Eric Medlin Email & Phone Number

Chapel Hill, NC, US

• Created Tech Ministries in 2011 to provide reasonably priced computer and other technology services
• Removed malware and optimized performance on countless computers
• Installed networked computer systems
• Designed and installed small office networking
• Trained individuals and groups in computer and software use
• Currently accepting support requests at http://support.techministries.org/

Durham, North Carolina, US

• Challenged level 1 and level 2 staff to reduce and eliminate waste of low-value service offerings resulting in a 25% reduction of hours and improved performance to high-value services
• Cultivated a robust team culture that resulted in a shallow 2% attrition rate per year over 9 years
• Improved audit readiness of procedural documentation and forms for FDA and commercial sponsor inspections.
• Steered fellow technology directors to implement a support model sign-off early in the project pipeline providing documentation to train level 1 Service Desk staff with proper incident and service request support models
• Designed and delivered a service KPI metrics package to line management for service review and continuous improvement initiatives
• Championed ITIL best practices through the implementation of a new service management system from Ivanti

Durham, North Carolina, US

• Ensured adequate and continual improvement of Service Desk and 2nd level service delivery processes
• Mentored and trained intern for the design and implementation of order tracker web application to optimize meeting supply demand at the lowest cost
• Trained staff in ITIL framework for improved service delivery
• Coordinated 400+ workstation move to the new HQ building during 1 weekend
• Worked with building architects and engineers to outfit new Service Desk bull pin with central bench for computer and telephone build and repair
• Managed A/V integrator to outfit 20+ conference rooms with state-of-the-art audio and video equipment

Durham, North Carolina, US

• Managed, delegated, and continued accountability as Service Leader
• Advocated for and managed the budget for Service Desk through the project and program updates to C level during regular reviews
• Oversaw and approved software and hardware orders for Windows client systems
• Implemented Git source control management for code used in automation projects
• Assisted engineers with implementation of BitLocker drive encryption on all Windows client systems
• Manage RFP and vendor selection for A/V partners to build out conference suit

Durham, North Carolina, US

• Oversaw an internal Technology customer service team that maintained, analyzed, troubleshot, and resolved PC hardware and software issues and identified network problems related to PCs
• Installed and configured PC software and hardware
• Performed PC, phone, and other A/V repairs, upgrades, and replacements as needed
• Performed systems administration on various network platforms, including supporting system engineers with maintenance and project activities
• Mentored and trained other Service Desk specialists in managing a Windows Active Directory environment
• Provided exceptional customer service to internal users (both local and remote) via respectful interactions while providing timely and effective services, working flexible and non-traditional hours as necessary

Morristown, New Jersey, US

• Responsibilities included installing, troubleshooting, securing, and maintaining servers, clusters, storage, and network connectivity
• Worked as part of an International Systems Administration team managing a variety of Windows platforms, including all variants of Windows Back-office OS (Windows 2000, 2003, and 2008)
• Worked closely with other support groups, developers, DBAs, and project managers to define and implement systems, networks, security, and client access
• Installed blades and deployed VMware clients within the ESXi environment
• Worked remotely, providing remote support in an enterprise-level environment
• Performed operating system and third-party software installation, upgrades, and maintenance

Raleigh, North Carolina, US

• Provided consultation and services for networking and Windows servers.
• Resolved malware infections and mitigated risk of new infections through training and system maintenance program
• Securely decommissioned and environmentally disposed of end-of-life equipment

CA

• Designed and promoted Knowledge Management Return on Investment tool to assist in optimizing business discipline – 178% ROI, over $1,000,000 savings in less than 2 years
• Coordinated support groups ensuring all team members resolved service requests to exceed SLA targets
• Analyzed process issues for Call Center continuous improvement
• Guided authors and knowledge primes across multiple organizations to integrate KM processes into incident and change management
• Promoted Level 3 > 2 > 1 > 0 KM discipline within IT and partners
• Developed SQL and other relational data reporting projects

CA

• Provided severity one resolution, surpassing SLA targets and receiving the highest customer satisfaction
• Administered Windows, Storage, and UNIX (HPUX, Solaris, Linux) enterprise physical and virtualized servers across global data centers
• Developed Wiki solution with automated documentation of request resolutions, linking server configurations and vendor contracts
• Created Remedy queue management process and macros in support of SLA
• Established training schedule to cross-train members of the North America Unix Team
• Maintained a secure environment while supporting Nortel’s most sensitive and critical servers

• Hired and managed a highly effective 30+ member regional team
• Completed oversight of prominent PC refresh projects
• Implemented Document Management System to maintain security while improving quality, performance, and cost of PC refreshes
• Guided day-to-day operations for PC deployment and returns
• Integrated corporate policies/processes into the existing program
• Reduced backlog and financial liability of lease returns

CA

• Provided local PC Lease Refresh Vendor Management
• Primed SMS deployments to all Windows 95 and W2k for the Research Triangle Park area
• Primed organization's transition to Remedy
• Aligned Remedy with surrounding process requirements
• Audited and published global case management metrics
• Integrated global processes and tool evolutions into local processes and procedures

CA

• Developed processes to meet contractual service levels for Kodak
• Assisted in call center transition from another provider
• Documented processes developed around a new incident management system
• Supplied Internet consulting to New Product/Service Introduction team
• Performed requirements gathering for global call center Interactive Voice Response (IVR), Computer-Telephony Integration (CTI), and Automatic Call Distribution (ACD)
• Provided computing and network support to local staff

CA

• Designed and developed metrics package for analysis of services provided by Global Enterprise Services support groups
• Developed software tools to increase service provisioning effectiveness
• Maintained effective computing systems and network servers for staff
• Provided superior technical support for callers to the NT4-Help desk

Raleigh, North Carolina, US

• Maintained high workstation availability in computing labs
• Provided technical support to students for HP-UX OS and application issues

CA

• Responsible for training and scheduling new Co-ops
• Designed and developed an online library management system for technical reference books
• Automated data collection and publication of mainframe capacity and performance metrics
• Reduced 20+ hour task of processing raw data to 0 through automation
• Performed account administration on VM and MVS systems

Mcitp, Windows Server 2008

Mcse, Windows Server 2003

Bs, Computer/Electrical Engineering (Double Major)

Education record

Education record

Education record

Education record