James Hampton Email & Phone Number

Provided first and second tier helpdesk phone support, troubleshooting with a quick and accurate resolution for end user issues utilizing the Remedy ticket-logging program. Advanced hardware and software, printing, desktops/laptops, SAP GUI, MS Office, MS Outlook, Lotus Notes, Active Directory, PC Anywhere, Dameware, Win 2000/XP support.; Handle all connection issues for remote users that include VPN, IPASS, Kellogg RAS, and any other high speed or dial-up connections.Log all issues completely and accurately route tickets to the appropriate upper level support group in a timely manner, or else, clear the tickets that can be resolved.Provided strong communication skills with an emphasis on displaying a high level of enthusiasm.After hours quality customer support to over a thousand users throughout North America, Latin America, and the United Kingdom

Managed and operated the LAN/WAN of 170+ users operating Novell NetWare 4.11/NT4.0/2000 platform. Maintained network users, directories, and security. Provided technical support, install, and upgrades. Configured network printing, directory structures, rights, security and software on file servers. Assisted with the installation of Firewall/proxy server using Novell Border Manager, SOHO, and Watchgaurd Firebox II. Installed and configured VPN with our Washington DC office and other remote locations with Watchgaurd components. Installed ADA NT and AS/400 remote access servers. Deployed Windows 95,98,NT, NT2000, and XP to 170 workstations.

Responsible for installing and troubleshooting Windows 95/98 operating systems at the COM ED nuclear fossil plant. Performed repairs, installation and maintenance of various types of customer equipment both in-house and on-site using TCP/IP networking or peer-to-peer connectivity. Performed both Support and configuration of File servers and backup servers and devices. Assisted with the upgrade of CAT 5 to Fiber Optic cabling and circuit analysis. Maintained accurate records of work performed. Provided the highest level of service to maintain customer satisfaction.

Performed server hardware and software installation and upgrades as part of the IMAC project team. Constructed new NT servers, WIN/NT Server 4.0 Administration, WIN/NT 4.0 installation, configuration and support. Fabricated IBM and Compaq server hardware installation and support, adding Microsoft and Novell Clients TCP/IP, NetBIOS, Etherlink and Token Ring. Installed local and network printers and memory Jet Direct card.3Com/

Responsible for providing Help Desk, technical, and customer support for 3Com/US Robotics devices such as Palmpilot PIM device, Modems, Big Picture Video and Telephony ensuring reliability and service ability for ISO 9000 certified products. Performed protocol analysis and LAN troubleshooting on TCP/IP networks in addition to preventive maintenance, troubleshooting and repair of multiple types of modems. Supervisory of technical personnel including performance evaluations, work flow, correspondence, quality control and troubleshooting assistance. Promoted to Team leader after six months of employment.