James Houck
IT Specialist at Pivot Bio- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Jonah Murray
It was a pleasure working with Jamie during his time at Brondell. He joined the team while the pandemic was in full swing and he quickly made himself indispensable to the team. From the get-go we worked side by side building the backbone of our department. Soon after, he took on the Support Operations Manager role and excelled beyond our expectations. He is true leader. His ability to unite different teams by finding common ground to produce the best solution for all involved, was more than commendable, Especially during some of the more difficult times. Once he set his mind to something he was able to overcome any obstacle and enact his vision flawlessly, never afraid to think outside the box. From building internal processes, outlining new policies, finding and creating efficiencies in our CRM, his contributions helped lay a new foundation for our department. Throughout any project he would always approach an issue with an open mind, a curiosity that drove his expertise, and an ear that was always ready for feedback. His passion was not only our customers, but his team. He is the most encouraging and helpful person I've had the privilege to work with. I would highly recommend him for any role he wishes to pursue, especially leadership. Wherever he goes, he will excel, because that's just who he is.
Renee Khoury
It’s been a pleasure working alongside and under Jamie for almost two years at Brondell. His ongoing passion for finding more successful solutions to better a business and the overall buyer experience is a motivation. While Jamie is focused and a hard worker, he is also always ready to support his team, providing them with the necessary feedback, encouragement, and a good laugh. He would truly be a valuable member for any future team.
Jonah Murray
It was a pleasure working with Jamie during his time at Brondell. He joined the team while the pandemic was in full swing and he quickly made himself indispensable to the team. From the get-go we worked side by side building the backbone of our department. Soon after, he took on the Support Operations Manager role and excelled beyond our expectations. He is true leader. His ability to unite different teams by finding common ground to produce the best solution for all involved, was more than commendable, Especially during some of the more difficult times. Once he set his mind to something he was able to overcome any obstacle and enact his vision flawlessly, never afraid to think outside the box. From building internal processes, outlining new policies, finding and creating efficiencies in our CRM, his contributions helped lay a new foundation for our department. Throughout any project he would always approach an issue with an open mind, a curiosity that drove his expertise, and an ear that was always ready for feedback. His passion was not only our customers, but his team. He is the most encouraging and helpful person I've had the privilege to work with. I would highly recommend him for any role he wishes to pursue, especially leadership. Wherever he goes, he will excel, because that's just who he is.
Renee Khoury
It’s been a pleasure working alongside and under Jamie for almost two years at Brondell. His ongoing passion for finding more successful solutions to better a business and the overall buyer experience is a motivation. While Jamie is focused and a hard worker, he is also always ready to support his team, providing them with the necessary feedback, encouragement, and a good laugh. He would truly be a valuable member for any future team.
Jonah Murray
It was a pleasure working with Jamie during his time at Brondell. He joined the team while the pandemic was in full swing and he quickly made himself indispensable to the team. From the get-go we worked side by side building the backbone of our department. Soon after, he took on the Support Operations Manager role and excelled beyond our expectations. He is true leader. His ability to unite different teams by finding common ground to produce the best solution for all involved, was more than commendable, Especially during some of the more difficult times. Once he set his mind to something he was able to overcome any obstacle and enact his vision flawlessly, never afraid to think outside the box. From building internal processes, outlining new policies, finding and creating efficiencies in our CRM, his contributions helped lay a new foundation for our department. Throughout any project he would always approach an issue with an open mind, a curiosity that drove his expertise, and an ear that was always ready for feedback. His passion was not only our customers, but his team. He is the most encouraging and helpful person I've had the privilege to work with. I would highly recommend him for any role he wishes to pursue, especially leadership. Wherever he goes, he will excel, because that's just who he is.
Renee Khoury
It’s been a pleasure working alongside and under Jamie for almost two years at Brondell. His ongoing passion for finding more successful solutions to better a business and the overall buyer experience is a motivation. While Jamie is focused and a hard worker, he is also always ready to support his team, providing them with the necessary feedback, encouragement, and a good laugh. He would truly be a valuable member for any future team.
