Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Samuel Henson

Samuel Henson

Phoenix

Summary

Versatile IT Technician equipped to swiftly resolve hardware issues, implement new assets, and ensure seamless business operations. Extensive knowledge of Perl, Javascript, PHP, SQL, TSQL, HTML, and other programming languages enables adaptation to rapidly changing work situations and employee needs. Consistent track record of contributing to the success of technical operations and technological procedures, committed to delivering consistent benefits to the organization.

Overview

12
12
years of professional experience

Work History

IT Technician

Iconic Results
09.2022 - Current
  • Acted as the go-to person for technical issues for both in-house and remote agents, addressing VPN troubleshooting, sound problems, and hardware malfunctions involving laptops, desktops, peripheral devices, and printers
  • Developed essential technical documentation previously lacking, significantly improving knowledge base for ongoing technical support
  • Saved the department hundreds of hours of data entry and cleaning annually through custom Perl scripts
  • Regularly utilized MySQL Workbench for database management tasks, including discrepancy resolutions, data restoration, report generation and record comparisons.
  • Gained novice to advanced level proficiency on-the-job in programming languages including Perl, JavaScript, PHP, VBA, Bash, and SQL
  • Developed a 'Lead List Parser' script (999 lines): Cleans and normalizes data using regex, transforms data, and populates missing data fields
  • Created 'ListOrder' tool (200 lines): Utilizes the Fisher-Yates algorithm for data randomization and file management, enhancing data processing efficiency
  • Implemented a 'Do Not Call/Number Cleaner' script (150 lines): Ensures compliance by meticulously comparing DNC lists against active records
  • Utilized PowerShell for converting spreadsheets into custom JSON formats, later transitioning these scripts to Python to enhance intuitiveness and maintainability
  • Designed and implemented API solutions for lead generation, employing JavaScript for sophisticated data logging, filtering, and collection
  • Integrated systems using Zapier, boosting operational efficiency and data accuracy for CICD
  • Orchestrated email automation transitions from PowerShell using a .NET protocol to JavaScript with Mailjet, adapting to new security protocols
  • Led the setup and management of a remote team in the Philippines, overseeing technology setup and operations for six months
  • Maintained and optimized performance, security, and reliability of five Access databases; led the development of two new databases tailored to specific operational needs
  • Extensively used VBA to enhance database functionality, creating user interfaces, automating reports, and customizing features to support unique business processes for access database.
  • Facilitated cross-functional collaboration, playing a pivotal role in technical setup and continuous improvement processes
  • Significantly optimized organizational processes, impacting data management and client relationship management
  • Pivoted to a senior technical role with the company, developing perl scripts, php pages, assigning permissions, training, developing scripts/reports for payroll as well as compliance related tasks and managing the codebase.

IT Support Specialist

Empereon Constar
05.2021 - 10.2022
  • Provided comprehensive technical support to a diverse client base, including wholesale, business, and residential customers
  • Expertly handled a wide range of technologies, such as network routing hardware, TVs, DVRs, extenders, adapters, and other Customer Premises Equipment (CPE), both wireless and wired
  • Troubleshot issues across all network layers using systematic approaches
  • Utilized detailed call flows and troubleshooting scripts to diagnose and resolve complex technical problems efficiently
  • Educated clients on the use and maintenance of their equipment
  • Skilled in de-escalating conflicts and ensuring customer satisfaction by providing clear, concise, and effective communication and solutions
  • Successfully reduced average call time to 10 minutes, demonstrating exceptional efficiency and problem-solving skills
  • This improvement significantly enhanced customer satisfaction and operational throughput

Multifaceted Construction Specialist

Henson construction
03.2013 - 03.2022
  • Engaged in comprehensive home remodeling projects, including installation of drywall, flooring, and insulation
  • Led demolition and cleanup operations, ensuring efficient site preparation and waste management
  • Gained significant experience in concrete mixing, pouring, and finishing for various construction projects, enhancing structural integrity and aesthetics of buildings
  • Performed landscaping duties, including design and maintenance, contributing to the aesthetic and functional improvement of outdoor spaces
  • Skilled in both interior and exterior painting, achieving professional-grade finishes and effectively protecting surfaces
  • Operated a range of heavy machinery crucial to construction and landscaping projects
  • Responsible for the routine maintenance of tools and machinery, ensuring operational safety and efficiency
  • Managed logistics for a storage unit facility, overseeing organization, inventory management, and client service to maximize space utilization and customer satisfaction

