Justin Hill

Experience

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  UBreakiFix

  Nov 2016 - Nov 2020

  General Manager - Computer Specialist

  Led store operations as General Manager, pioneering service innovations and enhancing customer satisfaction while driving significant business growth and technical excellence.- Service Innovation and Marketing: Launched and successfully marketed a custom PC program, filling a market gap with competitively priced consumer-grade customizations, which significantly boosted store profits.- Advanced Technical Repairs: Recognized leader in Phoenix for electronic restoration and data recovery, particularly in advanced soldering for SMD and IC chip repairs on high-demand gadgets.- Operational Excellence: Revamped inventory and RMA processes with systematic improvements, ensuring efficient operations and minimizing errors.- Customer Dispute Resolution: Skillfully managed customer disputes with empathy and technical clarity, offering alternative solutions that maintained customer satisfaction and drove additional revenue.Leadership and Team Development: Fostered a culture of excellence through rigorous training programs, enabling staff to achieve official certifications and enhancing overall store performance. Show less

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  Razer Inc.

  May 2019 - Aug 2019

  Computer Specialist

  Excelled in the technical repair of high-performance gaming laptops, demonstrating advanced troubleshooting skills and a strong commitment to quality and efficiency in a fast-paced environment.- Comprehensive Hardware Repairs: Diagnosed and repaired a wide range of hardware issues including LCDs, hard drives, SSDs, keyboards, trackpads, casings, motherboards, and RAM, ensuring each component met strict OEM specifications.- Process Innovation: Implemented PassMark BurnInTest for automating system testing, significantly enhancing the repair team’s efficiency and accuracy in performance evaluation.- Quality Assurance & Impact: Achieved a zero return rate by maintaining exceptional repair quality and reliability, directly contributing to the rapid clearance of a significant repair backlog.- Team Training & Efficiency: Trained and guided the repair team on new testing and repair processes, fostering a culture of continuous improvement and efficiency.Project Completion: Cleared over a year’s backlog of repairs in just 1.5 months, demonstrating exceptional efficiency and effectiveness, concluding the contract 10 months ahead of schedule. Show less

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  Bank of America

  Nov 2020 - Jul 2021

  Internal Tech Support I

  Provided advanced technical support to internal staff, focusing on crisis management and efficient resolution of high-stakes technical issues to ensure seamless operational continuity.- Advanced Technical Support: Offered critical Level 1 & 2 support, resolving high-stakes technical issues under tight deadlines, including a notable incident resolving a technical problem for a C-suite executive before a live national broadcast.- Process Efficiency: Utilized ITSM, Salesforce, and custom Python scripts to double the number of daily support calls handled, significantly improving support efficiency and response times.- Employee Onboarding & Integration: Streamlined the technical setup and onboarding for new employees, reducing early-stage questions and speeding up the integration process with detailed guides and cheat sheets.- Complex Issue Resolution: Addressed and resolved intricate technical problems with essential banking systems, ensuring operational continuity, such as troubleshooting a malfunctioning bank vault at close of business.- Telecommunications Support: Assisted in the maintenance and configuration of Cisco Landline and VOIP systems, crucial for roles like mortgage brokers and stock traders. Show less

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  Subspace Labs

  Jul 2021 - Feb 2024

  Community & Technical Support Manager

  Initiated, built, & led the technical support division, playing a critical role in building and nurturing an open source community based support structure that was central to the startup's ability to support our growing user base..Responsibilities: - Designed and implemented a sustainable support system leveraging community volunteers and staff members.- Managed and mentored a team of over 200 support personnel, providing training and guidance.- Created and maintained comprehensive documentation for the open-source product.- Collaborated with the development team to identify, troubleshoot, and resolve technical issues efficiently.- Communicated complex technical information clearly and concisely to non-technical users.Implemented and maintained critical infrastructure, including email, domain, networking, and servers.Key Impacts :- Optimized the support structure to ensure timely assistance for a large user base, resulting in increased user satisfaction and reduced resolution times.- Onboarded and trained over 100 community volunteers, expanding the support team's capacity and expertise.- Streamlined the release process by resolving key issues, reducing release times from 4-5 days to 1-3 hours.- Implemented an automated code signing process, enhancing security and saving the development team over 300% of their time commitment. Show less

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  Exiger

  Jul 2024 - now

  Senior Application Support Manager

  As a Senior Application Support Manager, I play a pivotal role in delivering technical support across Exiger's product suite. My responsibilities encompass supporting both internal teams and external clients, from presales through to customer onboarding and ongoing operations. This includes optimizing support processes, contributing to knowledge bases, and ensuring seamless platform integrations.Key Responsibilities:- Developing in-depth expertise in Exiger's diverse product offerings.- Streamlining support processes and identifying opportunities for automation.- Managing client setups, including platform and SSO integrations.- Providing timely and effective support to end-users, coordinating escalations when necessary.- Participating in product testing and providing feedback to development teams.- Supporting server management and contributing to a global follow-the-sun support model. Show less