Tokia Hampshire
Dayton,OH
Summary
Solutions-focused professional with expertise in delivering rapid technical support for web-based applications, software, and hardware systems. Proven track record in identifying root causes and implementing long-term solutions for complex technical issues, enhancing system performance through detailed analysis and correction of hardware and software problems.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Engineer - ESOM
Kentro.us
McLean, Virginia
09.2025 - Current
- Facilitate government through installation, maintenance, testing, and troubleshooting of computer systems and equipment ensuring peak operation and user satisfaction.
- Execute remote and desk-side technical support, enhancing user experience.
Resolve IT support tickets promptly, improving service efficiency.
Conduct diagnostic and repair services on both hardware and software systems.
Support users in identifying and resolving technical issues effectively. - Maintain user accounts, ensuring consistent access to necessary software applications.
Generate reports for monitoring performance and identifying improvement opportunities.
Manage customer inquiries, providing effective solutions and support.
Integrate various software applications to enhance overall functionality. - Support management of Active Directory Entra and additional system accounts, facilitate connectivity and client applications, and support configuration and management of LAN and WAN services.
- Escalated discrepancies in ticket management and proposed corrective measures for approval.
- Coordinate both sedentary and active elements requiring precise handling of electronic components and observance of safety precautions to mitigate risks of injuries or equipment damage.
- Utilized debugging workflows to enhance system performance and reliability.
- Address customer-identified problems and implement swift corrective measures.
- Streamline equipment return processes, deployment, unboxing, inventory management, and verification
Lead IT Support Specialist
Koniag Government Services
Chantilly, Virginia
04.2023 - 07.2025
- Provided superior hardware and software support to end users for workstation and server applications, maximizing daily productivity with minimal expenditure.
- Collaborated with system administrators and network engineers to restore services and resolve issues.
Identified and corrected problems impacting daily end user activities.
Engaged with program analysts and application developers to maintain service continuity.
Facilitated communication among technical teams to ensure swift issue resolution. - Diagnosed problems leading to operational challenges and validated solutions, enabling seamless software and hardware usage for end users.
- Managed inventory of hardware and distributed remote equipment to users, ensuring timely access to necessary resources for remote operations.
- Established user policies for Active Directory and Exchange, streamlining access for end users to EMCBC systems.
- Engineered comprehensive job aids tailored for end users, optimizing processes across various projects.
- Guided end users in utilizing Microsoft Exchange email distribution groups and reporting services, improving procedural effectiveness.
- Designed and distributed extensions for Microsoft Teams call plans, facilitating effective communication for end users with internal and external users.
- Activated and distributed temporary smart cards for newly employed end users at Department of Energy-EMCBC until HSPD-12 cards were received.
- Oversaw maintenance and issue resolution for Dell Wyse virtual desktop infrastructure laptops and corporate cellular devices in office and during off-site operations.
- Offered connectivity support for LAN and WAN, facilitated end user file access in OneDrive, SharePoint, Outlook, Teams, etc.
Senior Technical Support Specialist
Tata Consultancy Services
Milford, Ohio
03.2016 - 04.2023
- Resolved end-user support inquiries while providing patient assistance with fundamental troubleshooting processes.
- Documented transactions and interactions in system for future reference and integration into knowledgebase.
- Articulated complex technical details to non-technical groups in straightforward terms to facilitate better grasp of content.
- Collected relevant information, analyzed options, and recommended a viable course of action.
- Developed comprehensive support documentation that empowered user community to enhance skills, utilize system features, and independently solve issues.
- Showcased professionalism and courtesy to customers during resolution of complaints, problems, or questions.
- Assisted customers in troubleshooting hardware or software issues, providing effective solutions to enhance user experience.
Technical Support Specialist II
Auritas, Inc.
Sanford, Florida
03.2015 - 01.2016
- Fielded over 300 inbound calls monthly to resolve service issues effectively. Submitted service tickets for equipment maintenance requests, ensuring timely support. Provided remote assistance to address customer inquiries and troubleshoot problems. Maintained accurate records of service interactions to enhance operational efficiency.
- Addressed inbound calls from customers, offering first-line support while diagnosing and rectifying service equipment and account problems remotely.
- Simplified technology explanations for diverse clients across various job roles.
Utilized specialized software to eliminate malware and viruses from laptops and desktops. - Assisted customers in identifying issues and provided solutions to restore service functionality. Utilized strong communication skills to resolve customer complaints and concerns effectively. Employed conflict resolution techniques to address customer inquiries and enhance satisfaction.
- Engaged with clients to guarantee optimal customer satisfaction after support engagement and problem resolution.
- Assisted customers in identifying issues and provided solutions to restore service functionality.
Utilized strong communication skills to resolve customer complaints and concerns effectively.
Employed conflict resolution techniques to address customer inquiries and enhance satisfaction. - Simplified technology explanations for diverse clients across various job roles. Utilized specialized software to eliminate malware and viruses from laptops and desktops.
- Fielded over 300 inbound calls monthly to resolve service issues effectively.
Submitted service tickets for equipment maintenance requests, ensuring timely support.
Provided remote assistance to address customer inquiries and troubleshoot problems.
Maintained accurate records of service interactions to enhance operational efficiency. - Updated and organized case notes for all customers and work orders to ensure accurate documentation and accessibility.
Education
Associate of Arts - Music
Sinclair Community College
Dayton, OH05-2013
Bachelor of Science - Computer Science
Central State University
Wilberforce, OH06-1998
Skills
- Technical support
- Customer support
- Help desk support and remote assistance
- IT incident management
- Network diagnostics
- Active directory management
- User account maintenance
- Hardware troubleshooting
- Software integration
- Escalation management
- Service agreements
- Relationship management
- Team collaboration
- Cross-functional teamwork
- Customer training
- Conflict resolution
- Communication skills
Certification
- TestOut Certified PC Pro License C38X4
Government Clearance
- T4 Public Trust Clearance
Timeline
Customer Service Engineer - ESOM
Kentro.us
09.2025 - Current
Lead IT Support Specialist
Koniag Government Services
04.2023 - 07.2025
Senior Technical Support Specialist
Tata Consultancy Services
03.2016 - 04.2023
Technical Support Specialist II
Auritas, Inc.
03.2015 - 01.2016
Associate of Arts - Music
Sinclair Community College
Bachelor of Science - Computer Science
Central State University