Car Salesman

Larry Miller Toyota
09.2020 - 11.2021
  • Expertly guided customers through the selection and purchasing process of new and used vehicles, adapting communication styles to a diverse range of clients from various credit backgrounds
  • Utilized empathetic listening and in-depth product knowledge to align customer needs with optimal vehicle choices
  • Provided personalized vehicle delivery services up to a hundred miles from the dealership, enhancing the customer experience through attentive service and ensuring thorough satisfaction with the final product and purchase process
  • Collaborated with the sales team to organize the vehicle lot according to current stock and sales data, applying strategic thinking to maximize visibility and accessibility of key models, thereby boosting sales potential
  • Ensured high standards of presentation for all vehicles, focusing on meticulous attention to detail and pride in showcasing a pristine product line
  • Achieved consistent sales targets by developing strong rapport with customers, effectively communicating vehicle benefits, and managing negotiations with tact and integrity
  • Enhanced customer retention by providing exceptional follow-up services, addressing concerns with sensitivity and professionalism, and fostering an atmosphere of trust and reliability
  • Improved team morale and efficiency by fostering open communication and mutual respect among peers, contributing to a supportive and productive work environment

Cabin Cleaner Lead

Jetstream ground services inc
11.2018 - 06.2020
  • Held necessary security clearance and led a team in conducting comprehensive security searches, ensuring compliance with TSA, American Airlines, and internal protocols
  • Fostered a collaborative team environment to maintain high safety standards
  • Oversaw the stocking, cleaning, and preparation of aircraft cabins, managing both quick turnarounds and high-quality standards
  • Coordinated team efforts to ensure planes were ready for passenger boarding within stringent deadlines
  • Provided leadership and training to a diverse team, ensuring understanding and adherence to all operational responsibilities
  • Cultivated a supportive and motivated team atmosphere to enhance overall performance and job satisfaction
  • Implemented time management practices that maximized team efficiency
  • Collaboratively managed multiple tasks alongside the team, ensuring all planes met security and cleanliness standards promptly
  • With the support of my dedicated team, achieved a significant milestone by preparing and securing planes in as little as 30 minutes for overnight flights, demonstrating exceptional teamwork and operational efficiency
  • Led a reliable and hardworking team that was frequently entrusted with handling busier sections of the airport due to our consistent ability to manage increased workload effectively
  • Our team's combined efforts were crucial in managing additional responsibilities, allowing the organization to depend on us for maintaining high standards in busier sectors, reflecting our commitment and collaborative success

Customer Support and Sales Specialist

Focus Services
03.2017 - 09.2017
  • Provided first-tier customer support, resolving billing issues and service discrepancies
  • Utilized strong communication and problem-solving skills to de-escalate potential conflicts, ensuring customer satisfaction and maintaining high service standards
  • Successfully transitioned from the customer service team to the sales department, leveraging in-depth product knowledge and customer service experience to boost sales performance
  • Engaged with existing customers to identify upselling and cross-selling opportunities, focusing on enhancing customer relationships and increasing retention rates
  • Implemented targeted sales strategies that aligned with customer needs and preferences
  • Improved customer satisfaction ratings through effective resolution of issues and skilled de-escalation techniques, contributing to a more positive customer experience
  • Demonstrated strong sales abilities by consistently meeting or exceeding sales targets after transitioning to the sales team
  • Played a key role in increasing customer retention rates through personalized service and strategic sales initiatives, ensuring that customers felt valued and engaged

Education

No Degree - Computer And Information Sciences

Maricopa Community College System
AZ

Skills

  • Debugging
  • Application installations
  • Scripting languages
  • Continuous deployment
  • Custom coding
  • Writing queries
  • Process automation
  • Systems administration
  • API integration
  • Normalization techniques
  • Troubleshooting
  • Expertise in Excel
  • MySQL database management

Timeline

IT Technician

Iconic Results
09.2022 - Current

IT Support Specialist

Empereon Constar
05.2021 - 10.2022

Car Salesman

Larry Miller Toyota
09.2020 - 11.2021

Cabin Cleaner Lead

Jetstream ground services inc
11.2018 - 06.2020

Customer Support and Sales Specialist

Focus Services
03.2017 - 09.2017

Multifaceted Construction Specialist

Henson construction
03.2013 - 03.2022

No Degree - Computer And Information Sciences

Maricopa Community College System

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