Eric Buchanan Email & Phone Number

St. Louis, Mo, Us

• Responsible for day-to-day operations for the IT Help Desk, including prioritization and troubleshooting of end user support calls, root-cause analysis, and issue resolution. Ensure service delivery and customer satisfaction exceed service level agreements.• Deploy new laptops, printers, and other hardware. • Scheduled/installed software upgrades for staff and public access computers.• Coordinated security updates and security software on personal computers. • Configured/tested new or updated computer applications and hardware, tests software for compatibility with internal systems.• Provide end user support, maintains up-to-date hardware/software on all end user machines and some network hardware, according to update schedule.• Create and maintain all standard work instructions and technical documentation as it relates to software applications, network configurations, and mappings.• Assist with monitoring critical production processes and technologies that have high visibility and impact on business operations.• Maintain company standards and assist with inventory management for both software, and hardware.• Provide support for all software applications including ERP.

• Contracted for imaging project for Fall Semester - imaged computers for projects and incoming staff.• Utilized BIOS to repair incorrect images and faulty machines.• Daily support for the computing desktop; including operating system, software installation and maintenance, and hardware. • Maintain SLA on assigned tickets. • Evaluates, prioritizes, resolves requests, or escalates to appropriate support areas.• Acts as the front-facing support liaison for new computer order issues. • Provides support documentation for Tier 1 Service Desk.• Collaborates with higher level technical areas on planning and issue resolution. • Prioritized work load to appropriately respond to customer needs and demands. • Elevated to perform major projects for the University.• Utilized ServiceNow as ticketing system.

St Louis, Mo, Us

NOC AGENT: Level 1 Tier 2• Project management and OSI Layers 1-3 break/fix of network and telecommunications for large franchises (Bed, Bath & Beyond, Applebee’s, Panda Express, Sally Beauty, IMO’s Pizza)• Utilized Grafana, Manitou, Meraki dashboard, NetCloud (Cradlepoint portal), Star2Star Sang MA (Starbox portal), Live Engage chat, ORACLE Service case/ticket mgmt., OvRC (Wattbox portal)• Remotely install/troubleshoot Cradlepoint, Yealink, ATA’s (including Grandstream), Polycom Phones, Wattbox• Remotely install/troubleshoot Cisco, Fortinet, Starbox routers/switches• Dispatched and guided onsite technician contractors to perform remote install/troubleshooting• Confirmed all operations remotely using various tools. Followed through with call to site and email to HD of company explaining cause of problem and solution.• Team Email management and Case/Ticket/SLA management

Seattle, Wa, Us

IT Support Associate 2• First point of escalations for all OpsTech IT issues: client, server, network service delivery• Monitored/maintained network infrastructure - LAN, Access Points, topology, Wireless Network Controller, cameras, fiber, VoIP phones, security access, environment, UPS, Servers, Cisco Switches, Edge Routers, Firewalls, RAID Array• Maintained MDF room and contents - RAID array, Servers, UPS, Lenel Panel• Maintained IDF cabinets and contents - L3 Cisco switches, UPS, PDU, cabling• Research root cause of computer/LAN issues and provide solution• Trained/mentored 2 equipment coordinators to become Support Associates• Service Management, Project Management, and IT Asset Inventory Management - COUPA• Support for operating system deployments, application installs, domain joins, network booting, WSUS, Desktop, Windows/Office 365• Installed RAM in HP Mini Desktops, and provisioned audio/visual capabilities for presentations/production purposes• Installed licensed and open-source software on Laptops as well as installed and configured applications• Reimaged Laptops with SCCM and connectivity troubleshooting• Used Active Directory to add/delete users, change passwords, create objects, and map network drives• Provisioned ZebraTC57 mobile devices with ADB Sideload• Provisioned Kindle Kayaks using Ubuntu• Maintained all Zebra/thermal transfer printers, laser printers, mini-desktops, laptops, RF scanners, Bluetooth scanners, A/V equip, Thin Clients, kindles, Zebra TC57, Android Devices• Utilized Remedy Action Request System (ARS) for ticket queues• infrastructure hardware support, troubleshooting in a multi-user high availability environment, and issue resolution• Strong client-facing and communication skills with focus on customer service (sales/service background)

San Jose, California, Us

Belleville, Il, Us

• Developed Territory. Ensured financial protection against foreseen/unforeseen future events.

