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.

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.

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.
• 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.

Bachelor Of Science - Bs, Computer Science

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