Eric Head Email & Phone Number

Houston, Texas Area

• Solely provided local and remote desktop support for over 200 users for 7 offices across southeast and central Texas and was the main contact for these users if issues arose.• Supported all the networking equipment including Cisco routers, switches, and Access Points for multiple offices• Solely supported over 200 HP desktops and laptops running Windows 10.• Trained users in how to use their PCs effectively to increase work effectiveness and reduce the amount of trouble tickets.• Managed office VOIP phones and voicemail using Cisco Unified CM and Cisco Unity Connection.• Supported Microsoft Office 365 and One Drive applications and trained users in how to effectively use them.• Provided on-call support for PC issues and network outages for multiple sites after hours and on weekends.• Demonstrated technical ability to keep older PCs up and running for longer than there expected life which resulted in achieving the companies cost cutting goals.• Achieved excellent customer satisfaction reviews by resolving issues with little guidance or instruction and without a management dictated standard operating procedure.• Provided assistance to other peer technicians in troubleshooting desktop support issues demonstrating knowledge in the particular subject matter and commitment as a team player.• Managed tickets and request by using Service Now resulting in faster resolution times on incidents.

Houston, Tx

- Provided full support for computer, network and RF related customer issues by troubleshooting problems with the customer on the phone and remotely through a Iridium based out of band management system. - Provided assistance to other peer technicians in troubleshooting network and RF issues demonstrating knowledge in the particular subject matter and commitment as a team player.-Learned the technical skills required for the job quickly with minimal training through a dedicated and highly self motivated work style.

Fort Hood, Tx

-Managed the operation, support and maintenance of eight separate satellite terminals across three Iraqi provinces, including tactical and strategic satellite communications assemblages and systems resulting in a 98 percent “uptime”. -Superbly managed and motivated as many as 30 personnel; earned a reputation for firm, yet compassionate mentorship. -Military career highlighted by increased responsibility and constant promotion rising to the rank of Staff Sergeant and receiving a honorable discharge in 2010.