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.

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.
• 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.

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.
• 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.

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.
• 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.

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.
• 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.

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.
• 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.
• 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.