Randall Hamilton
Durant,OK
Summary
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.
Overview
10
10
years of professional experience
Work History
IT Support Specialist 2
Choctaw Nation of Oklahoma
Durant, OK
08.2024 - Current
- Utilize the access provided to me as an IT Support Specialist 2 to more effectively carry out the duties listed under the IT Support Specialist 1 role.
- 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.
- Implement projects planned and overseen by IT Project Management and our Tier 3 to further improve the Choctaw Nation's technological standing and efficiency.
IT Support Specialist I
Choctaw Nation of Oklahoma
Durant, OK
04.2023 - 08.2024
- Assisted colleagues with complex IT problems or inquiries.
- 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 demonstration.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Worked with internal teams to deliver accurate information to customers and service accounts.
Help Desk Specialist 2
Choctaw Nation of Oklahoma
Durant, OK
03.2022 - 04.2023
- 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.
IT Technician
FirstBank
Atoka, OK-Oklahoma
08.2015 - 03.2022
- 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
Bachelor of Computer Information Systems - Computer Information Systems
Southeastern Oklahoma State University
Durant, OK08.2021
Information Technology
Kiamichi Technology Center - Atoka
Atoka, OK2016
Skills
- Microsoft Windows and Office
- Active Directory
- Microsoft Azure
- Troubleshooting and diagnostics
- Software configuration
- Technical Support
- Adaptability and flexibility
- Analytical thinking
- Teamwork and collaboration
- Strong work ethic and dependable
- EPIC (Epic Systems Corporation)
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 and have received several positive reviews in doing so.
References
Daniel Rivera
IT Support Manager
Choctaw Nation of Oklahoma
1802 Chukka Hina
Durant, OK 74701
ssimpkins@choctawnation.com
Sidney Simpkins
IT Support Specialist 3
Choctaw Nation of Oklahoma
1802 Chukka Hina
Durant, OK 74701
ssimpkins@choctawnation.com
Jacob Ryan
Previous Co-Worker
FirstBank
701 S Mississippi Ave A
Atoka, OK 74525
jacobryan@firstbank-ok.com
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsWork from home optionPaid time offPaid sick leaveQuote
Judge a man by his questions rather than his answers.
Voltaire
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
Bachelor of Computer Information Systems - Computer Information Systems
Southeastern Oklahoma State University
Information Technology
Kiamichi Technology Center - Atoka
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