Work Preference
Summary
Overview
Work History
Education
Skills
Section name
Timeline
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Open To Work

KEVIN HAMLETT JR.

Customer/Tech Support
Coral Springs,FL

Work Preference

Job Search Status

Open to work
Desired start date: 2 weeks notice

Desired Job Title

Customer Support AdvisorE-Commerce Specialist / Customer SupportCustomer Support / Sales

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

Remote

Salary Range

$45000/yr - $200000/yr

Summary

Customer support professional with 10 years of experience resolving issues at 90%+ first-call resolution (FCR) and CSAT above 90%. Known for empathetic communication, problem-solving, and balancing technical troubleshooting with customer success strategies. Seeking to bring proven expertise to a customer-centric team in a fast-paced environment. Customer service professional with extensive experience resolving customer issues and enhancing satisfaction. Known for strong team collaboration and ability to adapt to changing needs. Recognized for excellent communication and problem-solving skills.

Overview

11
11
years of professional experience

Work History

Customer Support Advisor

MASTEC
08.2022 - Current
  • Provide front-line support to over 22,000 employees, resolving an average of 40+ tickets per day with a 90% first-call resolution rate.
  • Delivered responsive service during off-hours by managing on-call escalations and urgent requests, ensuring minimal business disruption.
  • Increased customer satisfaction by reducing resolution times by 20% through process improvements and efficient troubleshooting.
  • Trained and onboarded 100+ new hires on new systems and tools, cutting onboarding time by 25%.
  • Documented tickets in ServiceNow to maintain SLA compliance and accurate resolution tracking.
  • MASTEC (Remote)

E-Commerce Specialist / Customer Support

INFOMART 2000
05.2017 - 10.2021
  • Supported 200+ small businesses in building and managing e-commerce websites, boosting client conversion rates by 15%.
  • Earned promotion to Lead Customer Support within four months for delivering exceptional customer support under pressure.
  • Improved client retention by 20% through strong relationship management and personalized service.
  • Simplified complex technical issues for customers, increasing CSAT scores to above 90%.
  • Provided hands-on training and leveraged CRM tools to empower clients to self-manage their websites.

Customer Support / Sales

OWNERS ADVANTAGE, LLC
02.2015 - 05.2017
  • Delivered personalized customer support by troubleshooting system and application issues while guiding clients on product use.
  • Increased CSAT scores from 82% to 91% by introducing tutorials and customer training guides.
  • Created knowledge base articles to reduce repetitive inquiries and improve customer self-service capabilities.
  • Mentored and trained new team members, improving onboarding efficiency and service consistency.

Education

Associate of Science - Computer Networking

Palm Beach State College
Lake Worth, FL
08-2025

Skills

  • Microsoft Publisher
  • Adobe Photoshop
  • Active Directory (Azure)
  • HTML
  • CRM
  • Microsoft Office Suite
  • PowerShell
  • CRM Systems (Salesforce Service Cloud, ServiceNow)
  • SharePoint
  • WAN
  • AWS
  • Firewall
  • Linux
  • Microsoft Teams
  • Okta
  • DNS
  • VPN
  • CSS

Section name

  • Technical Support
  • Client Satisfaction
  • Incident Documentation
  • Conflict Resolution & Active Listening
  • Training & Onboarding Support
  • Key Relationship Building
  • Requirement Gathering
  • Customer Service & Satisfaction (CSAT)
  • Problem Resolution
  • Multi-Channel Support (Phone, Chat, Email)

Timeline

Customer Support Advisor

MASTEC
08.2022 - Current

E-Commerce Specialist / Customer Support

INFOMART 2000
05.2017 - 10.2021

Customer Support / Sales

OWNERS ADVANTAGE, LLC
02.2015 - 05.2017

Associate of Science - Computer Networking

Palm Beach State College

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