Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Hi, I’m
Randall Hamilton
Durant,OK
Summary
Overview
10
years of professional experience
1
Certificate
Work History
Choctaw Nation of OklahomaDurant, OK
IT Support Specialist 2
08.2024 - Current
Job overview
- Leverage elevated access as IT Support Specialist II to efficiently execute tasks associated with the IT Support Specialist I role.
- Investigate and communicate, or resolve complex application issues, including compatibility and driver conflicts within enterprise environments.
- Utilize ISE profile management to investigate and resolve network issues via the implementation of appropriate ISE profiles required per site.
- Conduct print management, such as the addition and configuration of new and existing printers.
- Managed and provided VMware access for persistent clones when deemed necessary.
- Execute large-scale initiatives as directed by IT Project Management and Tier 3 leadership, while independently planning and managing smaller-scale projects to advance the technological capabilities and operational efficiency of the Choctaw Nation.
Choctaw Nation of OklahomaDurant, OK
IT Support Specialist I
04.2023 - 08.2024
Job overview
- Assisted colleagues with complex IT problems or inquiries.
- Documented and updated IT processes to support organizational growth, collaborating with cross-functional teams to ensure accuracy and effectiveness.
- Tracked and prioritized IT tickets and requests based on severity, and potential business disruptions involved.
- Responded promptly to service requests from staff members.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Deployed new versions of operating systems across multiple platforms. (MacOS and Windows.)
- Trained new IT Support Specialists on troubleshooting techniques and company support protocols.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Assisted in the development and updating of technical documentation and support guides.
- Assisted customers in understanding products, components, and systems using technical demonstrations.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Worked with internal teams to deliver accurate information to customers and service accounts.
Choctaw Nation of OklahomaDurant, OK
Help Desk Specialist 2
03.2022 - 04.2023
Job overview
- Responded to telephone calls, emails, and other Help Desk intake channels, and supported customers' technical needs in a courteous manner.
- Identified, researched, resolved, and escalated technical problems.
- Documented, tracked, and monitored issues to ensure resolution while maintaining trouble ticket entries in Cherwell.
- Applied IT principles, methods, and practices in the customer service and support area to identify and resolve issues and requests.
- Performed remote troubleshooting steps for common hardware and software systems, including laptops and desktops, basic network troubleshooting, a basic understanding of the client/server environment, local and networked printers, monitors, mobile device support, and office phones.
FirstBankAtoka, OK-Oklahoma
IT Technician
08.2015 - 03.2022
Job overview
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
Education
Southeastern Oklahoma State UniversityDurant, OK
Bachelor of Computer Information Systems from Computer Information Systems
08.2021
University Overview
Kiamichi Technology Center - AtokaAtoka, OK
from Information Technology
2016
University Overview
Skills
- Microsoft Windows and Office
- Active Directory
- Microsoft Azure
- Troubleshooting and diagnostics
- Software configuration
- Technical support
- Print management
- IT project management
- User support
- Application support
- Adaptability and flexibility
- Analytical thinking
- Teamwork and collaboration
- Strong work ethic, and dependable
Quote
Judge a man by his questions rather than his answers.
Timeline
IT Support Specialist 2
Choctaw Nation of Oklahoma
08.2024 - Current
IT Support Specialist I
Choctaw Nation of Oklahoma
04.2023 - 08.2024
Help Desk Specialist 2
Choctaw Nation of Oklahoma
03.2022 - 04.2023
IT Technician
FirstBank
08.2015 - 03.2022
Southeastern Oklahoma State University
Bachelor of Computer Information Systems from Computer Information Systems
Kiamichi Technology Center - Atoka
from Information Technology
Accomplishments
Accomplishments
- Instrumental in the installation of a new phone system that is saving my previous place of employment up to $1.5 million over a 5-year period.
- Introduced FirstBank to cloning software that reduced OS deployment time drastically.
- Introduced in-house pc assembly and repair to First Bank, resulting in much more capable desktops at a 31% cost reduction and delayed end of life on existing desktops to a reasonable extent.
- Instrumental in the successful merger between FirstBank (5 Locations) and 1st Bank & Trust (4 Locations).
- Received recognition frequently via email and Achievers in my time on Choctaw Nations Help Desk and Service Desk.
- Completed multiple projects in my current Service Desk role such as the mass setup and deployment of equipment to the EPIC team located at Durant HQ.
- Instrumental in EPIC EUD(End-User Deployment) and TDR(Technical Dress Rehearsal) for the Durant Clinic.
- Supported CNO Remote sites in Durant for a majority of my time on Choctaw Nation's Service Desk, exposing me to several unique applications such as ArcGIS and Total Recall, and received several positive reviews in doing so.
References
References
Daniel Rivera
IT Support Manager
Choctaw Nation of Oklahoma
1802 Chukka Hina
Durant, OK 74701
drivera@choctawnation.com
+15806424378
Sidney Simpkins
IT Support Specialist 3
Choctaw Nation of Oklahoma
1802 Chukka Hina
Durant, OK 74701
ssimpkins@choctawnation.com
+15807403474
Douglas Swanick
IT Support Supervisor
Choctaw Nation of Oklahoma
1802 Chukka Hina
Durant, OK 74701
dswanick@choctawnation.com
+15807409515
Jacob Ryan
Previous Co-Worker
FirstBank
701 S Mississippi Ave A
Atoka, OK 74525
jacobryan@firstbank-ok.com
+15808890299
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