Teana Hamilton
Omaha,NE
Summary
Detail-oriented software engineer with extensive experience in technical support and customer service. Proven ability to deliver high-quality solutions and enhance user experiences through effective problem-solving and collaboration. Strong background in software development, technical troubleshooting, and customer relationship management.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Technical Specialist
Apple
Omaha, NE
2026.08 - Current
- Provided technical support for Apple software and hardware products.
- Assisted in troubleshooting complex technical issues for customers and employees.
- Provided guidance on the selection of hardware components based on customer requirements.
- Provided training on desktops, laptops and mobile devices for customers.
- Collaborated with teams to improve customer service processes and experiences.
- Conducted product demonstrations to enhance customer understanding and engagement.
Technician Coordinator
Fort Street Church of Christ
2021.05 - Current
- Set up livestream equipment and provided audio support to enhance event engagement.
- Managed livestreaming of events and services at various venues.
- Maintained church facilities by performing routine cleaning and repairs.
- Assisted with event setup and logistics for various church activities.
- Operated audio-visual equipment during services and special events.
Technical Support Expert-Payments/Devices
Toast
Omaha, NE
2025.02 - 2026.05
- Delivered technical support for enterprise POS systems utilized by over 500 restaurant clients, achieving a 98% first-call resolution rate with 0% tickets reopened rate.
- Troubleshot SaaS platform issues for hospitality clients, focusing on menu programming, payment processing, hardware configurations to ensure seamless operations.
- Collaborated with engineering teams to escalate and resolve critical system outages, contributing to a 30% reduction in downtime.
Geek Squad Agent
Best Buy
Omaha, NE
2024.09 - 2025.10
- Assisted customers in setting up new devices and advised on whether to repair or replace old devices.
- Diagnosed technology issues by asking questions, listening, and taking detailed notes to provide accurate time estimates for next steps.
- Guided customers in setting up new devices and advised on optimal solutions for repairing or replacing old devices.
- Monitored service queues to provide timely status updates, enhancing customer experience during wait times.
- Communicated clearly and partnered effectively with fellow agents.
- Maintained knowledge and skillsets through certified training courses.
Software Engineer/Data Analyst
Blue Cross Blue Shield of Nebraska
Omaha, NE
2018.06 - 2025.03
- Collaborated with stakeholders to gather and document requirements, improving user experience through optimized system architecture and UI design.
- Analyzed and optimized software performance, refactoring code for efficiency, identifying security vulnerabilities, and implementing secure coding practices.
- Managed code changes using Git, facilitating collaboration and automating deployment processes with CI/CD pipelines for production readiness.
- Monitored software performance and troubleshot issues, providing technical support while ensuring technical documentation for code, APIs, and user manuals remained current.
- Participated in team meetings to align project goals with designers and product managers, researching new technologies to enhance development processes.
- Participated in team meetings, aligning project goals with designers and product managers, and researched new technologies to improve development processes.
- Conducted end-user training sessions and created tutorials to enhance software navigation.
- Create visualizations and reports to communicate findings. Monitor data quality and integrity. Provide recommendations based on data insights.
Web Developer
Partnership 4 Kids
2021.01 - 2023.03
- Created interactive web components to improve user experience and accessibility. - Focuses on the user interface and experience - UI/UX.
- Implemented server-side logic for applications, ensuring efficient data processing. - Handles the logic, database interactions, and server-side functionality (Node.js) and others.
- Created accessible websites, ensuring compliance with web accessibility standards for users with disabilities.
IT Instructor
Metropolitan Community College
2021.05 - 2021.08
- Instructed students on IT project development, guiding them through practical applications and problem-solving.
- Assembled Raspberry Pi devices while configuring networking and security settings to ensure optimal performance.
- Installed software and maintained IoT initiatives, overseeing hardware setup to support project objectives.
Developer
Gallup
2019.05 - 2020.08
- Designed and developed website layouts and user interfaces, enhancing user experience for various clients.
- Conducted quality assurance testing to ensure successful product launches.
- Created branding assets, including logos, to establish a cohesive identity for the Omaha Builders Program.
- Founded and launched a custom t-shirt business, overseeing design, production, and sales to drive brand awareness.
Front End Web Developer
Omaha Code School (AIM Institute)
2016.06 - 2016.08
- Performed duties as product owner, overseeing project development and team collaboration.
