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
• Setup new computers to be rolled out to various locations.

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
• Setup new computers to be rolled out to various locations.

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.

• 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
• 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

• 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

• 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
• 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.