James Houck Email & Phone Number

• 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.

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.
• 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.
• 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.
• 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

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

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