Chicago, Il, Us

Quality assurance of digitization project; data entry

Us

• Performed all accounting functions: Payroll, A/P, A/R, month-end/year-end closings, inventory control, asset depreciation, bank reconciliations, cash management. • Coordinated all company logistics and dispatch of eight drivers/trucks.

Atlanta, Ga, Us

• Drove sales and marketing of institutional investment advising firm within Midwestern region. Forged and maintained key relationships and developed cross–sell opportunities, focusing on union pension funds. Opened untapped territory, driving brand awareness and revenue $400K annually.

• Performed all of Local 701’s accounting functions, managed general investment fund of $3.3M, and acted as Network/VoIP Administrator. Led team of six, managing $5.5M budget.• Interpreted pension fund guidelines and performed all reporting: LM-2, 990, 5500 and audits. Ensured DOL, IRS, ERISA, PBGC and Treasury compliance. Directed all fund professional’s activities, acted as its sole accountant. Taking Operation from Red to Black in Record Time. Organization was in the negative for three years. Directed new budgeting process, reduced staff, overhauled accounting procedures, integrated new VOIP system. Oversaw investments, improving and monitoring performance. Achieved profitability in first year. • Cutting Operations Costs with Updated Business Solutions. Cost of running cumbersome tracking, accounting and clerical system was unacceptable. Researched, tested and acquired new IT system, overseeing and directing all implementation. Dramatically increased productivity, significantly cutting departmental time and material waste.

• Acted as liaison between ERISA clients and portfolio managers. Authored monthly investment reviews for eight funds and five managers. • Reconciled/audited asset performance and presented such performance to respective boards of trustees and their fund professionals. • Managed client relations worth $1.14B, ensuring satisfaction and compliance. • Office CRM authority.• Retained Clients Despite Market Downturn. Tasked with assuming additional responsibility for management of associate’s client roster. Met with clients, presenting performance reviews to individuals and financial planners. Established confidence and trust. Maintained 98% of clients in face of recession and poor portfolio performance.• Rescuing Key Client, Avoiding Catastrophic Loss. Pivotal Trust Fund Advisors’ client threatened to move account. Assessed fund activity and market performance, conducting candid, truthful presentation to client’s board and top executives. Built confidence, forging crucial relationships with decision makers. Saved $50M account.

• Performed all of Local 701’s accounting functions, managed general investment fund of $3.3M, and acted as Network/VoIP Administrator. Led team of six, managing $5.5M budget.• Interpreted pension fund guidelines and performed all reporting: LM-2, 990, 5500 and audits. Ensured DOL, IRS, ERISA, PBGC and Treasury compliance. Directed all fund professional’s activities, acted as its sole accountant. Taking Operation from Red to Black in Record Time. Organization was in the negative for three years. Directed new budgeting process, reduced staff, overhauled accounting procedures, integrated new VOIP system. Oversaw investments, improving and monitoring performance. Achieved profitability in first year. • Cutting Operations Costs with Updated Business Solutions. Cost of running cumbersome tracking, accounting and clerical system was unacceptable. Researched, tested and acquired new IT system, overseeing and directing all implementation. Dramatically increased productivity, significantly cutting departmental time and material waste.

Associates In Applied Sciences - A.A.S., Dual Major: Network Adminstration/Design & Cyber-Security Specialist

Master Of Business Administration (M.B.A.), Dual Major: General Administration. And Investment Management

Bachelor Of Science (B.S.), Banking, Corporate, Finance, And Securities Law

Education record