Eric H.

Technical Support Specialist

Chicago , United States

Experience: 21 Years

Eric

Chicago , United States

Technical Support Specialist

48000 USD / Year

Immediate: Available

21 Years

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About Me

Over twenty-years of experience in Information Technology, Administrative Support and Customer Service with major corporations. Developed, tested,implemented and supported software, hardware and application programs for complex business demands. Work...

Skills

Positions

Technical Support Specialists

Technical Supports

Client Service Specialists

Customer Support Representatives

Portfolio Projects

Description

Responsible for installation and support services for PCs and printers, and includes all aspects of PC hardware and software support, installation and troubleshooting.
Headed Refresh team responsible for imaging new laptops using Pxe boot/WIM imaging tools
Replaced employee out-of-lease laptops with these new Dell 7490s, upgrading from Windows 7 to Windows 10 during the process
Distributed software and soft tokens using LanDesk and RSA
Refresh included client scheduling, data transfers and deployment
Updated Active Directory with new user information and OUs
Desktop support of senior level executives and the Admin staff
Managed user requests and issues using the Remedy Ticketing System
Verified disk encryption using BitLocker.
Responsible for installation and support services for PCs and printers, including all aspects of PC hardware and software support, installation and troubleshooting.

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Description

Travel to various Client locations throughout the Midwest facilitating Active Directory Domain Migrations
Provide exceptional customer service to ensure a smooth transition to new domain and software for all users
Resolve post-migration issues as they occur and escalate those that require higher level intervention reporting new issues immediately
Create and maintain status logs and user migration spreadsheets on a daily basis

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Description

Responsible for offsite technical support for PCs and printers, including all aspects of hardware and software support, installation and troubleshooting.
Timely response to ServiceNOW trouble tickets entered by senior level executives and their staff
Accurate documentation of support issues at all offsite locations
Participated in migration of Windows 7 to Windows 10
Re-Imaged new or corrupt laptops & PCs

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Description

Updating & monitoring Remedy Call-Tracking System and escalating per SLAs
Logs and prioritizes incoming service calls and provides service updates to problem tickets as required by Service Level Agreements (SLAs)
Interface with internal and external Telecommunication Vendors
Ensures timely attention to the incident management process through which incidents and resolutions are controlled.
Support IPC Turrets and Avaya phone systems
Conducts problem recognition, research solutions, isolation and follow-up steps
Responds to telephone calls, emails and personnel requests for technical support
Documents, tracks and monitors incidents from origin through resolution to ensure a timely resolution
Interact with network services, software systems engineering and/or applications development to restore service
Assist senior teams, business peers and clients in identifying and correcting core problems
Setting up and/or re-setting voice mail or user-id access/passwords via MS/Active Directory
Recommends system modifications to reduce incidents and problems