PIERRE HILL
Glenwood,United States
Summary
Tech-savvy Systems Administrator offering 17 years of experience in guiding navigation of modern technology. Subject matter expert in day-to-day operations, including planning, organizing and complying with standards and policies. Knowledgeable and dedicated to providing excellent customer service with outgoing, positive demeanor and extensive skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success with proven history of resolving complicated technical issues.
Overview
13
13
years of professional experience
Work History
IT Systems Administrator
Kite Realty Group
Oak Brook, IL
09.2019 - Current
- Use critical thinking to break down problems, evaluate solutions and make decisions efficiently
- Resolve issues related to operational components for LAN, WAN and voice systems
- Manage repairs, configuration, and reliability test for more than 500 end user devices
- Document technology-related inquiries and fixes to compile knowledge-base resources
- Enhanced help desk ticketing system, resulting in 19% reduction in support call turnaround time
Systems Service Technician
IBM Corporation
Schaumburg, IL
10.2016 - 08.2019
- Performed high quality execution of all IT support services and minimized rework by 13% during term of contract
- Responded to support requests from users within one hour and patiently performed effective remote troubleshooting tasks
- Researched and identified issues with products and advised staff and clients on plans of action
- Utilized diagnostic tools to identify hardware failures and replace non-functional components
- Repaired and replaced Apple iPhones for hospital personnel and law enforcement officers using Apple Global Service Exchange
Senior Support Specialist
Comcast
Tinley Park, IL
12.2009 - 06.2017
- Coordinated IT staffing, including hiring, supervision, scheduling, professional development and discipline
- Supported 9 Customer Experience Managers and 385 call center agents with resolution of technical problems to deliver top-notch customer service
- Performed routine tests of functionality, security and performance of network, workstations and devices
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Selected by Senior Executives and Vice President of Comcast to interview with United States Senate staff on behalf of company regarding customer privacy, company policy and training process
Education
IT Support Test Preparation Program - Information Technology
Computer Training Source
Chicago, IL05.2021
Skills
- Problem-Solving
- Training and Development
- Operational Improvement
- Project Management
- Switches and Routers
- Firewalls, VPNs and security products
- TCP/IP protocol
- Microsoft Endpoint Manager
- Azure Active Directory
- VMware
- Apple Global Service Exchange
- Data Synchronization
Volunteer Experience
Board Of Directors, 04/2013 to 10/2021
South Suburban Community Development Corporation – Chicago, IL
- Collaborated with board members to determine organization's objectives, programs, and services
- Established and implemented fundraising including budgeting, staffing, permits, etc
- Successfully developed creative strategies to produce job opportunities for graduates of training programs
Timeline
IT Systems Administrator
Kite Realty Group
09.2019 - Current
Systems Service Technician
IBM Corporation
10.2016 - 08.2019
Senior Support Specialist
Comcast
12.2009 - 06.2017
IT Support Test Preparation Program - Information Technology
Computer Training Source
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