Eric H.

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. ...

 

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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

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