Eric Rizo Email & Phone Number

Milwaukee, Wisconsin

o Provide incident management for hotel specific technologies such as ADP, Micros, Delphi, PMS Systems, Payment Systems, Guest technologies, and more. o Provide second tier technical support and incident management for the corporate office and hotel employees.o Manage mobile device, PC/laptop, acquisition, and assist end users setting up equipment.o Provide LAN/WAN/Wireless incident management.o Troubleshoot and resolve hardware, software and application incidents for 3rd party service vendorso Document all asset management changes and ensure all incidents and requests are recorded using corporate ticketing systems.o Perform advanced technical work on cross team projects as assigned.o Respond to and resolve second tier user access requests including Add\Remove\Change for Active Directory and Exchange.o Escalate advanced technical problems to higher tier functions.o Point person for malware threat analysis and successful deletion.o Windows Image creation, Sysprep, and deployment.

Aurora University

o Provide escalated, highly complex, Tier I/II technical support to users by investigating and resolving systems related matters, automated application deployments, and the management of workstations using enterprise management tools.o Perform troubleshooting of supported desktops, laptops, and peripherals on Windows and Mac OS, providing remote and desk side technical support.o Provide weekly written updates on status of current tickets, open issues, and projects.o Responsible for accurate tracking of all assets supported by End User Computing.o On-board new employees with hardware and software tailored to their specific department’s needs.o Work with urgency to off-board employees in the collection of equipment and peripherals along with sensitive data.o Develop and deploy end-user device images by designing, testing, and documenting image to be deployed.o Manage and maintain computer lab and classroom PC’s with Deepfreeze software which allows us to monitor and prevent any and all user made changes along with keeping all device software and security applications up to date.o Completed the transition of ~30 individuals from Windows XP to Windows 7 in December 2015 across 2 campuses.o Deployed new Windows 7 PC’s to 2 computer labs on campus (~30 devices) January 2016o In April 2016 correctly identified a flash exploit malware which logged keystrokes and sent the data to an I.P. address on the open internet (using Sophos anti-virus software, and further analysis with Sysinternal process explorer & process monitor). o Assist in training new employees in EUC department .

Chicago, Il

o Plan, coordinate, and provide on-site technical support for activities associated with the implementation, installation, and move of workstation, network, and distributed technologies in the field offices.o Provide on-site and over the phone problem resolution for PC workstation, server, voice, and network problems.o Up to date on knowledge of network topology, telephony, and distributed technologies including network operating systems.o Keep up to date field office site infrastructure information and business continuity procedures.o Create, update, and resolve incident tickets within Remedy ITSM ticket system in the production environmento Create and issue changes within Remedy Change Management for additions and upgrades to the production environment.o Maintain and track assets within Remedy Asset Management for all PC workstations in the office.o Responsible for cable and maintenance of network equipment on site including but not limited to: Routers, switches, servers, modems, telephone lines, and universal power supply within Voice and Data Communications room.o Onboard new employees with PC workstations and provide new user orientation into environment, providing support on including but not limited to: e-mail, local and network printing, network shared drive usage, VPN access, telephone & voicemail, and guidelines for inter/intranet usage.o Ensure that employees follow corporate security policy guidelines for securing workstations.

Sugar Grove, Il / Aurora, Il

o Assist students in troubleshooting technical issues in person and over the phone with relation to computer hardware, software, printers, and user accountso Assist students in connecting wireless devices to school secured (Enterprise) network (PC, Mac, Android, iOS) on personal and school owned devices.o Install hardware and software on college workstations locally and remotely across campuses.o Prepare labs and classrooms for the start of each semester.o Assist students with accessing college provided educational software.o Answer and prioritize calls to the Technical Assistance Centero Obtain detailed information from customers regarding the assistance required.o Cororespond with customers and technicians regarding the status of TAC calls.o Work with the Computing Support Manager to develop effective and efficient TAC procedures.o Train other Information Technology staff on TAC procedures.o Work with the Computing Support Manager to develop methods of measuring TAC effectiveness.o Maintain accurate customer contact information.o Maintain and update TAC logs.o Assist in training other IT staff.

Bachelor’S Degree, Management Information Systems, General

Activities and Societies: Intervarsity Christian Fellowship ChoirInvolved with Intervarsity Christian Fellowship. Part of the university.

Bachelor Of Arts (B.A.), Management Information Systems, General

Activities and Societies: Intervarsity Christian Fellowship Choir