SAMUEL B. HAIRSTON, MBA
Newnan
Summary
Dynamic Technical Support Analyst II with Cobb County Government, recognized for enhancing customer satisfaction by 15% through effective team leadership and process optimization. Proficient in JavaScript and technical troubleshooting, I excel in training facilitation and collaboration, driving efficiency and minimizing downtime while ensuring robust system performance and data integrity.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Technical Support Analyst II
Cobb County Government
08.2017 - Current
- Led high-performing four-member output systems team, meeting and exceeding US client standards, resulting in 15% increase in customer satisfaction
- Implemented automation of monitoring tasks, saving 2 hours of daily manual effort and increasing work efficiency by 15%.
- Served as recovery manager during business continuation plan (crisis management) conferences, effectively resolving live problems and minimizing client impact, resulting in 30% reduction in downtime
- Provided daily support for product integration services with multiple business partners, including real-time mainframe batch processing service reliability and customer satisfaction
- Facilitated as an internal project trainer, delivering hands-on training to multiple incoming associates and producing comprehensive reports, resulting in a 20% increase in onboarding efficiency and knowledge retention
- Provided technical support to end-users, troubleshooting hardware and software issues, resulting in a 20% reduction in downtime and 15% increase in productivity
- Assisted in the installation, configuration, and maintenance of servers, networks, and computer systems, ensuring smooth system performance
- Conducted regular system monitoring and performance tuning, identifying and resolving potential bottlenecks, resulting in 25 increase in resource utilization efficiency
- Implemented robust backup and disaster recovery procedures, ensuring data integrity and reducing the risk of data loss by 90%
CEO
Tek-Republic
East Point,
11.2001 - 06.2012
- Formulated and executed company vision and mission, driving growth and innovation.
- Established accountability culture and performance excellence across all departments.
- Led organizational restructuring efforts, improving operational efficiency by 20 percent.
- Developed key performance indicators (KPIs) to enhance employee productivity.
- Fostered strategic partnerships with industry leaders to strengthen market presence.
- Directed risk management initiatives, mitigating potential threats to business continuity.
- Implemented financial forecasting models, enhancing budget accuracy and resource allocation.
- Monitored industry trends to identify growth opportunities and competitive advantages.
Product Support Supervisor
United Technologies Corporation
Duluth
12.2007 - 05.2011
- Supervised team of product support specialists, driving improvements in performance and customer satisfaction metrics.
- Developed training programs for new team members, increasing onboarding efficiency by 25%.
Education
MBA - Management Science
Saint Leo University
Saint Leo, FL06-2010
Bachelor of Science - Computer and Information Systems
Saint Leo University
Saint Leo, FL05-2007
Skills
- Regression analysis and decision trees
- Hypothesis testing
- Data processing with Hadoop
- Microsoft Excel and Office
- Oracle database management
- JavaScript and SQL programming
- Java development
- Technical troubleshooting
- Networking fundamentals
- Hardware installation and maintenance
- System monitoring and backup procedures
- Customer relationship management
- Process optimization
- Training facilitation and effective communication
- Team collaboration skills
- Remote technical support and application assistance
- Security protocols
Certification
- Cisco CCNA, 07/02
- COMPTIA A+, 10/99
Languages
- Javascript
- SQL
- Java
Leadership Experience
MBA Student Senate, Saint Leo University, 2009
TRAINING
INFOTECH ACADEMY: Leadership development certificate program to enhance core competencies in (Infrastructure and Operations, PPM&Projects, People and Resources, Privacy and Security)
Timeline
Technical Support Analyst II
Cobb County Government
08.2017 - Current
Product Support Supervisor
United Technologies Corporation
12.2007 - 05.2011
CEO
Tek-Republic
11.2001 - 06.2012
MBA - Management Science
Saint Leo University
Bachelor of Science - Computer and Information Systems
Saint Leo University