Eric Nadeau Email & Phone Number

Dover, New Hampshire, United States

Developed, managed, and ensured success of all Desktop Support related processes, policies, and procedures. Consolidated End User Support teams, unifying internal Help Desk and Desktop Support groups, enabling cost reductions and elevating support effectiveness. Responsible for evaluation of new products and services, staying current with tech trends. Executed organization-wide OS, Office, asset management, and collaboration tool upgrades, enabling unified suite of collaboration tools, critical during transition to WFH during pandemic response.Worked cooperatively with internal departments, identifying opportunities to support business outcomes and improve IT practices. Strong emphasis on proactive support model and IT Service Management. Provided technical leadership and delegation, overseeing day to day operations of the Desktop Support team including alignment of staff development and training opportunities that supports career growth and progression of team members.Responsible for budget alignment to 1-yr, 3-yr, and 5-yr planning exercises. Ensured Desktop Support forecasting, execution, and overall adherence to plan with continued emphasis on cost optimization activities.

Dover, New Hampshire, United States

Responsible for ITIL Problem Management development, implementation, and execution. Led review sessions and coordinated major problem resolutions, ensuring drive to root cause, improving operational stability and reliability.Operated as ITIL Change Manager ensuring standard procedures and methods were used for efficient and prompt handling of all changes, reducing operational risk.Oversaw IT Desktop Support procurement, ensuring alignment to budget plans. Provided procurement planning, contracts negotiation, and summarization of trends to improve processes, polices, and procedures.Worked as Asset Manager, planning, monitoring, and recording licensing and hardware. Developed and implemented procedures for tracking company assets to oversee quality control throughout lifecycles.

Dover, New Hampshire, United States

Coordinated and managed Desktop Support infrastructure planning, design, execution and completed set up for local and remote office locations.Supported implementation of company-wide ticketing system, enabling improving data transparency and ticketing efficiency.Provided training, mentorship, and onboarding support for new Desktop Support Technicians.

Dover, New Hampshire, United States

Triaged, documented, routed, and provided status on incoming requests, questions, or incidents, ensuring high levels of first call resolution.Implemented corrective action via remote tools and provided instruction via email and phone.

Dover, New Hampshire, United States

Diagnosed and solved problems arising with multiple operating systems, networking, and facility specific hardware and software issues.Created and maintained technical knowledge-base and Desktop Support related documentation.