Eric Baker Email & Phone Number

Santa Clara, Ca

Maintained an inventory of IT assets within the appropriate management systems and ensured assets are properly documented (i.e. serial number, asset tag, name, etc.).Performed transactions activities to procure, assign, deploy, or recover IT assets based on requirements.Validate inventory of IT assets within stockrooms to include name, description, part numbers, asset tags, etc.Perform cycle counts, shelving, barcoding, spot check inventory, etc.Prepare a list of depleted products and a survey of unusable products.Process returned assets and prepare them for reuse/recycle (e-waste).Maintain and evaluate inventory records weekly with accurate cycle counts.Notify management of shortages or other problems that could impact product availability.Procurement functions related to ordering mobile devices, tracking and deployment.Fulfill mobile device request using ServiceNow and service provider portals.Communicate with end-users and provide answers about mobile devices.

San Francisco Bay Area

• Supported 1000 plus CEO level, remote ,and onsite users• Utilized Team Viewer when applicable to assist users that were off site• Maintained conference room software equipment which utilizes Skype Zoom Room software, Logitech and Mac hardware • Worked with outside vendors to obtain software licensing or equipment replacement when applicable.• Managed encrypted laptops via MacAfee and Filevault .• Prioritized all user requests to meet SlAs via Mojohelpdesk • Utilized Okta and Bettercloud to provision or DE provision users.• Provided administrator support for Gsuite.• Provided administrator support for Slack channels and users• Point of contact for onsite hardware needs (laptops and peripherals)

San Carlos

• Supported CEO level and regular users onsite. • Utilized LogMein123 when applicable to assist users that were off site• Maintained conference room software equipment which utilizes Skype Zoom Room software and Polycomm hardware • Worked with outside vendors to obtain software licensing or equipment replacement when applicable.• Managed encrypted laptops via MacAfee and Filevault.• Prioritized all user requests to meet SlAs via Salesforce • Utilized TriActive and Scanasset to track all company issued equipment.• Point of contact for all inventory being issued to all other U.S. TiVo sites.

San Francisco, Ca

• Supported CEO level and regular users onsite. • Utilized Apple Remote when applicable to assist users that were off site• Maintained conference room software equipment which utilizes Zoom Room software and iPads• Worked with outside vendors to obtain software licensing or equipment replacement when applicable.• Managed encrypted laptops via Airwatch and Filevault.• Prioritized all user requests to meet SlAs via Slack application • Kept user accounts updated via Okta and Rackspace application.• Performed basic troubleshooting of network issues as they would arise. • Replaced a defective Cisco switch because of POE issue

Santa Clara

• Re-imaging of Mac and PCs to company standards utilizing Ghost Software or Casper imaging• Scheduled and prioritized appointments daily to resolve user issues. • Recommended the upgrade of hardware when applicable as well as made repairs to user equipment as necessary.• Worked with outside vendors to obtain software licensing or equipment replacement when applicable.• Troubleshoot and resolve user issues via Dameware or Remote Desktop when applicable.• Prioritized all user requests to meet SlAs via ServiceNow ticketing system

San Mateo, Ca

• Supported 100 plus Windows and Citrix users remotely.• Scheduled and prioritized appointments daily to resolve user issues. • Recommended the upgrade of hardware when applicable as well as made repairs to user equipment as necessary.• Worked with outside vendors to obtain software licensing or equipment replacement when applicable.• Troubleshoot and resolve user issues via Dameware or Remote Desktop when applicable.

Belmont

• Supported 400 plus Windows and Mac users both onsite and remote.• Scheduled and prioritized appointments daily to resolve user issues. • Re-imaging of Mac and PCs to company standards utilizing Ghost Software• Recommended the upgrade of hardware when applicable as well as made repairs to user equipment as necessary.• Worked with outside vendors to obtain software licensing or equipment replacement when applicable.• Troubleshoot and resolve user issues via Remote Desktop or Bomgar when applicable.• Prioritized all user requests to meet SlAs via Manage Engine ticketing system (Closed an average of ten per day)• Assisted in enterprise testing of Windows 10 for companywide migration from Windows 7 OS

