Eric Behrens Email & Phone Number

Cambridge, Ontario, Canada

• Completing detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement. • Configuration, role configuration and administration of servers, Azure, hybrid AD, and Microsoft 365 products and services.• Group policy testing, implementation and maintenance.• Maintaining servers and systems to keep networks fully operational during peak periods. • Removing malware, ransomware, and other threats from systems. • New user onboarding, account creation and permission assignment on various systems. • Developing and documenting standard operating procedures for consistent IT service delivery across the organization. • Providing remote technical support, resolving issues quickly without requiring onsite visits whenever possible. • Collaborating with vendors to locate replacement components and resolve advanced problems. • Managing system-wide operating system and software deployments as well as related software upgrade problems. • Configuring systems according to prescribed software and hardware frameworks. • Diagnosed and troubleshooting hardware, software and network issues. • Managing inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle. • Implementing data backup strategies to ensure business continuity during unforeseen events or disasters. • Patching software and installed new versions to eliminate security problems and protect data. • Maintaining office PCs, networks and mobile devices. • Installing and configuring operating systems and applications.

Toronto, Canada Area

• Maintaining and managing Spicers e-commerce platform;• Identifying system improvements and recommending solutions;• Managing preliminary testing on new site features;• Developing, implementing and monitoring strategies to drive traffic to all areas of the site;• Working with vendors to obtain new product information as well as update existing content;• Set up and maintaining complementary and alternative products;• Training internal/external customers on e-commerce functionality through webinars and on-site presentations;• Working directly with customers on ecommerce related injuries; • Maintaining training manual;• Updating internal/external customers on changes to the e-commerce platform;• Developing and utilizing analytics to help optimize and ensure the success of ecommerce initiatives;• Responding to customer inquiries;• Analyzing flows, fallouts, traffic and conversion to make proactive recommendations on future site improvements and• strategies;• Maintaining and communicating transparent, accurate records of activity and contacts

Vaughan

• Performing a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting of PC hardware, operating systems, servers, software applications, peripherals, and communication devices for the entire organization. • Responsible for a variety of project tasks that required good communications skills with the ability to work with users diplomatically and skillfully.• Interacting with engineers (e.g., Network, System, SAP, etc.) and programming developers to restore service and/or identify and correct core problems. • Simulating or recreating user problems to resolve operating difficulties and recommendedsystems modifications to reduce user incidents. • Performing more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades and software installs with elevated profile rights. • Providing service desk support resolving issues supporting the end user with software issues, network / VPN connectivity, configuration, etc.• Configuring and maintaining Active Directory, users, groups, and policies.• Software deployment through Intune and Microsoft Azure.• Maintenance of the company’s SharePoint site by creating and modifying pages, forms, and their workflows.• Maintenance and updating of Cisco phones and its database (CUCM, CUCCX and CUCA), Cisco desktop and IP phone configurations and LDAP sync.• Modifying configurations, utilities, software default settings, etc.• Responsible for daily and weekly servers back-up, media exchange through AS400 and VEAM.• Installing, testing, configuring new workstations, updating peripheral equipment, firmware,and software.• Managing PC setup and deployment for new employees using standard hardware, server images and software installation / configuration that includes Microsoft 365, IBM AS400 / Infor A+, Adobe Cloud.

Toronto, Canada Area

• Sales support, build and configuration of servers and other computers for governmental and private applications.• Diagnose, troubleshoot and repair computers and peripherals as per RMA company policy.• Test and provide solutions for product parts and product prototypes. • Create, edit and finalize manuals for new and updated products.• Follow all company's policies and procedures as per ISO:9001 standards.• Configure and Setup RAID, BIOS and other advanced options.• Install and configure operating systems; Windows & Linux as well as other software as required by customer.• Provide Quality Assurance to all products.

Toronto, Canada Area

• Providing bilingual Portuguese/English technical support for resolution including, equipment functionality, configuration and repair, application support, software downloads, and network connectivity.• In charge of migrating, editing, creating and updating IBM's knowledge database (inQuira) for their GPP tool.• Responsible for training new employees on IBM's GPP tool.• Ensuring bilingual Portuguese/English support services are delivered professionally and effectively. • Taking the initiative to identify trends / opportunities and ensure appropriate actions are taken.• Educating all IBM Partners on possible updates to their hardware or software Solution products.• Establishing a strong partnership with enterprise customers and acting as the partner's advocate during outages ensuring a high degree of customer satisfaction through strong communication.• Ensuring that all customer interactions are thoroughly documented within the TSRM ticketing system.• Taking accountability to effectively solve issues from beginning to end.• Receiving and incorporating feedback to improve personal and business performance.

• Supervised a team to maintain the highest quality and efficiency of service.• Diagnosed and repaired personal computers and servers at both hardware and software level removing viruses, troubleshooting errors, testing hardware.• Built custom PC's and servers, installed and updated OS, drivers and other software as per customer's requirements.• Engaged customers to determine their needs, providing support to give ideal solutions, assisting and resolving problems.• Researched the market for ordering and providing customers with current product demands.• Created instore promotions to move inventory.• Trained, guided and supported new employees.• Ensured customer satisfaction.• Executed inventory counts and merchandising as required.

Computer Science

Associate Of Arts And Sciences (Aas), Computer Science And Engineering

Activities and Societies: Political Forum Club President