James H

Help Desk Specialist - 4 Years of Experience - Near 84117


Help Desk Specialist

Education Level:


Will Relocate:



SUMMARY Full-Time Student/Electronics Technician Nov 2015 - Present Highly knowledgeable and experienced delivering excellent * Completed U.S. High School degree. customer service. Extremely * Completed Electronic Technician Certificate. reliable with a strong work ethic and able to work independently and deliver consistent results on Consultant (For Borders Melons LLC, Rainwater, Gibbs & time. Works well with multi- Wright LLP, and Kelly Roders) - Cordele, GA tasking, working as a team player, and communicating with a Web Designer / Developer Consultant Mar 2009 - Nov 2015 wide range of people. * Web Development Manager for diverse firms. Maintained ongoing projects for companies on contract. Responsible for designing, building and maintaining internal and external systems and applications utilizing LAMP (Linux, Apache, MySQL, Php) JavaScript, AJAX, HTML, and SQL Server using hands-on skills to define the company's website, database structure, and applications. Delivered results on time and under budget. James K. Hamilton * Frontend developer of company websites, web-based tools, and resources Consultant for clients to meet their growing needs and industry best practices with fully responsive web and e-commerce sites. Consistently achieved rapid turnaround for business critical projects. * Provided training on website functions to clients and provided miscellaneous technical support for clients when necessary. * Led the development of the company's new website structure resulting in CONTACT a more modular system and reducing maintenance time and costs by 30%. * Implemented code daily using Apache, JavaScript/JQuery, HTML 5, CSS 3, using content management systems. Interfaced with backend data 5121 Sandpiper Dr. #447 systems to produce dynamic user experiences. Set-up and performed Salt Lake City, UT 84117 basic maintenance and front end adjustments resulting in excellent uptime and reliability. (850) 814-0890 * In-depth understanding of web-hosting, databases, and other tools for hosting websites. Improved existing infrastructure and developed new e- commerce products and applications, resulting in a diversified product line and increased website revenue. Georgia Pacific - Savannah, GA Help Desk Analyst 2008 - 2009 * Dual 6-month contract providing help desk analysis for Georgia Pacific. Solved backlog of 4,500 tickets primarily through writing VB scripts to resolve software bugs. * Monitored ticketing system and Call Center mailbox for incoming tickets. Diagnosed, troubleshot, and resolved a wide range of software, hardware and network issues. * Provided first level support for resolution of customers' incidents. Handled and analyzed the ticketing system to resolve issues in groups by running scripts in directories. * Installed, configured and modified hardware and software to ensure optimal performance. Monitored, logged and tracked all phases of help desk support. * Maintained a high level of customer satisfaction with 100% tickets resolution during tenure and maintained a top-level customer service rating. * Responsible for ensuring quality customer support for over 5,000 users via phone, website chat, and e-mail. Determined appropriate troubleshooting procedures and remedial actions. * Created documentation of policies and procedures for various daily account and systems management tasks and user training. Improved new hire efficiency and improved processes for department. * Planned and coordinated hardware rollout based on user needs and determined requirements and site.