Eric Swanson Email & Phone Number

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.

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.

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.

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.
• 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.

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.