Jamaal Jamison

**** ********** ****** *** **

ac4jbu@r.postjobfree.com

Atlanta, GA 30329

Mobile: 843-***-****

Professional Experience

Hewlett Packard Enteprise

Technical Solutions Consultant

October 2015-Present

The Technical Solutions Consultant role heavily focuses on delivering the highest level of system and application support as well as identifying the most cost effective product and service selection for HP’s most crucial business accounts. Detailed priorities consist of:

Mitigating technology associated business risks while increasing operational efficiency by reviewing the customer’s hardware configuration and how HP services are incorporated and managed, then relaying improvements based on that information to optimize system utilization and service usage.

Providing proactive options to prevent service disruptions by analyzing performance and capacity metrics within physical and VMware virtualized environments.

Meeting and exceeding SLA commitments when resolving infrastructure and service related issues with a primary customer focus on minimizing impact on mission critical business functions.

Engaging, escalating and communicating with cross-functional teams within HP and customer organizations while keeping the client informed at all times regarding the action plan and next steps.

Supporting a wide range of server types, including racks, towers and blade enclosures, as well as HP proprietary applications and services.

Vonage

April 2015-September 2015

Tier II Technical Support

The daily functions of this role include supporting Vonage Business clients with hardware, software and networking issues. Additional duties include:

Handling calls that vary from phone setups to in-depth network analysis, as well as collaborating with engineers to resolve atypical issues.

Providing customer-centric support, ensuring that the steps and procedures are easy to follow, as well as effective in achieving the intended resolution.

Managing and completing assigned projects with punctuality and a heavy focus on the quality of the workmanship.

Tracking case tickets within a Customer Relations Management System to document customer correspondence, notate the root cause of the issues, and highlight the steps utilized to reach resolutions.

Utilizing internal resources to effectively research and guide customers through the specific resolution required for their issue in an expeditious manner.

IBM

October 2008-April 2015

Technical Support Representative

(Contractor through Computer Generated Solutions, Inc)

Primary job responsibilities included providing hardware, software, and networking support for IBM/Lenovo ThinkPad and ThinkCentre units through troubleshooting and diagnostics. Promoted from standard end user support to Special Accounts, a self-managed team with an increased scope of responsibilities supporting business users from major corporations. Client interaction for this position include:

Accurately identifying issues with the affected system, walking through a variety of troubleshooting steps and effectively communicating the proper remediation to the client, eliminating potential causes for the issue and ultimately isolating the problem to the root cause and resolving the issue.

Utilizing an incident ticketing system to create and update service calls with a prominent emphasis on thorough documentation and first call issue resolution.

Consistently meeting and exceeding technical support performance metrics including average call handle time, total incident resolutions, and customer satisfaction scores daily.

Strengthening customer confidence by providing excellent service, conveying accurate and thorough technical knowledge, and ensuring definitive resolutions to issues, which also serves to effectively reduce and eliminate potential escalation situations.

Coordinating with team members for managing workload spikes and special projects, developing strategies to most efficiently delineate and distribute tasks.

Collaborating interdepartmentally to facilitate the expedient resolution of uncommon and unique issues.

Using the onsite tech lab to reproduce customer issues as well as gaining familiarity with new and upcoming products that will be supported.

Technical Expertise

Hardware:

Enterprise Servers, c7000/3000 Enclosures, Synergy Frames, Desktops, Laptops, CompTIA A+ knowledge

Networking:

TCP/IP, Network+, VPN, Routers, WLAN/LAN, Virtual Connect Manager, OneView Appliance

Operating Systems:

Windows Server 2003, 2008, 2012 R2, 2016, Windows XP, Vista, 7, 8, VMware, RHEL, Citrix, Linux

Education and Certifications

CompTIA

Network +

DeVry University

Major: Technical Management

Bachelor's Degree

2007

Orangeburg Technical College

Associate's Degree

2005

Major: Computer Technology

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