Edric R. Email & Phone Number

• Guide company operations, including talent acquisition, training, development, scheduling and supervision.• Identify plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.• Review sales, customer concerns and new opportunities to drive business strategy at weekly planning sessions.• Implement incident management responses, including troubleshooting, root cause analysis and issue resolution.• Expanded customer base by 28% by determining customer desires and requirements to provide attractive services.• Oversaw purchases of IT equipment and software.• Worked with support teams to resolve issues with product, service or accounting areas. • Tracked trends and suggested enhancements that would both challenge and refine the company's product offerings.• Communicated with customers and customer service teammates to develop a deep understanding of the client's needs and current market landscape.• Worked with management at the project level to ensure expense plans are achieved.

Falls Church, Virginia, Us

• Provided IT Support as a Technical Team Lead for the US Department of Veterans Affairs employees and contractors.• Consistently met deadlines and requirements for all production requested from Operations Managers.• Adhered to company policies, HIPPA, technical procedures and standards for preserving the integrity and security of data, reports and access.• Collaborated with GDIT SharePoint/Fuse team in the development of SharePoint Team Site for the entire Veteran Affairs Enterprise Service Desk totaling 685 members.• SharePoint Site Administrator for GDIT Veteran Affairs Enterprise Service Desk Project.• Created tools document performance, metrics, report major outages, request for VA ESD Team Time Off Calendars, and Service Desk Agents Reviews.• Created SharePoint team training library for VA Enterprise Service Desk Agents, Program Management, Operations Managers, Supervisors, Technical Leads, Incident Managers.• Used Nintex Workflows within SharePoint to created automated response and alerts.• Troubleshooted, resolved, or escalated issues with computer hardware, mobile devices, network drives, COTS software, and VA Talent Management System.• Resolved or escalated email encryption issues for Veteran Affair Employees and contractors.• Reset and unlocked user account within Active Directory , Vista Software, Airwatch, Dragon Naturally Speaking, Good Mobile and etc. • Identified, evaluated and solved end-user PIV Card login issues with secure applications and sites.• Utilized ServiceNow, MS Excel, MS Visio, and MS Project to document incidents, requests, and workflow.• Implemented efficient call management that helped to drive KPI performance and provided real time reporting to Operations team.• Continuous on-boarding and up-training to prevent deficiencies/gaps in knowledge.• Promoted from IT Helpdesk Tech to IT Customer Support Analyst.

Falls Church, Va, Us

• Served as an initial point of contact for End-users to resolve or escalate problems relating to enterprise desktops, laptop, and mobile devices.• Used ServiceNow ticketing system to Correctly recorded incidents and requests.• Troubleshooted, diagnosed, researched, documented, and resolved technical issues involving Windows 7 Enterprise, Microsoft Office Applications, email, other special Applications, Internet connections, and hardware/peripheral equipment via telephone.• Assisted End-users in setting up, gaining access to and resolving issues with VPNs and Secure Sites.• Identified, evaluated and solved end-user PIV Card login issues with secure applications and sites.• Assisted end-users on setting up and troubleshooting issues with external Windows to Go USB Drives.• Determined which specialty group can best resolve a problem and assign the task to those groups; such as End-User Support, Customer Support, Network Support, or InfoSec/Security/ESOC Support, or System Engineer/Administrator Support Teams when a solution cannot be provided telephonically.• Assisted end-users in setting up and resolving issues with RSA SecurID Tokens.• Reported recurring problems and patterns of problems to management.

• Managed accounts receivable and payable, inventory, budget, payroll, marketing, daily company operations and end of day reports.• Shared best practices for sales and customer service with other team members to help improve the company's efficiency.• Trained and developed team members throughout 9 year business history.• Coordinated with various teams for disaster planning and performed network backup and monitored recovery processes. • Monitored use of data files and regulated access to protect secure information.• Supervised remote helpdesk support for business clients via Citrix GoToMyPC, AVG CloudCare Remote IT, and LogMeIn.• Installed low voltage cable such as cat 5e, coaxial, hdmi, Siamese cable.• Built and upgraded computers. • Repaired Windows and Apple based laptops and desktops computers. • Repaired, configured, and serviced Apple and Android based cell phones.• Leveraged open source tools to make multi-boot USB hard drive to keep all technician programs in one location.• Maintained, troubleshot, installed and configured POS Systems for businesses.• Installed and configured video/audio conference rooms and media rooms. • Maintained, troubleshot, installed and configured residential and business networks.

Hanover, Md, Us

• Responded to requests for technical assistance in-person, by phone, email and using remedy ticket management system.• Created Active Directory user accounts, setup/management of laptops and desktops computers.• Installed, repaired, and preformed preventative maintenance of personal computer and related software/hardware remotely, over the phone or at desk side.• Identified, evaluated and solved end-user workstation problems. • Correctly record work requests using the Remedy Ticketing system. • Used approved tools and methodologies to image, copy and configure systems for deployment.• Provided user data and application recovery.• Repaired and Maintained Linux based medical computers.• Assigned network printers Static IP addresses and resolve any issues with network printers.• Created Work Order for vendors to complete repairs and upgrade to network infrastructure and Workstations.•Installed and Configure Cisco Blade Switches.• Maintained, replaced, and troubleshot issues with Dell Wyse Winterm units.

• Supervised deployment team technicians and worked with IT Project Managers.• Upgraded hardware and software for business client workstations.• Removed outdated hardware and software from business client workstations.• Verified all software is installed correctly on computers.• Traveled to client to completed work orders.• Provided direct support and updated information to helpdesk personnel.• Diagnosed malfunctioning hardware and software.• Completed assigned work orders in a timely manner.

• Installed and diagnosed cable, high speed internet, and digital phone services. • Tested signal strength to ensure optimum reception.• Installed equipment, network interface units, and coaxial wires.• Performed various technical tasks with minimal to no supervision.• Completed necessary paperwork with each work order in a timely mannerin order to ensure all details of the work are recorded for entry.

• Installed and maintain telecommunication, copper wiring, and fiber optics.• Configured broadband and video applications over 4 pair UTP wiring. • Installed security cameras. • Installed 600- 900 pair cable.• Terminated and setup fiber optic, cat 5e, cat 6, and 600-900 pair cables. • Installed inside and outside plant, cables, conduits and manholes. • Performed routine work on existing equipment as well as add-ons, moves and changes.

Robins Afb, Ga, Us

• Managed the squadron’s information systems hardware and software. • Implemented the configuration, management, and initial diagnostics.• Installed and configured hardware and software on information system. • Removed and replaced components and peripherals to restore system operations. • Ran system diagnostics to hardware and software malfunctions. • Managed and assisted others in content management of web sites and pages. • Monitored and managed information system security programs.• Manage and secured squadron records.• Assisted squadron commander in daily operations.

Computer Science/Biology

Information Management