- Managing the product backlog, defining user stories, and prioritizing features based on business value and customer needs.
- Applied coding principles in website development projects, enhancing functionality and user experience.
- Collaborated in daily stand-up meetings to communicate project progress and address challenges, ensuring timely delivery.
Education
Bachelor of Science - Information Technology-Full Stack Web Development
Bellevue University
Omaha, NEAssociate Degree - Information Technology- Full Stack Web Developement
Metropolitan Community College
Omaha, NE, United StatesSkills
- HTML
- XML
- CSS
- JavaScript
- Java
- C#
- C
- Python
- PHP
- Swift
- SQL
- MySQL
- NET
- Bootstrap
- Embedded Systems
- Network Troubleshooting
- Microsoft Word
- Data Analysis
- PowerPoint
- SharePoint
- Team Communication
- Data Visualization
- Linux
- iOS
- Windows
- Azure
- DevOps
- Command Line Interfaces
- Client Engagement
- Fast-paced Industries
- Data Analyst
- SaaS
- JIRA
- Attention to detail
- Time management
- Problem solving
- Team collaboration
- End-User Support
- Software Support
- Technical Assistance
- Issue Tracking
- Product Knowledge
- Product knowledge
- Account Management
- Analytical thinking
- Technical issues analysis
- Verbal communication
- Active listening
- Data entry
- User support
- Decision-making
- System Recovery
- System Diagnostics
- Access management
- Knowledge management
- Problem Resolution
- Technical communication
- ITIL processes
- SOPs
- Account Recovery
- User Authentication
- Customer Handoffs
- Knowledge articles
- Help Desk
- Service Agreements
Certification
- Certified in AI Engineering
- Certified Web Accessibility Development
- Certified in Project Management
- Certified in Quality Assurance
- Certified in Finance & Credit
- Certified Customer Service
- Certified Facility Maintenance
- Certified in Drones
Accomplishments
- National Society of Black Engineers (NSBE)
- Avenue Horatio Alger Scholarship - Full Ride Scholarship
- Davis Chambers Scholarship - Full Ride Scholarship
- Phi Theta Kappa Alumni
- Trio Alumni
- Partnership 4 Kids Alumni
- Urban League of Nebraska Alumni
- Deans List MCC 2018-2021; Bellevue University - 4.0 Nov 2023-2025
Volunteer Experience
- Technician Coordinator, Fort Street Church of Christ, 05/2021, Present, Set up livestream equipment and provided audio support for events., Livestream events and services.
- IT Bootcamp Instructor, Avenue Scholars, 05/2021, 08/2021, Taught and assisted students in the development of many IT projects., Assembled Raspberry Pi devices and configured networking and security settings., Installed software and supported IoT initiatives, including hardware setup and maintenance.
- IT Instructor, Metropolitan Community College, 05/2021, 08/2021, Taught and assisted students in the development of Swift mobile applications.
- Developer, Gallup, 05/2019, 08/2020, Designed and developed website layouts and user interfaces for various clients., Conducted quality assurance testing to ensure successful product launches., Created branding assets, including logos, for the Omaha Builders Program., Founded and launched a custom t-shirt business, managing design, production, and sales.
- Front End Web Developer, Omaha Code School (AIM Institute), 06/2016, 08/2016, Managing the product backlog, defining user stories, and prioritizing features based on business value and customer needs., Learned coding principles and contributed to website development projects., Participated in daily stand-up meetings to discuss project progress ensuring deadlines were met.
Timeline
Technical Specialist
Apple
2026.08 - Current
Technical Support Expert-Payments/Devices
Toast
2025.02 - 2026.05
Geek Squad Agent
Best Buy
2024.09 - 2025.10
Technician Coordinator
Fort Street Church of Christ
2021.05 - Current
IT Instructor
Metropolitan Community College
2021.05 - 2021.08
Web Developer
Partnership 4 Kids
2021.01 - 2023.03
Developer
Gallup
2019.05 - 2020.08
Software Engineer/Data Analyst
Blue Cross Blue Shield of Nebraska
2018.06 - 2025.03
Front End Web Developer
Omaha Code School (AIM Institute)
2016.06 - 2016.08
Bachelor of Science - Information Technology-Full Stack Web Development
Bellevue University
Associate Degree - Information Technology- Full Stack Web Developement
Metropolitan Community College