Eric Carmichael Email & Phone Number

Greensboro/Winston-Salem, North Carolina Area

• Supervise L1 & L2 enterprise support team. (incl: scheduling, training, and Structure\Documentation)• Use Microsoft SQL to query client databases, modify client data per request, and create custom stored procedures to handle unique client requests• Monitored and improved system performance by load balancing workflow servers to increase uptime from 90% to 99.9%• Troubleshoot network, database, and software problems for our client implementations• Worked in correlation with external and internal stakeholders to perform application upgrades and high-level technical support and analysis.• Software implementation lead for large_scale projects serving multiple Fortune 500 clients • Demonstrate FirstStrike® software and technical requirements to clients when planning implementations and upgrades• Manage setup of technical environment for clients hosted on APEX servers.• Provide best-practice recommendations to clients when considering changes to their ERP systems into FirstStrike®• Lead testing of those changes. between clients ERP system(s) and FirstStrike®• Configure FirstStrike for internal and external clients, including setting up nightly batch jobsServe as the technical expert for our client software implementations• Created and managed new user accounts utilizing Active Directory.• Conduct technical training for designated client IT owners of the software

Greensboro/Winston-Salem, North Carolina Area

• Work missing sales for the Company to ensure all store closed for the previous day. Using SQL to determine if the store has closed or if there was an issue with the close. Also to find issues as to what the issue was with the close. • Install and troubleshoot Microsoft SQL on registers • Update SQL tables and run queries to resolve transaction issues when needed.• Extensive troubleshooting Wan/Lan networks. Walking Clients through remotely fixing the network at the store level. • Utilize Solar Winds to identify network issues. • Remotely manage software with Microsoft SCCM, JAMF and Airwatch MDM• Support all of RL North America and Europe stores with Xstore POS issues such are POS equipment’s, network printers, RF/RFID guns, monarch printers, MobilePOS ,and IPads and assist on any other store related issues over the phone.• Train new service desk agents. Refresh training for current service desk agents• Troubleshoot Mac issues with RL Corporate employees and work with our support team to find solutions. • Resolve and route issues that have been elevated to the Service Desk Level 2 Queue.• Work with 3rd level support and vendors for any part replacement or fix POS system related issues.• Diagnose, troubleshoot and resolve a range of software, hardware and network connectivity issues.• Provide great customer service and manage queues to get issues resolved.• Work closely with management to improve Skills for the Service desk.• Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 6 minutes - is well below the goal.

• Currently work as a Contractor for Ralph Lauren Corporation completing system administration requests from asset management • Use the online ITSM system ServiceNow ticketing tool for creating requests to grant or terminate system access• Provide immediate resolution and basic break/fix troubleshooting via established procedures and tools• Provide and obtain timely updates to/from relevant parties (internal and external)• Provide feedback to Management as required for escalations• Control and monitor the online ITSM ServiceNow work flow to ensure proper incident follow up and resolution • Respond in a timely manner to any requests made by management towards standard operational procedure improvements (e.g. trend reporting, procedure changes, automation initiatives, and Sarbanes Oxley compliance, etc.)• Communicate with manager to identify potential improvements from ITIL adoption and Systems Management best practices and initiatives• Routinely exceed call-handling goals, closing an average of 85 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 6 minutes -- well below 8 minute goal.• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching. Document help desk tickets/resolutions, and maintained equipment inventory lists.• Ensure change control process is followed consistently• Identify and analyze recurring problems in the environments and advise resolution and/or change

Greensboro, North Carolina

•Use the online ITSM system ServiceNow ticketing tool for creating requests to grant or terminate system access•Provide immediate resolution and basic break/fix troubleshooting via established procedures and tools•Provide and obtain timely updates to/from relevant parties (internal and external)•Provide feedback to Management as required for escalations•Control and monitor the online ITSM ServiceNow work flow to ensure proper incident follow up and resolution

•Ordering and laying mulch and fertilizer compounds•General landscaping•Landscape design concept consultations with clients•Outline and landscape overview with crew prior to project takeoffs•Supervised a crew of 7 employees•Interviewed and trained new employees

Computer Networking

Associates Degree, Computer Networking, B

Finished cisco Academy