Eric Goode Email & Phone Number

● Staffed the IT Support Helpdesk to effectively respond to technical issues, user questions and concerns across a decentralized office model with users across the United States.● Provided technical support for software and hardware issues on corporate computers as well as remote computers.● Maintained inventory of equipment to support service requests.● Maintained detailed knowledge of current software, hardware and connectivity requirements.● Setup new computers to be rolled… Show more ● Staffed the IT Support Helpdesk to effectively respond to technical issues, user questions and concerns across a decentralized office model with users across the United States.● Provided technical support for software and hardware issues on corporate computers as well as remote computers.● Maintained inventory of equipment to support service requests.● Maintained detailed knowledge of current software, hardware and connectivity requirements.● Setup new computers to be rolled out to various locations.● Connected to remote users' laptops with GoToAssist to install and configure various software applications and peripherals.● Assisted corporate rollout of Intune and Azure● Upgraded User’s computers equipment which would include but not limited to RAM and replacement of HDD with SSD’s.● Maintained service orders to replace defective parts or request technical services.● Maintained and monitored company’s devices using Sophos Endpoint Protection and responding to various threats.● Displayed outstanding people skills and maintained a calm demeanor on every call.● Earned the Outstanding Technologist Award in 2021, 2022 and 2023 Show less

Rockville, Maryland, United States

● Staffed the IT Support Helpdesk to effectively respond to technical issues, user questions and concerns across a decentralized office model with users across the United States.● Provided technical support for software and hardware issues on corporate computers as well as remote computers.● Maintained inventory of equipment to support service requests.● Maintained detailed knowledge of current software, hardware and connectivity requirements.● Setup new computers to be rolled… Show more ● Staffed the IT Support Helpdesk to effectively respond to technical issues, user questions and concerns across a decentralized office model with users across the United States.● Provided technical support for software and hardware issues on corporate computers as well as remote computers.● Maintained inventory of equipment to support service requests.● Maintained detailed knowledge of current software, hardware and connectivity requirements.● Setup new computers to be rolled out to various locations.● Connected to remote users' laptops with GoToAssist to install and configure various software applications and peripherals.● Assisted corporate rollout of Intune and Azure● Upgraded User’s computers equipment which would include but not limited to RAM and replacement of HDD with SSD’s.● Maintained service orders to replace defective parts or request technical services.● Maintained and monitored company’s devices using Sophos Endpoint Protection and responding to various threats.● Displayed outstanding people skills and maintained a calm demeanor on every call.● Earned the Outstanding Technologist Award in 2021, 2022 and 2023 Show less

Washington, District Of Columbia, United States

● Managed & mentored three Help Desk associates that providing Tiers 1 and 2 Support● Provided Tier 3 support to all Help Desk clients.● Served in the role of Project Manager on several projects that were completed successfully.● Kept inventory for over 150 public laptops and netbooks● Ensured customer satisfaction ratings were met and tickets were resolved in a timely fashion.● Implemented processes and ensured helpdesk met ITIL standards.● Collaborated with desktop… Show more ● Managed & mentored three Help Desk associates that providing Tiers 1 and 2 Support● Provided Tier 3 support to all Help Desk clients.● Served in the role of Project Manager on several projects that were completed successfully.● Kept inventory for over 150 public laptops and netbooks● Ensured customer satisfaction ratings were met and tickets were resolved in a timely fashion.● Implemented processes and ensured helpdesk met ITIL standards.● Collaborated with desktop engineers for image capture and build for new laptop refresh● Identified, recommended, developed, and implemented tutorials for end users to increase computer literacy and self-sufficiency. Show less

● Provided exemplary customer service support for merchants, VIP clients and dealerships● Assisted with batch settlement requests, i.e., confirming batch status via the network and walking the merchant through the appropriate re-submission steps● Maintained an active relationship with the dealerships and the Merchant Link sales team to receive and disseminate inquiries to the appropriate ML departments● Processed credit card recovery requests (one card, multiple or full day) and… Show more ● Provided exemplary customer service support for merchants, VIP clients and dealerships● Assisted with batch settlement requests, i.e., confirming batch status via the network and walking the merchant through the appropriate re-submission steps● Maintained an active relationship with the dealerships and the Merchant Link sales team to receive and disseminate inquiries to the appropriate ML departments● Processed credit card recovery requests (one card, multiple or full day) and instructed on how to re-enter transactions into client’s system● Installed and configured software applications such as MS Office, Acrobat and Antivirus● Established new client reporting accounts, reset passwords, and add or remove users per request Show less

● Troubleshot and resolved issues with Mac, Windows, and Chromebook devices ● Performed Level one support of networking software and protocols such as VPN, TCP/IP, DNS, DHCP Exchange and Active Directory● Managed accounts, reset passwords, and assisted with new hire onboarding using Active Directory ● Utilized Freshdesk and ServiceDesk, and ServiceNow ticketing system● Supported and managed new computer setup including imaging● Assisted in training teachers on systems and… Show more ● Troubleshot and resolved issues with Mac, Windows, and Chromebook devices ● Performed Level one support of networking software and protocols such as VPN, TCP/IP, DNS, DHCP Exchange and Active Directory● Managed accounts, reset passwords, and assisted with new hire onboarding using Active Directory ● Utilized Freshdesk and ServiceDesk, and ServiceNow ticketing system● Supported and managed new computer setup including imaging● Assisted in training teachers on systems and applications as needed Show less

● Supervised and directed activities of workers providing telephone customer support services● Monitored service calls to observe employee demeanor, technical accuracy, and conformity to company policies● Communicated effectively with customers to inform them of the features, benefits, and use of all products and services● Promoted a fair and positive work environment to increase employee retention by enforcing employee recognition programs, ensured employees have proper equipment… Show more ● Supervised and directed activities of workers providing telephone customer support services● Monitored service calls to observe employee demeanor, technical accuracy, and conformity to company policies● Communicated effectively with customers to inform them of the features, benefits, and use of all products and services● Promoted a fair and positive work environment to increase employee retention by enforcing employee recognition programs, ensured employees have proper equipment and training, provided open communication with employees Show less