Eric Evans Email & Phone Number

Raleigh-Durham-Chapel Hill Area

350 Related Workforce Experience Hours

Cary, North Carolina

• Provide efficient technical support to internal and external customers via phone, email, web inquiry and other contact channels as presented.• Document customer interactions, troubleshooting details and service activities thoroughly and accurately within cases in the CRM.• Dispatch field service resources with proper handoff of customer ownership.• Escalate technical issues properly to facilitate rapid resolution.• Process routine and expedited parts orders, RMAs, and secure purchase orders.• Perform remote upgrades and deliver remote services accurately.• Serve in 24x7 technical support on-call rotations, ability to work flexible shifts.• Achieve individual and team metrics and contact center key performance indicators.• Strive to exceed customer expectations and deliver consistent customer satisfaction.

Cary, North Carolina

• Administer and oversee systems associated to Global Access Management (GAM). • Play a key role in providing incident and problem management support. • Conduct the troubleshooting and resolution of access management and provisioning of workflow errors.• Closely collaborate with application and infrastructure architects to provide security overlays for GAM development and deployment patterns.• Chart the development and maintenance of GAM artifacts (strategy, decisions, solution design, etc.).• Direct the development of, participate in, and document standard operating procedures, best practices, and technical documentation in a shared repository.• Advocate and promote cooperation and demonstrate patience in cooperating with customers, peers, and other resources.• Search for, pinpoint, and negotiate own development opportunities.• Execute the planning of own work to meet given objectives and processes.• Exhibit success in rapidly absorbing new technical and security related information and apply it effectively.• Operate effectively on multiple assignments simultaneously in a fast-paced and highly challenging environment.

Lynchburg, Virginia Area

• Operated in a key capacity in providing help-desk support to end users, including answering multiple phone lines to assist with technical support, performing diagnostic testing, troubleshooting issues, processing incoming email request, establishing system access, carrying out password recoveries, and other help-desk related functions. • Navigated the maintenance of ticket requests by logging actions and status updates into HP Service Manager for tracking purposes. • Closely collaborated with Tier I, II and III to effectively implement system migration for over 200 users. • Oversaw the maintenance of users and passwords using Active Directory.• Prospected and identified critical IT issues and escalated to management for resolution. • Operated in adherence with company procedures and verified checklists and updated with supporting documentation.

Youngsville, Nc

• Dispensed in-depth daily Tier I technical help-desk support to end users experiencing computer and telephone related issues. • Administered the maintenance of customer ticket logs by ensuring tickets were documented properly, providing status updates, and escalating unresolved tickets if needed to Tier II or III for additional resolution. • Certified the maintenance of users and passwords using Active Directory.• Led the installation and maintenance of managed service clients thru remote tools.

Raleigh, North Carolina

• Handled the maintenance of physical and remote workstations while providing server support to internal employees.• Provided extensive assistance with help-desk support for internal mobile users. • Oversaw the development and execution of backup and disaster recovery processes.• Performed the escorting of customers and visitors to appropriate destinations. • Dispensed training to employees as needed and maintained the ticket tracking system.

• Administered the establishment of network specifications by conferring with users and analyzing workflows, access, information, and security requirements.• Charted the design of router administration, including interface configuration and routing protocols. • Oversaw the development, maintenance, and optimization of key functional areas, particularly network infrastructure, server infrastructure, data communications, and telecommunications systems.• Directed the maintenance of network performance by performing network monitoring, system analysis, and performance tuning, including troubleshooting and escalating problems to management.• Navigated the maintenance of users and passwords using Active Directory.• Conducted the securing of networks by developing network access, monitoring controls, and evaluating and reviewing documentation and work instructions for future reference.

Cary, Nc

• Drove the development and implementation of comprehensive test plans to ensure that systems/programs were tested, debugged, and operating properly.• Conducted the planning, development, and implementation of backup and recovery procedures, including creating standard operating procedures.• Oversaw the maintenance of users and passwords using Active Directory.• Piloted the preparation and/or coordination of the execution of product testing and system integration testing. • Performed the creation of test plans and administered the testing and validation of data from a system level perspective.• Evaluated and identified proper installation parameters for software and hardware.• Conducted the analysis, detection, identification, and correction of technical problems and deficiencies.• Handled the collection, monitoring, and maintenance of system data and reported system performances.

Bachelor Of Science - Bs, Computer Science

Associate Of Science - As, Business/Office Automation/Technology/Data Entry