesa Engineering
01.2018 - 03.2018
- Technician, responsible for product disposition, process improvement, yield learning, tool debugging, and process documentation
- Worked with Engineers and other Technicians to run experiments and develop processes as well as test PCB’s engineering
- Build and test roadway (Canon) surveillance and traffic cameras allow for the monitoring of traffic patterns, aid in controlling speed
Reliability Engineer
Hewlett-Packard Enterprise
07.2015 - 08.2017
- Responsible for test that involved testing the vulnerability and durability of HPI laptops
- Perform systems and component level root cause analyses with Fourier-transform infrared spectroscopy (FTIR), Nikon CTV160 Computer Tomography (CT) Scan X-Ray camera, Keyence digital microscope, Adept Robot using (Visual Basic programming), and other equipment
- Expose systems to mechanical, electrical, and environmental stresses, analyze performance & recommend improvement
- Designed a process improvement using visual basics for FvD (Force vs Displacement) tests on keyboard frames improving test time by 100%
R&D Test Engineer
Hewlett-Packard Enterprise
07.2015 - 08.2017
- Perform complex manual and automation testing on HPE Products
- Create test cases using: JavaScript, PERL, and Python, & test scenarios
- Manage Mass Storage technologies (RAID, HDD, SSD, and Flash) and protocols SCSI, SAS, SATA, and NVMe, Installation and testing of HPE Network Server boards
- Experience with system hardware, system software, and one or more operating systems (Windows Server (2003, 2008, 2012)), UNIX, Linux, ESXi, VMware and others), Managing and configuring Cisco Switches and routers independently and Reimaging
- Build virtual Linux server and Windows server using VMWare when needed for testing
- Design as well as administration support for hardware, network, storage, and software
- Worked on different Networking concepts and routing protocols like DNS and other LAN/WAN technologies
Mechanical Assembler
Honeywell
09.2014 - 07.2015
- Assemble, install, modify, test, and maintain electrical, electronic, mechanical equipment
- Ability to read and interpret blueprints, wiring diagrams, assembly prints, and schematics
- Assemble and attach functional and cosmetic hardware to assemblies using hand tools and power tools
- Troubleshoots systems, makes necessary repairs and any corrections to systems
- Perform another work-related task as required as assigned
- Comply with all Company and HSE procedures and policies
Quality Control Specialist
Smith & Associates
04.2014 - 08.2014
- Assisted in inspecting and verifying the quality of computer components and peripherals
- As well as testing components and peripherals by executing a series of diagnostic tests
- At the same time, maintain extensive knowledge of electronic components and their functionality
Help Desk Associate
Lone Star College
01.2013 - 03.2014
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
- Strong analytical and problem-solving skills
- Provide helpdesk support to end-users of proprietary software, as well as answer questions about product features and resolve use problems
- Document all issues and generate reports detailing common problems and error trends
- Escalate service questions to appropriate client representatives
Quality Auditor
Hewlett-Packard
01.1993 - 01.2010
- Perform quality control analysis on production systems and manufactured goods
- As well as perform quality tests in prescribed manner
- Judge the product for dimensions, performance, utility, speed specifications and report the inconsistencies if any to management and engineering
- Assist the production management teams in making modifications to the systems, and product design as per the audit report suggestions
Education
Bachelor of Science - Electrical Engineering
Prairie View A&M University
Prairie View, TX05-2025
Associate of Applied Science - E-Business Web Development
Lone Star College
Houston, Texas12.2013
Skills
- Windows 10
- Windows 11
- UNIX
- Linux
- VMware
- KACE Ticketing
- FRESHSERVICES Ticketing
- ServiceNow Ticketing System
- Computer Imaging
- Reimaging
- Network Systems Installation
- Microsoft Office 365
- Switches
- GUI Development
- Desktop support
- Remote desktop support
Timeline
Desktop Support
Memorial Hermann Hospital
06.2024 - 11.2024
DMV Field Technician
Texas Department of Motor Vehicles
08.2023 - 02.2024
Desktop Support
CHAMPIONX
07.2022 - 07.2023
Technical Support
Houston Independent School District
05.2022 - 07.2022
Contact Tracer
Los Angeles Unified School District
09.2021 - 02.2022
PC Technician
CSAT
06.2021 - 08.2021
Analyst
Fort Bend ISD
03.2021 - 06.2021
Census Field Supervisor
United States Census Bureau
04.2020 - 10.2020
Hardware/Software Test Engineer
Hewlett-Packard Enterprise
04.2018 - 04.2020
Engineering Technician
Mesa Engineering
01.2018 - 03.2018
Reliability Engineer
Hewlett-Packard Enterprise
07.2015 - 08.2017
R&D Test Engineer
Hewlett-Packard Enterprise
07.2015 - 08.2017
Mechanical Assembler
Honeywell
09.2014 - 07.2015
Quality Control Specialist
Smith & Associates
04.2014 - 08.2014
Help Desk Associate
Lone Star College
01.2013 - 03.2014
Quality Auditor
Hewlett-Packard
01.1993 - 01.2010
Associate of Applied Science - E-Business Web Development
Lone Star College
Bachelor of Science - Electrical Engineering
Prairie View A&M University
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