Jonah Murray
It was a pleasure working with Jamie during his time at Brondell. He joined the team while the pandemic was in full swing and he quickly made himself indispensable to the team. From the get-go we worked side by side building the backbone of our department. Soon after, he took on the Support Operations Manager role and excelled beyond our expectations. He is true leader. His ability to unite different teams by finding common ground to produce the best solution for all involved, was more than commendable, Especially during some of the more difficult times. Once he set his mind to something he was able to overcome any obstacle and enact his vision flawlessly, never afraid to think outside the box. From building internal processes, outlining new policies, finding and creating efficiencies in our CRM, his contributions helped lay a new foundation for our department. Throughout any project he would always approach an issue with an open mind, a curiosity that drove his expertise, and an ear that was always ready for feedback. His passion was not only our customers, but his team. He is the most encouraging and helpful person I've had the privilege to work with. I would highly recommend him for any role he wishes to pursue, especially leadership. Wherever he goes, he will excel, because that's just who he is.
Renee Khoury
It’s been a pleasure working alongside and under Jamie for almost two years at Brondell. His ongoing passion for finding more successful solutions to better a business and the overall buyer experience is a motivation. While Jamie is focused and a hard worker, he is also always ready to support his team, providing them with the necessary feedback, encouragement, and a good laugh. He would truly be a valuable member for any future team.
Experience
-
Pivot Bio
-
United States
-
Biotechnology Research
-
300 - 400 Employee
-
IT Specialist
-
Dec 2022 - Present
-
-
-
Brondell Inc.
-
United States
-
Wellness and Fitness Services
-
1 - 100 Employee
-
Customer Support Operations Manager
-
Sep 2020 - Nov 2022
•Drive operational changes through refinement and automation of internal processes by incorporating end-to-end tools and software. •Manage project initiatives from a high level to ensure all stakeholders are appropriately informed. •Build individual & department KPIs to grow business and increase support throughput. •Build and manage a team of specialized Support Coordinators to provide vendor support while expanding company-wide influence through new initiatives. •Drive and maintain community engagement to improve consumer sentiment and satisfaction by formalizing escalation processes to increase the efficacy of social media and sales teams. •Create and drive content creation for internal knowledgebase, quality assurance, and training programs. •Support BPO relationships to grow the technical support team. •Align departments to form a unified growth and communication strategy. •Successfully managed technical support growth projects through a ~90% sales spike in 2020. •Manage Zendesk and Atlassian Suite administration and integration needs. Manage Licenses for associated software applications (Grammarly, TextExpander, LucidCharts).
-
-
-
Sitel Group
-
Outsourcing and Offshoring Consulting
-
700 & Above Employee
-
Insurance Producer // Team Lead
-
Nov 2018 - Jun 2020
• 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 interfacing with client to stay up to date with current compliance requirements to meet SLAs. • 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 • Use CRMs such as Salesforce to track escalation tickets and quality reports
-
-
-
The UPS Store
-
United States
-
Retail
-
700 & Above Employee
-
Store Manager
-
Oct 2012 - Sep 2018
• 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 • Represent company at area office meetings of local owners and managers
-
-
-
Micro Research Technologies
-
United States
-
Information Technology & Services
-
Network Technician
-
Oct 2015 - 2016
• 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
-
-
-
Staples
-
United States
-
Retail Office Equipment
-
700 & Above Employee
-
Computer Technician
-
Apr 2008 - Oct 2010
• 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.
-
-
-
GameStop
-
United States
-
Retail
-
700 & Above Employee
-
Sales Associate
-
Apr 2005 - Apr 2007
-
-
Education
-
2007 - 2008
Frostburg State University
-
2003 - 2007
Towson High School
Diploma
Community
