T. HAMILTON-ELLIS
Scottsdale,AZ
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Extensive technical and customer service experience to contribute to a company and enhance and improve overall customer satisfaction resulting in knowledgeable, satisfied customers. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
14
14
years of professional experience
Work History
Systems Administrator
Mariani Premier Group
10.2022 - Current
- Assistance in providing computer/network support relating to software and hardware problems reported by associates within Berghoff Design Group ; as well as remotely assisting 10 additional organizations.
- Provided support for close to 2,000 employees
- Proficiency with Spyware/Malware/Anti-virus removal, MS Office, and web browsers.
- Configuring new users in Active Directory, MS Exchange, and various Business Systems.
- Install new software applications or hardware on user endpoints, servers and coordinating assistance from third parties when necessary.
- Monitor software usage for licensing and compliance.
- Maintain an adequate level of knowledge of operating system and application software being used to provide high levels of support to associates.
- Assist in installation of workstations and printers on the network.
- Assist in gathering bid prices on equipment and supplies as needed.
- Ensure that all patches are applied to all servers.
Monitoring load balance on servers and make recommendations accordingly. - Planned and implemented upgrades to system hardware and software.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Spearheaded inventory control measures to replenish and maintain IT equipment.
- Installed and configured network printers and other peripheral devices.
- Conducted routine and emergency maintenance of assigned data center equipment.
- Performed computer systems and server hardware upgrades and maintenance.
- Ensured systems security.
Electronics Repair Technician
UBreakiFix
04.2021 - 08.2022
- Performed on site and remote analysis, diagnosis and resolution of hardware, software and connection problems for variety of mobile devices and systems; recommended and implemented remedial solutions
- Provide technical expertise by completing routine functionality and quality testing on all products
- Document all repair work and client communication for each unit assessed
- Provide customer support as well as reviewed customers plan details
- Processed payments and made transactions via customer accounts as well as reviewed plan details
- Tracked diagnostic results and collaborated with managers to resolve issues.
- Evaluated systems to identify and locate system malfunctions using visual, manual and computer-assisted diagnostic approaches.
- Created detailed estimates and accurate work order documentation, factoring in labor costs and materials needed to successfully complete high-quality work.
Senior Technical Support Specialist
Consumer Cellular
04.2020 - 04.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Fielded average of 150 inbound phone calls to deliver support and remotely resolve service issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Answered questions about company offerings with knowledgeable responses about products and services.
IT Field Support Technician
Go2ITGroup
06.2018 - 03.2020
- Provided technical support and assistance for contracted clients such as IBM, Sony, and Chubb with direct support within Systems Administration and IT Infrastructure at Cohn Baughman & Serlin Law Firm
- Troubleshooting of networks, client VPN and personalized information
- Installation and setup of printers for both desktop and laptop computers
- Accessing router and IP information
- Factory resetting or restoring data and completing Windows 10 migration on multiple units
- Advanced understanding of operating systems, business applications, printing systems and network systems
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Diagnostic Technician
Second Life Mac
05.2016 - 08.2018
- Diagnosed and performed repairs on electronics devices—primarily smart phones, computers and tablets
- Analyzed software and provided reviews for clientele
- Accurately documented repairs and part information via Blanco inventory system
- Managed and updated store inventory via E-Bay
- Troubleshooting carrier network and data issues
- Updating software and firmware of customer products
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Management of IOS devices, Windows and Blackberry mobile devices
IT Support Specialist
Ace Hardware
05.2015 - 05.2016
- Established operations and user support for retailer, responsibilities include hardware, software, and server support
- Upgrading and maintaining store systems; POS devices, card readers, monitors and scanners
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Delivered onsite technical support for 20 employees
Warehouse Associate
Amazon Fulfillment Center
01.2014 - 05.2015
- Unloaded shipments from trucks
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Operated carts, dollies and operated pit equipment
- Isolated damaged items and confirmed inventory within database
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Performed inventory counts and stocked merchandise.
- Consistently lifted materials weighing as much as 100 pounds
Level 1 Helpdesk Agent
MacNeal Hospital
03.2012 - 01.2014
- Provided on-call support for critical issues.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Configured hardware and granted system permissions to new employees.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Logged support tickets and closed when issues were resolved.
- Resolved technical issues by troubleshooting.
- Coached and trained end-users on functions, features and basic troubleshooting of software .
- Provided customer support and technical support to 40 customers daily
Cellular Sales Associate
Sam's Club
09.2011 - 03.2012
- Monitored wireless sales space to establish familiarity with various carriers.
- Maintained sound knowledge of company product suites.
- Performed in-store product demonstrations at assigned events.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Used in-store system to locate inventory and place special orders for customers.
- Activated both contract and pre-paid wireless phones for hundreds of customers per month by inserting new SIM cards and batteries, restoring content and establishing new payment accounts
PC Technician Intern
Rich City Skate
11.2009 - 08.2011
- Set up PCs, projectors and microphones for use in facility.
- Monitored systems in operation and quickly troubleshot errors.
- Reported concerns, broken machines and out-of-order games to supervisor.
- Performed preventive maintenance of telecommunications equipment.
- Installed and configured new devices and system components.
- Ma
- Implemented changes and integrated requested elements to streamline business operations via company website.
Education
2011-2013 - Communications
Millikin University
Decatur, ILCompTIA A+ - IT Technical Support
Joliet Junior College
Joliet, ILHigh School Diploma -
Noble Street College Prep
Chicago, IL06.2011
Skills
- Strong organizational, writing, planning and communication skills
- Knowledge of Windows and Mac operating systems
- Proficient in Microsoft Office including: Excel, Word, PowerPoint, & Adobe Photoshop (graphic design) and various media editing programs
- Help desk and front line support
- Proficiency in IT infrastructure networking and telecommunications and system administration
- Technical Support
- Mobile Device Management
- Cloud computing platforms
- Network & software support
Affiliations
- Member of IL House of Young Representatives in the 7th Congressional District (2006-2010)
- Junior Leadership Coach - Center for Entrepreneurial Development (2010-2012)
- Tea Rose Foundation Educational Scholarship Recipient
- Project SOAR (UIC) program
Timeline
Systems Administrator
Mariani Premier Group
10.2022 - Current
Electronics Repair Technician
UBreakiFix
04.2021 - 08.2022
Senior Technical Support Specialist
Consumer Cellular
04.2020 - 04.2021
IT Field Support Technician
Go2ITGroup
06.2018 - 03.2020
Diagnostic Technician
Second Life Mac
05.2016 - 08.2018
IT Support Specialist
Ace Hardware
05.2015 - 05.2016
Warehouse Associate
Amazon Fulfillment Center
01.2014 - 05.2015
Level 1 Helpdesk Agent
MacNeal Hospital
03.2012 - 01.2014
Cellular Sales Associate
Sam's Club
09.2011 - 03.2012
PC Technician Intern
Rich City Skate
11.2009 - 08.2011
2011-2013 - Communications
Millikin University
CompTIA A+ - IT Technical Support
Joliet Junior College
High School Diploma -
Noble Street College Prep
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