Eric Cason Email & Phone Number

Promoted to IT Support Representative tasked with providing on-site hardware and software support for 300+ users (on-site and work from home) throughout IBM's technical Call Center. Primary focal for IBM employees throughout the U.S. as First-point-of-contact (Tier 1 Help Desk Technician) for technical support incidents, as well as initial end-user training. * Focal for work from home audience providing technical support via (Ayudame) to resolve software, networking, and authentication issues * Authored internal IBM software (pre-screen driven) tool designed to assist IBM call handle management and team leads reduce agent key strokes and increase greater accuracy for high risk machine type contracts (NetApps, Cisco accounts) * Focal for laptop upgrades, data migration, data recovery, asset managemet (entire IBM.com center), virus detection and removals * Handled new user setup's, which included; hardware imaging and deployment, new workstation cabling and troubleshooting all new technology within the IBM.COM centers. Track and de-escalate technology and workflow issues, while collaborating with 3 cross-functional IT groups.

Atlanta, Ga

Worked in team lead position providing error free application and database support for IBM personnel, business partners, and external customers with internal IBM software, ie. NSS, IBMFirst, ESC+, AYUDAME, and other associated internal tools and applications. Tasked with improving productivity, cost, and data management through DB system solutions. * Provided structured data reports to POS (point of sale) Field and Project managers for manipulation of Customer engineer call assignment logic databases * Tasked with providing work direction for 5 NSS Database analyst and with ensuring that all projects and database maintanance was performed on time and with the highest level of data integrity * Performed IBM territory migrations from NSS ot PSD platforms, which inluded; migrating Customer Engineers training database, skills database, electronic service calls, and ensured Customer Engineers and Service Delivery managers RIM (Blackberry) devices were configured properly and radio frequencies were properly assisgned to each Field Manager and Customer Engineer in the United States.

Atlanta, Ga

As a Customer Service Representative, I was first point of contact for our global clientele as an advisor, guiding clients on the use of a broad range of products, offerings and services - and played a key role in client satisfaction overall.Worked in fast paced technical environment with other talented, ambitious customer service professionals, applying IBM technical resources and tools, to support clients by answering questions and responding to their needs. Assisted end-users with newly purchased product technology, to quickly identify problems regarding configuration, operations or performance issues.Stayed up to date and current on all process and procedures designed to verify customer entitlement, perform problem determination, resolve and close the client problems - or route them to the appropriate level of support.

Studied Towards Bachelors Degree In Computer Information Systems, Cis

Education record