James Houck Email & Phone Number

San Francisco, Ca, Us

•Delivered on-site support for Zoom Conference Rooms and employee laptops while providing remote assistance using ScreenConnect and RemotePC to troubleshoot technical issues and optimize user experience.•Delivered on-site support within a laboratory space while adhering to strict PPE guidelines to ensure safety and compliance during technical troubleshooting and maintenance activities.•Managed IT onboarding and standardized hardware/software deployments for domestic and global hires, ensuring seamless account setup and technical support.•Administered Zendesk and streamlined Mobile Device Management (MDM) for Windows and macOS via Intune and JAMF, improving ticket workflows, endpoint security, and software update efficiency.•Utilized Azure for automated account provisioning, enhancing efficiency and security in user access management across cloud environments.•Automated processes across multiple systems using Power Automate, enhancing operational efficiency and streamlining workflows for improved productivity.•Administered SharePoint, Exchange, Google Workspace, and Microsoft 365 environments, managing user accounts, permissions, and system configurations to optimize collaboration and communication across the organization.

San Francisco Bay Area

•Led operational improvements by automating workflows and optimizing processes using Zendesk, Atlassian Suite, SharePoint, Grammarly, TextExpander, and LucidCharts, streamlining cross-departmental communication and stakeholder alignment.•Managed high-impact projects and developed KPIs to scale support operations, assisting with a ~90% sales increase in 2020 and leading a team of specialized Support Coordinators to improve vendor relations and customer outcomes.•Built and maintained internal knowledge bases, quality assurance protocols, and training programs, significantly enhancing team efficiency and support throughput.•Formalized and implemented escalation processes to improve community engagement and customer satisfaction, elevating the performance of social media and sales teams.

Knoxville, Tennessee, United States

• Issue and Service active Auto Insurance Policies with active license in 47 states.• Refer members to relevant additional lines of business within USAA. (Banking Products, Wealth Management Products and additional Insurance Products)• Maintain active Insurance Producer license by completing the required continued education every two years.• Supported multiple campaigns while with employer, including formal leadership/coaching and training of service agents. Additionally, working with Quality Assurance to ensure that compliance metrics are being met and interfacing with client to stay up to date with current compliance requirements to meet SLAs. • Monitor call volume to ensure SLAs are being met as set forth by the client.• Work out of a call queue to support Customers via Phone to provide support for Bank Loans and Auto Insurance • Use CRMs such as Salesforce to track escalation tickets and quality reports

Baltimore Maryland / Selden New York

• Consult with customers and provide solutions for their shipping and printing needs• Complete required customs paperwork and set-up brokerage contacts for international shipments• Extensive experience with packing oversized bulky and breakable items to ensure safe deliver• Conduct employee interviews and provide Store Owner with list of possible candidates• Manage the cash process and submit time-sheets and commission reports to payroll bi-weekly• Create and maintain all employee schedules, fill in missing days, and track vacation time• Represent company at area office meetings of local owners and managers

Hauppauge, Ny

• Work directly with customers to communicate and solve all network related issues via phone and email• Execute on-site installation of cables, PBX Phone Systems and IP Station Phone networks • Terminate and replace Cat3/4/5 cable, and Fiber cables (indoor and outdoor) • Re-image desktop workstations, track and update applications as needed.• Experience with remote desktop control to solve problems remotely• Use of Excel to track client appointments, billing hours, and VoIP/VPN connection information

• Customer-facing role and take on a wide variety of tasks including system overhauls, hardware replacements and upgrades.• Well-versed in working with various software systems and gained experience in making a wide array of physical repairs. • Work with management to up-sell current promotions and services while always keeping clients’ wants and needs first.• Run basic troubleshooting apps to pin down issues and provided solutions to customers to help prevent future complications.• Execute malware, virus, and bloatware scans to increase performance of computers.

Education record

Activities and Societies: Photo Club, Journalism Club, Computer Club

Diploma

Activities and Societies: Photo Club, JV Soccer, JV Lacrosse, Computer Club