Eric W. Email & Phone Number

Burbank, California, United States

Sherman Oaks, California, United States

• Launched the addition of an internal Support tier; creating all documentation and processes.
• Managed in-house teams of 25+ technicians, 130+ off-site technicians, and the integration and support of multiple 3rd party vendors.
• Report KPIs, Incident volume and current incident trending across both teams.
• Served as final escalation level for both departmental and interdepartmental supervisors before executive leadership involvement.
• Accomplished organizational goals by working with the CTO and Vice President to make important improvements in department answer rates from 40% to 75+%, and reduce overall ticket handling times.
• Determined department budget, account reconciliation, staffing structure, and input for OSS/BSS organizational needs.

Sherman Oaks, California, United States

• Supervised and coached an in-house team of 11 technicians, and 30+ off-site technicians.
• Overhauled department training program post-merger to focus on personal development and technical training.
• Created both technical and process documentation to standardized knowledge, procedures, and operational response.
• Reduced rolling ticket average in the fourth quarter by 80%, from 1,000 tickets down to less than 200 daily.
• Cross-trained NOC technicians on post-outage documentation, reporting, and creation of RFOs.
• Conducted performance reviews and mentored team members to 12 promotions, with two advancing into NOC.

Quincy, Massachusetts, United States

• Configured and deployed Cisco ISR1921, ISR4221, ISR4321, and ASR920, along with Adtran 908e.
• Implement, maintain and repair routing, IP switching, firewalls, and remote access protocols for network technologies: LAN/WAN, Ethernet, TCP/IP, SNMP, VPN, SFTP, VLAN, VoIP, DNS, DHCP, WiFi, and Cellular.
• 24x7x365 monitoring and surveillance, analysis, troubleshooting and incident management of telecommunications environment, information security hardware/software, network infrastructure, network operations, I.T..
• Provide base level I.T. support to non-technical personnel within the business and direct customer support when required.
• Collaborated with network engineers, field technicians, equipment vendors, and telecom carriers to effectively troubleshoot and resolve various types of network issues and outages.
• Interface with ISPs/NOC to resolve global public/private BGP peering issues.

Quincy, Massachusetts, United States

• Remote troubleshoot issues related to POTS, Broadband, dedicated circuits, Hosted PBX, Managed Services, SIP Trunk/VoIP, GRID, SD-WAN, and MPLS.
• Troubleshooting errors and configuration issues on all monitoring on the network.
• Administration and support of a global Orion Solarwinds performance monitoring environment consisting of over 140,000 network devices.
• Assisted in the gradual end of life transition from Solarwinds to Zabbix monitoring suite systems.
• Troubleshoot issues relating to Cisco Meraki, TPX, and VeloCloud.

Quincy, Massachusetts, United States

• Responsible for handling On-Network and Off-Network equipment customer calls and guiding clients through LAN/WAN troubleshooting to resolve technical issues in a timely manner.
• Remotely troubleshoot issues on problem calls from Granite Network and wholesale Network customers and field technicians.
• Professionally and accurately handle customer requests including technical and non-technical inquiries.
• Answer routine questions regarding service installation, product features, outages and component-level problems.
• Follow up with customers and internal departments to confirm that issues have been resolved in a timely manner that is satisfactory to the customer.
• Working with the NOC directly as a Level 2 support group for NOC Products.

Boston, Massachusetts, United States

• Introduced to Porsche as part of a liaison team transitioning clients onto high line products.
• 200% increase in Porsche sales within a two year time period; finishing first in the Northeast region.
• Determined current and future technology needs and defined system architecture for existing departments.

Weymouth, Massachusetts, United States

• Responded accordingly to competitive inventory analysis, price comparison and projection goal setting.
• Interviewed, hired, and provided employees with guidance in handling difficult and complex problems, and in resolving escalated complaints and disputes.
• During peak periods, designed and established a network to handle multiple orders, communicate effectively, and transition customer databases to ensure repeat business through efficient feedback and notification systems.
• Contributed as an equal member of a four person team and achieved 600% increase in revenue over a five year period, from $300k to $2.1m.
• Maintained operational efficiency with proactive oversight and corrections.
• Determine areas of improvement for cost control and reduce expenses by streamlining inventory acquisition.

Weymouth, Massachusetts, United States

• Provided support for TicketNetwork proprietary software.
• Document all issues and generate reports detailing common problems and error trends.
• Escalate service questions to appropriate client representatives.
• Contribute to in-house I.T. services, installing and configuring new desktop systems for team members.
• Investigated and recommended hardware and software solutions, upgrades, and patches in response to business application needs and demands.

Weymouth, Massachusetts, United States

• Diagnose, troubleshoot and resolve a range of software, hardware, and network connectivity issues. Excelled at asking probing questions, researching, analyzing and rectifying problems.
• Supported small business clients via inbound technical support calls.
• Researched client issues, resolved complaints promptly, and provided detailed descriptions in client database along with following up diligently to ensure client satisfaction.
• Displayed exceptional people skills and maintained a calm demeanor during every call.
• Built 20 personal computers and two networks.