Eric J. Email & Phone Number

Clarksville, Tn, Us

Jacksonville, Florida, United States

- Main point of contact for Tier 1-3 support to include but not limit, Hardware, Network, Database, Domain, Cyber Security, and all things Information Technology to 5,000 employees throughout several states.- Controlled and followed up with mandatory Cyber Security awareness trainings and phishing campaigns.- Managed Sophos Central(Firewall XG, Encryption, Web Security), Active Directory, Office 365, Group Policy, Database access and credentialing.-Helped Identify, Remediate, and Repair weaknesses in Security Posture via Access, Network Analyzing, Data Storage, etc. Removed company off TKIP network into AES encryption, Encrypted Domain Machines, Set Security GPO's in place etc.-Saved upwards of $24k on MFP's with EOL TLS Workaround for O365 scan to email process.- Managed configuration, shipment, and accountability of all issued IT equipment.- Created Automation programs to help streamline operational success including new hire recruiting, employee changes of status, fleet management, and employee onboarding saving time and increasing efficiency company wide.- Developed Automated BI reports for C level executives compiling necessary data to make accurate business decisions throughout the company including Operational, HR, and Accounting data and tasks.- Managed and monitored 150 laptops and 500 cell phones throughout the company, and organized equipment in accordance to a device management plan to prevent loss or misplacing of equipment.

Continuously identified problem areas in new standards and helped advise methodologies to prevent issues from occurring proactively. - Provided Tier 1-3 Support in a Service Desk environment to further troubleshoot and resolve client technical problems or concerns involving hardware, Windows, Office365, and other business software including cloud and web-applications.- Created and updated knowledge articles to maintain an up to date database of common issues and resolutions.- Assisted Team Lead with development of daily, weekly, and monthly reporting to help track and ensure success of the resolution response times as well as analyst performance.- Assisted with development and implementation of an updated client on-boarding process.- Provided initial/continuous training and mentorship to new analysts entering the company.- Developed process change for Active Directory password resets to eliminate common problems through current process.

Contract through Robert Half- Worked on a Tier 1-2 Service Desk to troubleshoot and resolve client technical problems or concerns involving hardware, Windows, Office365, and other business software including cloud and web-applications.- Serve as an escalation point for hardware and network related questions. Analyze and evaluate incident trends and make recommendations to team lead to reduce incident rate- Consistently maintained 5/5 customer satisfaction scores from clients.- Troubleshooting and providing technical assistance in: o Office 365o Windows 7, 10o Cisco and Global Protect VPN Access/Management o Active Directory Managemento Network Troubleshootingo Hardware Troubleshootingo Web Application Troubleshootingo Outlooko Business Migration Solutionso New Client/Employee Onboardingso Providing Training for new services/ applications.

Responsible for maintaining and monitoring organizational assets worth over $800,000 with a 0% loss rate.- Cross-trained in numerous forms of physical security.- Held and maintained a secret security clearance.- Participated in Physical Security operations focused in room clearing, security holds, lock picking, basic vehicle hot-wire, first response, and land navigation.- Ensured targets for operational performance are aligned with organizational goals.