Eric Hettinga Email & Phone Number

Reston, Va, Us

• Acted as the On-Site Point of Contact (POC) for all Desktop Support matters at the Great Lakes Regional Office, supporting a user base of 350 individuals.• Served as a Field Technician, providing technical support across the Great Lakes/Midwest Region, including airports and air traffic control towers.• Provided hands-on assistance, promptly resolving hardware and software issues for end users.• Documented incidents and resolutions accurately and comprehensively in the Remedy tracking system.• Monitored and managed the service request queue, ensuring timely prioritization and resolution of incoming requests.• Demonstrated proficiency in Active Directory by effectively creating, modifying, and deleting computer and user accounts to maintain access control and security.• Conducted efficient imaging and deployment of laptops, desktops, and tablets to optimize user productivity.• Demonstrated expertise in inventory management and maintenance of hardware, printers, peripherals, and IT equipment• Applied strong problem-solving skills to identify and resolve issues related to desktop equipment and specialized FAA software.• Coordinated warranty repair work with hardware vendors, ensuring timely and efficient resolution.• Facilitated a seamless onboarding process by providing valuable assistance to new hires, including equipment setup and initial account creation.

• Played integral role in contract positions for PC and Printer Upgrade projects, overseeing technology enhancements in 400 stores and 1000 systems for the PC Upgrade project, as well as in 200 stores with 350 printers for the Printer Upgrade project.• Coordinated and provided hands-on assistance to end users of varying skill levels, guiding them through the seamless transition from old PCs to new AIO PCs.• Orchestrated the smooth removal of old printers and installation of new ones, offering comprehensive guidance to end users.• Remotely connected to computers, ensuring installation, updates, and configuration of various computer and peripheral settings.• Developed custom script to streamline the PC setup process, resulting in increased efficiency and reduced setup time• Remotely accessed printers to update firmware and configure network sharing settings.• Provided comprehensive support to users, assisting with printer setup and resolving vendor-related configuration issues. Additionally, offered step-by-step guidance in setting up local networks for machines with improper configurations.

Auburn, Wa, Us

• Managed a team of 9 employees overseeing inventory management, repair, and refurbishment of approximately 3000 Lenovo laptop devices and 1200 iPhones monthly.• Designed a streamlined workflow for incoming inventory, encompassing receiving, capturing device data, data wiping, diagnostics, testing, repair part ordering, disposal, repair, imaging, quality control measurement, and parts and completed inventory management.• Assigned and set up workbench areas, equipped with laptops, desktops, monitors, peripherals, docking stations, and printers.• Created and implemented bench procedure roles, standard operating procedures (SOPs), workflow, and station documentation to ensure consistency and efficiency across all tasks.• Provided ongoing training and development for team members to ensure their skills and knowledge remained up-to-date for all tasks.• Coordinated with the Inventory Control team to ensure timely availability of completed units for orders.• Ensured adherence to company standards and customer expectations in all processes.• Developed and implemented automated tasks and processes for repair order management and inventory control, utilizing specialized software and tools. Streamlined and enhanced existing systems to boost efficiency and productivity.

Auburn, Wa, Us

• Conducted Test & Check procedures for Zones products, including returns, damaged shipments, and internal DOA cases.• Troubleshot and resolved hardware issues, providing support for desktops, laptops, printers, servers, and network equipment (5-40 devices daily).• Collaborated with vendors to manage warranty RMA services (Lenovo, Dell, Microsoft, HP, Apple, Lexmark, Xerox, Zebra, Samsung, LG) for repairs, replacements, and reconditioning.• Communicated diagnostic results, repair status, and feedback to customers in person and electronically.• Managed computer repair depot accounts and provided backup support to team members.• Deployed customer images based on order specifications.• Documented and tracked inventory using Microsoft Office Suite and Dynamics AX.• Maintained a Symantec Ghost image archive library to restore devices to factory defaults.• Oversaw the Open Box section in Returns, offering guidance on inventory issues.• Volunteered as QC for the configuration lab, assisting with the configuration of 25,000 iPads in four days.• Assisted the ITAD department during peak demand.• Provided effective communication to management regarding customer and inventory matters.• Successfully repaired high-value inventory cases, resulting in the department's lowest inventory value totals in 3-5 years prior to employment.