James Huston
Apex,NC
Summary
Experienced IT professional with a decade-long tenure at Lenovo and over 15 years of comprehensive industry experience. Demonstrated track record of leading teams, resolving technical issues, and implementing process enhancements. Committed to enhancing customer satisfaction and fostering lasting relationships by effectively addressing and resolving concerns.
Overview
11
11
years of professional experience
Work History
Premier Support Technical Team Lead
Lenovo
01.2019 - Current
- Work with Sales Representatives, and Technical Account Managers on technical escalations to internal Lenovo escalation teams for resolution of customer issues
- Identify emergent trends to bring potential issues to escalation teams before they become larger issues
- Work with Premier training staff to identify ongoing training areas for premier agents
- Familiarize myself with new product introductions to identify new and changed areas for training
- Spearheaded the first Internal Premier Support Knowledge Wiki. This served as one of the core launch knowledgebases for the Lenovo UKM support resource.
Premier Support Technical Support Specialist
Lenovo
01.2018 - 01.2019
- Diagnosed and resolved complex technical issues for customers ranging from individual users to large business organizations with a focus on delivering exceptional customer service
- Work with Premier management to monitor, track, and escalate customer issues.
Deskside Support Team Lead
Unisys
01.2016 - 01.2018
- Coordinate deskside engineer coverage between campuses
- Take lead in managing new system deployment creation and inventory assignment
- Work with Human Resources to manage system deployment for new employee hire systems
- Communicate feedback between deskside team and Tier 1 helpdesk support for better ticketing processes to more efficiently help end users
- Monitor asset inventory for internal assets
- Continued Deskside support duties for employees
Deskside Support Engineer
Unisys
01.2014 - 01.2016
- Provide deskside software and hardware support services for local and remote employees
- Software support for but not limited to Windows 7 and Windows 10, Microsoft Office 2007 through 2016, Microsoft Lync, Symantec Endpoint Protection, and Hyperion Brio
- Hardware support for memory installation, hard drive migration, and problem diagnostic for repair escalation
Education
AA - CIS - Computer Networks Option
Prince George's Community College
LARGO, MD01.2002
Skills
- Problem Determination and Resolution
- Process Improvement and Documentation
- Communication and Collaboration
- Operating Systems: macOS 1015, Windows XP, Windows 7, Windows 10 and 11,
- Hardware: Build and maintaining computers ranging from desktops and laptops to entry level business servers
- Software: MS Word, MS PowerPoint, Microsoft Office 2010-2021 and 365
Timeline
Premier Support Technical Team Lead
Lenovo
01.2019 - Current
Premier Support Technical Support Specialist
Lenovo
01.2018 - 01.2019
Deskside Support Team Lead
Unisys
01.2016 - 01.2018
Deskside Support Engineer
Unisys
01.2014 - 01.2016
AA - CIS - Computer Networks Option
Prince George's Community College
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