Billy Hamilton Email & Phone Number

Justin, TX, US

Dallas, Texas, United States

Data analysis and reporting in a senior management role using a variety of languages and tools, including SQL, Python, and others.

Dallas/Fort Worth Area

• Management consultant and independent contractor for a wide array of solutions including social media, audio/video, web design, and development of custom merchandising products. KEY COMPETENCIES: ART DESIGN, DIGITAL.
• Generation of sales leads through social media, networking, and vendor booths at events
• Laser and chemical etching on anodized metals, glass, wood, ceramics, and stone
• Creation of digital designs utilizing Adobe Photoshop and IllustratorKEY COMPETENCIES: NETWORKING, AUDIO/VIDEO SYSTEMS, INVOICING, CONTRACT CONSULTINGIndependent technology consulting for large organizations, hotels.
• Multi-disciplinary technology SME for social media, information systems, management practices and analytics
• Audio/video systems installation and management at large corporate and organizational events

Fort Worth, Texas, United States

Senior Data Analyst currently on a multi-year full-time consulting contract providing analytics on website traffic, touchpoints, and trend analysis.

Waco, Texas, United States

Chief operations officer for the Masonic Grand Lodge Library and Museum of Texas, a non-profit corporation set up to preserve the history of the Masons of Texas. Executive management over a staff of 6, with an annual budget of $1M and over $14M in assets.

Irving, Texas

Data analysis and decision-making to support a large multinational organization. Provides input on strategy and effectiveness of new predictive customer experience initiatives utilizing statistical analysis, explanatory and predictive modeling, and data mining techniques on information pulled from Tableau and QlikView reports.

Dallas/Fort Worth Area

• Manage strategy, development, security, and risk analysis of new applications. Lead multi-division collaboration (IT/Finance/Marketing/Operations) to provide architecture and cost-effective design solutions. Streamline.
• Proposed new project to senior leadership and obtained approvals and funding
• Prioritized, designed, and executed application to meet program and user requirements
• Coordinated Regulatory and IT Security Teams to release applicationKEY COMPETENCIES: TEAMWORK, SOLUTIONS, RELATIONSHIP BUILDING, GOAL ORIENTATIONTransitioned support tools to mobile-first strategy and combined.
• Incorporated planning and user research across business units
• Refined content management and consumer focus for continual experience enhancements

Dallas/Fort Worth Area

• Analyzed applications and provided upgraded software architecture to leverage existing technology for > 3.4M customer users. Incorporated business requirements into updated programs through research, evaluation.
• Deflected > 5.8K monthly calls and decreased customer need to contact technical support agents
• Identified top call drivers and automated scripting capabilities of current system
• Directed road show to train support agents on underutilized toolsKEY COMPETENCIES: ANALYTICS, PLANNING, MULTI-TASKING, BUSINESS DEVELOPMENTIntroduced In-Home Agent desktop application for front-line agents and > 10M.
• Aligned staff for software integration planning and functional priorities
• Incorporated user interface to guide customers to optimal solutions

Philippines

• Performed information security testing, evaluation, and compliance measurement of contract service agreements. Provided operational leadership for vendor operations, quality and training teams, client compliance, and.
• Drove customer first call resolution improvement (FCR) and reduced repeat calls
• Implemented new checklist procedures for Agents to improve ticket resolution process
• Introduced individual and team coaching for best practices and conflict resolutionKEY COMPETENCIES: PROJECT MANAGEMENT, NEEDS ASSESSMENT, DISASTER RECOVERY, LEADERSHIPProvided shelter and safety for employees during 2.
• Spearheaded Call Center disaster recovery plan in Philippines
• Authored proposal for various disaster scenarios and conducted management presentations

Dallas/Fort Worth Area

• Supervised day-to-day Network Operations, and performance of customer support technicians, ticket management group, internal help desk, and executive escalations. KEY COMPETENCIES: CHANGE MANAGEMENT, PERSONNEL.
• Strengthened training for 2 newly created Service Centers
• Overhauled offline ticket management group and internal help desk
• Coordinated HR and Operations groups and aligned hiring of new teams’ personnelKEY COMPETENCIES: CUSTOMER SERVICE, TEAM BUILDING, MENTORING, GOAL ORIENTATIONLed performance reversal of Customer Service Team and.
• Formulated individual actions plans and designed special projects for each team member
• Performed side-by-side coaching and expanded frequency of group information sessions

Dallas/Fort Worth Area

Dallas/Fort Worth Area

- Frontline support for fiber optic networking, video and voice service to the premise.- Technical support for both business and consumer customers.- Developed ticket management process for the center.- Handled escalated issues and special assignments.- Often given difficult and sensitive issues, such as providing technical support for company executives.

Dallas/Fort Worth Area

Master Of Science - Ms, Advanced Data Analytics

Graduate Study, Advanced Data Analytics

Activities and Societies: Accelerated Master's Program in Advanced Data Analytics.

Graduate Studies: International Business W/Specialization In Information Technology Management, Current: 3.75 Gpa

Graduate classes in Business Administration with a focus on international business, specialization in Managing Information Technology.

Bachelor Of Science (B.S.), Information Technology, 3.67 Gpa

Activities and Societies: Alpha Sigma Lambda National Honor SocietyGraduated with distinction (magna cum laude).

2 Year Certificate, Electronics

- Winner in electronics competition for regional vocational/technical school association - PC troubleshooting and repair - Component-level.