Eli G. Email & Phone Number

Raleigh, North Carolina, United States

• Perform annual information technology risk assessments that are used to develop the annual information technology audit plan.• Plan and draft information system reviews.• Execute internal audit testing of information systems.• Perform walkthroughs of information technology-related processes for the purpose to evaluate the design and effectiveness of the implemented internal controls.• Effectively interpret and apply IT governance, security and privacy, system development, and other leading frameworks including (but not limited to) NIST and COBIT.• Use data analysis tools to script/program/visualize data, such as PowerBI and Tableau.• Retrieve data through the use of scripting tools such as SQL, Python, R and other general, data storage/database platforms.• Understand and apply data literacy regarding the systems and data-sources to retrieve and validate the data (ETL).• Document work performed and then prepare observations and recommendations for corrective action.• Communicate the results and recommendations to agency staff and management.• Assist to grow capabilities and build maturity of overall the data analytics program.• Assist the internal audit team with general data extraction, data analytics, and other technology needs.• Serve as a consultant and business partner with all levels of management.

Raleigh, North Carolina, United States

• Perform hardware and software installations, repairs, maintenance, and upgrades on computers, mobile devices, and audio-visual equipment for several departments within City of Raleigh. Provide support for Windows 10, 11, iOS, and Android operating systems.• Maintain documentation for each incident or request in ServiceNow, escalate complex problems to support teams, and assist in updating the knowledge base.• Coordinate repair services with manufacturers for equipment under warranty.• Utilize a variety of tools, (ServiceNow, SCCM, Active Directory, ManageEngine,NexThink, InTune, Azure, Jamf, LogRhythm) to diagnose error or technicalproblems and determine proper solutions.• Extract data from ServiceNow and use Excel to analyze and build reports to assist intracking assets’ lifecycle, working closely with ITAM personnel.• Coordinate with end-users/IT liaisons to deploy new-lease equipment and pick upoff-lease equipment.• Achievement: Provide backup supervisory duties for Field Technical Support teamof four technicians when the official supervisor is on leave or unavailable.

Cary, Nc

• Supervised daily operations of US service desk of four agents, analyzed workflow, established priorities and standards, set deadlines, engaged individually and collectively with team to ensure the success of tech support provided.• Trained and provided guidance to new hires to help them become self-sufficient in their roles.• Monitored service desk tickets using Cherwell, created reports using MS Excel/Power BI, and used specific KPIs (Key Performance Indicators) to measure team’s performance.• Directly drove ticket escalations to ensure resolutions met SLAs (Service Level Agreements).• Assisted in working ticket, chat & phone call queues during busy, high-pressure periods to ensure SLAs were met.• Extracted data from Cherwell and used Excel/Power BI to analyze and prepare weekly and monthly productivity reports. Reported metrics to client and global management team on a weekly basis or when requested.• Extracted data from Cherwell and used Power BI to maintain dashboard showcasing the progress of our team to management.• Collaborated with clients, internal teams, and international service desks (Poland, Malaysia & India) to ensure smooth process functions or to initiate corrective action if processes failed.• Acted as the primary service desk point-of-contact for North America and South America client regions, for general client inquiries, urgent escalations or the facilitation of ticket resolutions among global resolver groups during M-F, 9 am-6 pm.• Achievement: Helped increase client survey satisfaction score from 3.1 to 4.9 (out of 5) within five months of leading the team and maintained high customer satisfaction scores throughout tenure.• Achievement: Helped improve the reputation and visibility of the US service desk, which led to the approval to add five additional analysts to the team prior to my departure.

Cary, Nc

• Provided general remote IT support to configure and reset account access, and troubleshoot general hardware, software, network, and application issues on laptops, desktops, mobile devices, printers, scanners, and peripherals for over 2,000 end-users through North/South America. Logged tickets on ServiceNow while maintaining standards for performance metrics/SLAs.• Reviewed and tracked issues to ensure root cause analysis is performed and documented. Coordinated these activities with other departments in Information Systems and business partners.• Used ServiceNow to analyze technical issues and take action to correct or minimize outages and performance issues by monitoring events and alerts related to system and network issues.• Utilized a variety of tools (PC diagnostics, SCCM, security endpoint protection software, Active Directory, MFA) to diagnose and assist in the resolution of various technical issues.• Led or resolved and escalated issues to the 3rd level application and infrastructure teams.• Assisted in maintaining the knowledge base updated by editing or creating articles.• Achievement: Oversaw general progress of new hires and provided guidance asthey adapted to become self-sufficient in their roles. Provided feedback to management to ensure the success of the training plan.

Cary, North Carolina

• Provided remote IT support to configure and reset account access, and troubleshoot general hardware, software, network, and application issues on laptops, desktops, mobile devices, printers/scanners, and peripherals for nearly 1,000 end-users. Supported Windows 10, iOS, and Android operations systems.• Logged tickets on ServiceNow while maintaining standards for performance metrics/SLAs.• Pushed software to endpoints using SCCM after approval had been granted by appropriate access groups.• Utilized a variety of tools (PC diagnostics, SCCM, security endpoint protection software, Active Directory, MFA) to diagnose and assist in the resolution of various technical issues.• Led or resolved and escalated issues to the 2ndrd level application and infrastructure teams.• Collaborated with knowledge manager and resolver groups to maintain the knowledge support content lifecycle from authoring through publication using ServiceNow.• Achievement: Successfully managed my time and responsibilities for eight months to continue my role as an Analyst while supporting the knowledge base responsibilities after the knowledge manager left the role.

Cary, North Carolina

• Provided general IT support to configure and reset account access, and troubleshoot general hardware, software, network, and application issues on laptops, desktops, mobile devices, printers/scanners, and peripherals for over 2,000 end-users. Supported Windows 10, iOS, and Android operations systems.• Logged tickets on ServiceNow while maintaining standards for performance metrics/SLAs.• Pushed software to endpoints using SCCM after approval had been granted by appropriate access groups.• Utilized a variety of tools (PC diagnostics, SCCM, security endpoint protection software, Active Directory, MFA) to diagnose and assist in the resolution of various technical issues.• Assisted in maintaining knowledge base articles updated.

Cary, Nc

• Used a combination of proprietary and 3rd party software and data analysis tools toevaluate the efficiency of technician routes, predict impacts on the delivery ofservice repairs, and correct route irregularities promptly.• Collaborated with offshore teams, technicians, and management to minimize theimpact on customer satisfaction experience.• Extracted data from ServicePower and build reports using Excel to analyze metricsand ensure SLAs were met or plan how to cover gaps in company processes.• Extracted data from ServicePower and built reports using Excel to showcaseproduction feedback to management on call growth, group specialization, road speed, or other parameters that might affect service.

• Produced, shot and photographed a wide range of events, such as weddings, corporate meetings, sports competitions, music videos, and short films to meet clients’ needs.• Implemented/designed necessary lighting, microphone and camera setups, per each project’s needs. Often involving familiarity with various audio-visual equipment (projectors, laptops, mixing boards, microphones, etc.)• Performed troubleshooting on audio-visual equipment (video cameras, microphones, projectors, lights, etc.) to avoid impact on clients’ needs.• Digitally edited video footage on non-linear editing platforms.• Performed digital color correction on photographs.• Delegated labor to team of 1-2 individuals, in accordance to project needs.