John Hampton Email & Phone Number

Phoenix, Arizona, United States

• Lead, mentor, and develop a team of System Specialists, providing coaching, training, and performance feedback.• Collaborate with cross-functional teams to develop and implement process improvement strategies aligned with business objectives.• Oversee the team’s work intake channels and manage the backlog, prioritizing tasks based on changing requirements.• Analyze performance metrics to identify optimization opportunities and drive continuous improvement.• Build and maintain partnerships with internal and external stakeholders to streamline communication processes and enhance the customer experience.• Develop and maintain documentation, standard operating procedures (SOPs), and quality assurance processes for the team.• Oversee the support relationship with various third-party vendors.• Manage internal ticket escalation processes, serving as a point of contact for escalated issues and driving resolution within the team.• Identify ticket trends and coordinate with relevant stakeholders to ensure timely resolution and effective communication throughout the escalation process.

Bellevue, Washington, United States

As an IT Support Specialist III, my role encompasses a range of tasks aimed at resolving Service Requests and Incidents related to computer systems, hardware, and software. I actively engage with clients, offering support over the phone, online, or in person. My responsibilities include triaging issues and following documented procedures to determine the appropriate escalation protocol.•Taking ownership of IT service requests and incidents through to resolution, prioritizing and scheduling support, escalating to appropriately experienced technicians when required, and accurately logging all Service Desk tickets using the defined tracking software.• Supporting local and remote staff via IT ticketing system, email, desk-side support, and phone calls.Diagnosing and troubleshooting issues with Windows and Mac desktop OS, and mobile devices including applications, network connectivity, and hardware malfunctions.• Acting as a client advocate by identifying common issues, working within the business to eliminate future occurrences, and educating clients with helpful hints or business-based best practices.• Setting up new employee profiles, including hardware, software, network access, and security; locally and remotely creating, disabling, deleting, and transferring user accounts upon hire or termination.• Creating and managing user accounts and permissions following established processes and procedures.• Assisting with video conferencing, audio/video equipment, and phone needs.Maintaining application and system documentation by updating written procedures.• Delivering exceptional customer service and technology experiences to all employees across the company.• Collaborating on and escalating issues with senior IT staff.• Creating and editing knowledge base articles.• Serving as an escalation point for tier 1 staff.• Mobile Device Management

Bellevue, Washington, United States

• Developed and maintained processes for mobile device configuration and management, ensuring optimal device performance.• Configured and managed the Jira ticketing system for the mobile device helpdesk, providing remote troubleshooting and customer service.• Managed IOS and Android devices using JAMF and Intune, delivering technical support and resolving hardware failures.• Acted as the first point of contact for troubleshooting issues with iOS and Android mobile devices, maintaining professional client relationships.

Bellevue Washington

• Managed technical hardware and software, including device configuration and management.• Managed the iOffice management tool, coordinating employee building moves and maintaining IT resources.• Troubleshot network cables and security hardware issues, providing technical support and solutions.• Project planned for events, working with external parties for hardware and software needs, and managing the installation of equipment.• Supervised the setup, disassembly, and technical troubleshooting processes for corporate gatherings.• Management and maintenance of A/V hardware, including microphones, cameras, televisions, and projectors.

Bellevue, Washington

• Created new user accounts and facilitated desk setups for new hires, managing IT resources and equipment databases.• Led the IT portion of the new hire onboarding each week, providing system guidance and hardware tutorials.• Imaged new Mac systems and new windows machines for all employees, ensuring device configuration and management.• Provided deskside support for 400+ employees, managing IT tickets via the Jira ticketing system and delivering excellent customer service.• Collaborated with event coordinators and venue staff as the point of contact for the planning and execution of corporate events and meetings, providing comprehensive A/V support and equipment setup.• Managed the day-to-day A/V equipment needs for projects and various organizational needs.

Downtown Seattle

• Created new user accounts and managed keycards for all employees, maintaining IT resources and equipment databases.• Provided onsite hardware support and repairs, resolving hardware failures, and providing technical support.• Purchased hardware and software for departmental and individual use, managing the implementation of services.• Managed setup, operation, and troubleshooting of a wide range of audio/visual equipment, including projectors, sound systems, and recording equipment, ensuring high-quality production and user experience.

Seattle, Washington, United States

• Provided technical support for over 26 device generations and families, including IOS, Beats by Dre, and Mac devices.• Remotely guided users to resolve product issues, delivering remote troubleshooting and excellent customer service.• Created documentation that assisted users and internal Apple employees to better resolve software issues, contributing to knowledge-sharing repositories.• Served as a key escalation point for Tier 1 advisors, providing expert guidance and problem resolution.

Seattle, Washington, United States

• Delivered comprehensive phone support for all IOS devices across the United States and Canada.• Showcased proficiency in IOS and OS X operating systems, effectively troubleshooting and resolving issues.• Utilized screen sharing via Bomgar to guide customers through the resolution of issues with IOS devices and iTunes.• Provided expert phone support for CPU issue resolution, showcasing technical expertise and problem-solving abilities.• Leveraged the iDesk ticketing system to meticulously record issue details and resolutions, ensuring accurate tracking and reporting.

Seattle, Washington, United States

• Provided support to all Starbucks stores in the US, Canada, and the UK, resolving issues related to retail products, internal components, PoS systems, security systems, building maintenance, and websites.• Provided support to SSC corporate employees experiencing issues with corporate computers and software, delivering excellent customer service.

Seattle, Wa

• Disassembly and reassembly of iPhones and select android devices• Knowledge of desktop and laptop hardware components • Proficient in IOS, Android, and Blackberry Platforms • Imaging and reimaging machines using SCCM Image writing software• Proficient in Microsoft Windows versions, XP, Vista, 7, 8 and Microsoft Office Word, Excel PowerPoint, Access and Outlook 2010• Working knowledge of IOS, Windows, and Blackberry mobile devices• Proficient with troubleshooting hardware, software, network and printer issues• knowledge of hardware and networking configuration and installation• Knowledge, set up and breakdown of audio visual equipment

Greater Seattle Area

Taking classes in partnership through Bellevue College to hone my technological skills.learning applications for various operating systems like: OSX, Microsoft, Linux, etc. with Year up providing the instruction and support. .

Education record

Education record