Customer Service Technical Support

Jamar Washington

linkedin.com/in/jamar-washington-7139105b Houston, Texas 77070

248-***-**** • *************@*****.***

Technical Professional

Ambitious, results-driven leader with proven success excelling in advanced troubleshooting and issue resolution supporting deadline-driven strategic initiatives. Astute analytical talents; able to demonstrate unwavering professionalism and remain productive in challenging situations. Strong communicator and collaborator; able to quickly master technologies supporting organizational objectives. Consistently recognized for applying technical knowledge to improve operational efficiencies.

Areas of Expertise:

Systems Administration / Training

Project Management

Systems Implementation

24/7 On-call Technical Support

Troubleshooting & Problem Resolution

Client Relations / Customer Service

Solutions Architect

Network Administration

Technical Proficiencies

Certifications:

CompTIA A+

Environments:

Windows, Mac OS, Linux, Unix, IIS, SSL, SQL, PKI, Apache. WebLogic, Tomcat, JBOSS

Tools:

Microsoft Office Suite (Outlook, Word, Excel, PowerPoint), Venafi, Sitescope, Hewlett Packard Service Manager (HPSM)

Professional Experience

Hewlett-Packard Enterprise, Houston, Texas

Technical Engineer, 7/2013 – 11/2016

Spearheaded technical configuration of servers, security solutions and operating system requirements to enable 24/7 operations. Performed in-depth root cause analysis and partnered with international clients to resolve customer issues in a timely manner. Managed HPSM ticket management priorities to ensure operational efficiencies. Authored training documents and system documentation to enhance team productivity. Skillfully completed server configuration and system modifications to ensure high availability of applications.

Key Achievements:

Recognized for outstanding capacity to perform critical roles; instrumental in collaborating with Venafi developers to optimize SSL renewals resulting in productivity improvements of 25%.

Served on exclusive web hosting operations team supporting production applications hosted on multiple platforms; earned reputation for efficient resolution of redirect issues on HPE.com.

Delivered engaging training sessions three times per week; demonstrated ability to relate to variety of comprehension levels.

Effectively administered SQL queries identifying decommissioned IT applications supporting company reorganization efforts.

BP Refinery, Houston, Texas

Systems Administrator, 12/2012 – 2/2013

Leveraged in-depth technical expertise to support deployment of custom operating systems for IBM employees. Identified technical malfunctions and authored detailed problem report tracking resulting in reduction of resolution time. Developed and implemented test plans. Established reputation for resourcefulness. Provided extensive network troubleshooting supporting organizational objectives.

Key Achievements:

Inspired and mentored colleagues; led new hire training sessions supporting team performance.

Led client implementation projects supporting ever-changing business requirements.

Conducted system health checks and monitored alert notifications to ensure system performance.

Implemented best practices and identified security risks to maintain secure operations.

Education & Credentials

Bachelor of Science in Computer Science/Information Systems

Tuskegee University, Tuskegee, Alabama

Volunteer Leadership

Mathematics Tutor, Sylvan Learning Centers

Professional Affiliation

Association for Computing Machinery (ACM)

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