Eric Swanson Email & Phone Number

Longview, Wa, Us

Longview, Wa, Us

Phone and remote support for several client out of a small MSP in Longview, WA- Ticket handling of incoming requests and incidents through Connectwise.- Troubleshooting desktop and software issues to completion.- M365 user management- Azure and On-prem object configuration and troubleshooting- Network troubleshooting- VPN configuration and troubleshooting with Sophos Suite.

Vancouver, Wa, Us

Managing a team of 7 support technicians for Vancouver MSP- Working with the team to enhance policy and procedures for day to day activities- Working with the team to streamline our Knowledge Base- Worked with Project Management to implement various projects- Working with Azure Cloud Administration, O365 administration, Endpoint Manager, CSP lincense administration, Windows 10 desktop support, PC provisioning, and account creation and termination.

Menlo Park, Ca, Us

Managing a team of 6 supervisors and 61 remote call agents supporting the San Diego Unified School District.- Worked with IT team to put policy and procedure in place to build the team up for a flawless start date in under a week.- Implemented procedure for daily and weekly reporting metrics to upper management.- Worked with the IT team to build and maintain a knowledge base in Service Now.- Created reports and dashboards in Pure Cloud to track performance of agents.

Hanover, Md, Us

Managing a team of 10 contractors for Windows 10 and O365 migration. - Level set numbers and expectations for completion target including project budget updates.- Created weekly update PowerPoint presentation for CIO and CTO.- Worked with several 3 party vendors to identify and implement solutions to upgrade application to work properly within Windows 10.

Las Vegas, Nevada, Us

Managed the support all PC/Apple computers, Point-of-Sale devices, thin-clients, print devices, Active Directory infrastructure, software across all properties, and proprietary casino and hotel systems with 5 managers and 50 technicians across 7 local hotels and 4 remote hotels.  Successfully reduced a backlog of 500 outstanding tickets (over 30 days) by 80% within 6 months.  Worked with Data Security Office to create a streamlined process that quickly granted appropriate system access by establishing system profiles based on established positions.  Created an interactive spreadsheet that color coded salary discrepancies over time and calculated percentages to bring compensation stabilization among new and existing employees.  Updated policy and procedures for conventions to ensure that work adhered to SLA’s. • Oversaw a $3M budget. • Trained and on-boarded staff including best practices, compliance, operations, sales, marketing, company culture, and expectations. Mentored and promoted 5 managers. • Ensured service level agreements (SLA’s) were met. Reconciled and managed assets and vendors. • Worked closely with vendors on application upgrades to ensure utilization of hotel technology. Project implementation support with the Windows 10 upgrade. • Monitored, investigated, and resolved security risks, virus outbreaks, and malware issues. • Worked with network security and data security teams to ensure proper versioning and Microsoft patches were run for protection.

Las Vegas, Nevada, Us

Managed a high-performing team of up to 16 employees. Oversaw the day-to-day management of desktop operations for Mandalay Bay, Luxor, and Excalibur. • Maintained stability and integrity on projects by following strict procedures and timelines.

Norwalk, Connecticut, Us

Outsourced to ACS but supported the MGM Resorts International account. Oversaw 1 manager, 8 supervisors, and 70 technicians for the. • Billed back MGM to ensure payment for services delivered at MGM properties. • Provided project implementation support. Oversaw 5 supervisors and 40 technicians for Mandalay Bay, Luxor, Excalibur, MGM Corporate, and Deployment, Refresh, and VIP Teams. • Recruited, managed, developed, and optimized employees.

Las Vegas, Nv, Us

Trained and provided leadership to 10 technicians at Mandalay Bay, Luxor, and Excalibur.