Stan Hamilton Jr.
Detroit,MI
Summary
Results-driven Automotive Diagnostic Technical Support Specialist with Ford Motor Company, skilled in IT troubleshooting and diagnostics. Achieved 95% customer satisfaction by resolving complex issues in embedded automotive systems. Expert in cross-team collaboration and problem-solving, leveraging remote diagnostic tools to enhance service efficiency and training for dealer technicians.
Overview
11
11
years of professional experience
Work History
Automotive Diagnostic Technical Support Specialist (Level 3)
Ford Motor Company
Detroit, MI
10.2024 - Current
- Provide advanced technical support for dealer technicians troubleshooting in-vehicle infotainment systems, powertrain controls, and embedded automotive software.
- Resolve complex issues related to vehicle support systems such as APIM, PCM, ADAS, and automotive sensors.
- Utilize remote diagnostic tools to analyze vehicle system faults and deliver accurate solutions.
- Document troubleshooting steps and maintain detailed records for future reference while ensuring compliance with company policies.
- Collaborate with dealer technicians via phone and email to provide training on best practices for software updates and module integration.
Tier 2 Technical Support EV Concierge/OnStar
General Motors (GM)
Warren, MI
01.2024 - 09.2024
- Leveraged IT troubleshooting expertise to resolve Tier 2 technical inquiries for EV owners, focusing on vehicle connectivity, OnStar services, and GM-branded mobile applications (e.g., RemoteLink).
- Acted as SME for in-vehicle Wi-Fi troubleshooting, app integration issues, and billing discrepancies, achieving 95% customer satisfaction.
- Collaborated with GM product owners to address software-related issues and reduce case resolution time by 20%.
Level 2 Technical Support Analyst
Cognizant
Southfield, MI
10.2022 - 02.2023
- Diagnosed and resolved network connectivity issues (VPN/LAN) for 14,000+ end-users using tools like Cradlepoint (NetCloud) and Manage Engine.
- Streamlined PC/printer deployments post-Sprint acquisition across T-Mobile retail locations.
IT Helpdesk Support Analyst
Wireless Vision
Bloomfield Hills, MI
09.2020 - 05.2022
- Provided Tier 1–2 support for hardware/software issues, including Active Directory management and password resets.
- Led a project to update 200+ PCs/printers across multiple retail locations while minimizing downtime through efficient coordination.
Technical Support Representative
Audatex North America
Ann Arbor, MI
01.2018 - 04.2019
- Supported insurance agents and auto body shops with software troubleshooting to ensure efficient claims processing.
- Configured IT setups for small businesses and escalated complex issues to engineering teams when required.
Tier 1 Technical Support Representative
Logicalis
West Bloomfield Township, MI
10.2015 - 03.2017
- Managed a daily queue of incidents for over 10,000 users by resolving software/hardware issues efficiently.
- Enhanced system reliability through detailed analysis of network connectivity problems and Windows OS errors.
Level 1 Technical Support Analyst
Stefanini IT Solutions
Southfield, MI
06.2014 - 10.2015
- Delivered front-line support for mobile device issues with a first-call resolution rate of over 90%.
- Maintained customer relationships through courteous communication and prompt issue resolution.
Education
Bachelor’s Degree - Management Information Systems
Winston-Salem State University
Winston-Salem, NC12.2002
Skills
- IT troubleshooting and diagnostics
- Embedded automotive systems
- Network administration
- Active Directory management
- OnStar systems expertise
- RemoteLink applications
- Cradlepoint NetCloud
- Wireless network tools
- Problem solving
- Cross-team collaboration
- Customer communication
Technical Expertise
IT Troubleshooting & Support, Embedded Systems Diagnostics, Automotive Software Support, Network Administration, Customer-Centric Solutions, Active Directory, VPN/LAN, Windows OS, Microsoft Office, APIM (Accessory Protocol Interface Module), PCM (Powertrain Control Module), ADAS (Advanced Driver-Assistance Systems), GM OnStar, RemoteLink/myBrand Apps, Cradlepoint (NetCloud), Mist, Manage Engine, Case Management, SLA Compliance, Escalation Protocols
Professional Title
Technical Support Specialist | IT Troubleshooting & Automotive Systems
Timeline
Automotive Diagnostic Technical Support Specialist (Level 3)
Ford Motor Company
10.2024 - Current
Tier 2 Technical Support EV Concierge/OnStar
General Motors (GM)
01.2024 - 09.2024
Level 2 Technical Support Analyst
Cognizant
10.2022 - 02.2023
IT Helpdesk Support Analyst
Wireless Vision
09.2020 - 05.2022
Technical Support Representative
Audatex North America
01.2018 - 04.2019
Tier 1 Technical Support Representative
Logicalis
10.2015 - 03.2017
Level 1 Technical Support Analyst
Stefanini IT Solutions
06.2014 - 10.2015
Bachelor’s Degree - Management Information Systems
Winston-Salem State University
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