Eric Supan Email & Phone Number

- Work closely with a team and quickly adapt to changes on the fly willing to take on addition responsibilities- Diagnose issues, install updates and customize Windows desktop systems in order to meet company requirements- Install/test new software ensuring proper functionality- Troubleshoot desktop application issues and work to prevent the same problems from happening on other PCs in the network- Responsibly resolve/defuse and maintain courteous customer-oriented demeanor in crisis situation while maintaining a high level of ethics - Maintain co-worker and patient confidentiality in accordance with HIPPA- Customize and configure mobile phone Operating Systems for employee’s use- Complete assigned projects on time using sound judgment in decision making willingly taking new responsibilities and operate in a self-directed manner- Provide creative and innovative solutions to problems and offer positive, realistic suggestions to improve performance of information systems and processes- Install and maintain computers and peripheral equipment, such as scanners, monitors, printers, copiers and projectors- Assist I.T. co-workers in configuring and maintaining the computer and telephone infrastructure. Including troubleshooting wiring problems and helping maintain equipment needed to foster company communication- Communicate with hardware/software vendors to implement new technology into the organization- Maintain inventory database

- Provide primary tier 1 technical support for the Customer Services Help Desk.- Provide a high quality level of customer service. - Multi-task by navigating multiple applications, interacting with the customers, and document customers’ incident descriptions and resolutions in the Help Desk service application.- Status and follow-up with customers regarding completion of required work. - Assist customers via the automatic call distribution system, incoming e-mails and walk-up service for the Customer Services Help Desk.- Analyze, troubleshoot and verify reported issues.- Resolve tier 1 calls on the phone with the customer within a reasonable timeframe.- Create incidents to address all customers’ inquiries, issues, and requests, in the Help Desk service application. - Document incidents with a detailed description and resolution in the incident tracking application.- Create and assign work orders to service groups for required processing/resolution. - Detect and document trending of environment issues.- Collaborate and cooperate with team members and other organizational groups. - Provide support when required for installation of software, hardware, desk side visits, and video conferencing tasks along with creating/modifying written documentation.- Minimal travel to remote site locations to perform tasks.

New Orleans, Louisiana, Us

New Orleans, Louisiana, Us

- Responsible for maintaining, repairing, and supporting over 1000 laptops, 200 desktops, and 80 IP printers for a user base of over 1100- 90% of assets picked up/organized/setup/redistributed annually- Supported end users in various applications and levels - Work extensively with end-users to determine their needs and find solutions prioritizing tasks according to end user’s level of importance and urgency of problem- Extensive experience in setting up user, network storage, and email in Active Directory- Responsible for maintaining accurate records of all repairs using Track-It Software- Manage contract workers responsible for re-imaging desktops/laptops annually- Create end-user documentation for solutions to program/web issues- Recommended enhancements to operational processes within the department- Negotiate with vendors for desktop, laptop & printer purchases- Create hard drive images for yearly software updates- Maintained inventory of computer assets- Responsible for maintaining, repairing, and supporting over 1000 laptops, 200 desktops, and 80 IP printers for a user base of over 1100- 90% of assets picked up/organized/setup/redistributed annually- Supported end users in various applications and levels - Work extensively with end-users to determine their needs and find solutions prioritizing tasks according to end user’s level of importance and urgency of problem- Extensive experience in setting up user, network storage, and email in Active Directory- Responsible for maintaining accurate records of all repairs using Track-It Software- Manage contract workers responsible for re-imaging desktops/laptops annually- Create end-user documentation for solutions to program/web issues- Recommended enhancements to operational processes within the department- Negotiate with vendors for desktop, laptop & printer purchases- Create hard drive images for yearly software updates- Maintained inventory of computer assets

Tracked work orders using Track IT/footprints. - Provided phone support and troubleshooting for customers to resolve issues. - Interacted with students and teachers to resolve hardware and software issues. - Removed spyware and viruses. - Diagnosed and fixed various disconnection issues. - Maintained computer labs, including weekly checkups and semi-annual imaging. - Printer support (HP 2200, 2300, 2420, 3505, and more): Paper jams, toner replacement, and minor hardware replacement/repairs. - Software support for administrative staff. +Lotus Notes -MS Office - Laserfiche +Adobe -Maximo - Windows 98, XP, Vista - Hardware support for administrative staff including diagnosing, ordering, and replacement of hardware. - Added network printers using Active Directory. - Formatted hard drives and re-installed Microsoft Windows. - Assisted in updating and maintaining hardware inventory records. - Installed door card reader access for the residence halls on campus