Billy Huston Email & Phone Number

Niceville, Fl

WORK DESCRIPTION: - Receiving client queries from multiple customers regarding system problems by phone, email or via web-enabled access.- Troubleshooting the incident by detailing information from the customer.- Logging incidents and service requests into the call-tracking system.- Resolving Incidents or Service Requests immediately or escalating it to the appropriate technical support staff or service group.- Tracking the incident or service request activity to maximize timely completion.- Following up with the client to ascertain job satisfaction verbally or through e-mail.- Maintaining a record of calls, incidents and service requests for weekly and monthly reporting.- Training new service desk technicians or other temporary service desk personnel.- Providing troubleshooting and resolution for software, hardware, and communications issues related to a variety of workstation applications, including Microsoft Office.- Performing routine tasks and new assignments as delegated by the Team Lead, Supervisor, Service Desk Manager or Program Manager.- Supervise a 24/7 call center team of 10-20 agents.- Monitor call volumes and stats.- Provide weekly, monthly, and annual performance reports.- Contribute to agent’s annual reviews and hiring process.- Train new agents on systems and policies of their related contracts.REQUIREMENTS: - All Staff: ITIL Familiarization; Incident Management; SFR Information Security Awareness- ISO20000 Process Owners: ITIL V2 or V3 Foundations Training- To support the following customers: Integrated Systems Group: Secret Security Clearance, Florida Virtual Schools: Level 2 Background Check or Secret Security Clearance.- OCSD Seat Manangement: OCSD ITSM Process Training (Incident, Problem, Change Overview)

Destin, Florida, United States

Anchorage, Ak

- Windows Systems Administrator and Network Administrator for office.- Performed user, desktop, and software support for Windows Server 2000 & 2003, Windows XP, Windows 7, Exchange 2000 & 2003, Summation and West Law Case Notebook litigation software, Timeslips time keeping, Sonicwall firewall and other third party applications.- Responsible for all physical systems, back up routines, disaster planning, software, and network upgrades.- Performed diagnostic and repair services to PC’s.

Colorado Springs, Co

- Performed user, desktop, and software support for 300 seat call center while under minimal supervision.- Administered daily data back-up processes, monitored server performance, and referred severe items to higher tier support.- Set up and maintained user profiles and performed occasional telecom hardware set up and maintenance.- Performed diagnostic and repair services to PC’s, server racking and connection, network printer maintenance and repair.

Colorado Springs, Co

- Temp agency employee at Zurich North America processing workers compensation claims. Later hired on full time as PC Systems Specialist.- Processed claims of loss by telephone, faxes, scans, webs, FTP, and email.

Minot, Nd

- Supervised the Security Life of Denver Premium Processing Department.- Maintained computer mainframe processing documentation and documented system issues to business analysts.- Resolved customer complaints and coordinated resolutions with compliance and legal departments.

Rapid City, Sd

Rapid City, Sd

- Underwrote consolidation loans, performed cold sales calls, and debt collection

Oconomowoc, Wi

- Supervised staff, ordered supplies, deposited proceeds from sales, open and closed store.

Computer Information And Office Systems Aas, Sophmore

Current GPA 3.89 Received "Office Foundations" Occupational Certificate - Spring 2012 Received "Office Support" Occupational Certificate.

Computer Science, Information Technology, Freshman

Maintained 4.00 GPA throughout my attendance. Completed and passed college examinations for CompTia A+, Microsoft Net+, and Cisco.

General Education, General Studies