San Francisco Bay Area

• Supported Windows and Apple Desktop and Laptops .• Scheduled and prioritized appointments daily to resolve user issues. • Re-imaging of Mac and PCs to UCSF Standards• Recommended the upgrade of hardware when applicable• Worked with outside vendors to obtain software licensing or equipment replacement • Troubleshoot user issues via Remote Desktop when applicable.• Prioritized all user requests via ticketing system to meet SlAs via ServiceNOW

San Francisco Bay Area

• Monitored nightly back ups of servers and databases. •Utilized Kaseya ticketing system to track cases and meet SLAs in a timely fashion.•Scheduled and performed monthly PC and server maintenance for 40 plus users.• Monitored and troubleshot IVR call data.• Provided hardware and software support for mobile data computers for SF bus companies.•Created user accounts and groups through active directory as required by client. •Hands on experience in local and network printing set up and repair.•Assisted in the conversion to Shoretel phone system.

• Supported various retail and enterprise clients onsite or remotely.• Deployed laptop and desktop stations after re-image and installation of software to 150 plus employees •Diagnose and repair client's wireless access points.•Diagnose and repair client's server hardware and firmware as necessary.•Created user accounts and groups through active directory as required by client. •Hands on experience in local and network printing set up and repair.•Utilized ticketing system to track cases,parts ordered, and manage billed time in order to effectively satisfy contracted SLAs.

Concord, California

• Identify system defects and suggest/execute mitigation and resolution steps.• Assist CashPro clients and users in understanding the software, system and its functionality.• Meet both the customer and business needs by prioritizing the troubleshooting process and properly managing time. • Utilize Outlook 2012 email, chat, Web-X and remote control tools to communicate and assist in take over the user’s machine.• Troubleshoot software, hardware and network problems and provides 3rd party support referrals as necessary.• Provides basic to highly complex technical support to resolve installation/set up, configuration and usability questions for end customers.• Thoroughly document new issues (bugs) providing sufficient information to help development diagnose issues and attempt to reproduce when possible.• Solve Tier I/2 technical issues by investigation and confirming the validity of the problem and seek for known solutions related to the issues with advanced technical troubleshooting and analysis methods

✦Maintained databases for company issued mobile devices. Reduced unused company issued phone numbers by a total of 1600 thus saving the company an average of $64,000 per month. Utilized a company system known as WITTS to track resolutions to help desk tickets submitted by internal customers. Responded to and resolved an average of 25 tickets per hour. ✦Adept at developing and maintaining human resource administrative processes that reduce redundancy for senior management improve efficiency and achieve departmental and organizational objectives.✦Interacted with various wireless service providers to gather account information and manage account activity via email, conference calls, or onsite meetings. Provided a bi-weekly report to management team via power point regarding ticket metrics and ongoing projects. Read and analyzed the provided documentation, then manually entered the composition into an excel template.

✦Update the database for company issued mobile devices. This included the ordering of new devices and warranty exchange of defective devices through vendor contacts or web based portals. ✦Added additional lines of service for the company end-users based on company guidelines and policies. Respond to internal customers' help desk tickets through a system called Remedy.✦Provided new hire logistics to new hires, management team, and update confidential employee Personnel Action Notices. Maintain New Hire Portal.

✦Handled internal customers' help desk tickets through a system called Remedy. Administered databases for company issued mobile devices. ✦Ordered new devices and warranty exchange of defective devices through vendor contacts or web based portals as well as maintained inventory levels onsite for replacement of new and defective devices. ✦Updated the internal website with information regarding the ordering of wireless devices, this included company policies regarding the ordering of new phones or wireless laptop connection cards

✦Assisted customers in fulfilling their wireless needs. ✦Actively pursued and generated leads for small business services. This entailed everything from cellular phone, rate plans, and satellite TV. ✦Troubleshot customer’s equipment and offered solutions or repairs. Due to level of experience acted as assistant manager. ✦Generated an average of $4,000 monthly revenue in sales for the company. Consistently scored 90-95% in customer approval surveys

Utilized SAP to monitor inventory and shipment of charcoal and bleach products from thecompany warehouse to vendors throughout California, Oregon,and the state ofWashington.Interacted with vendor account managers via phone and email to insure thatorders were placed according to company guidelines to effect efficient loading of palletson the trucks

Hired as a call center rep and was promoted to Lead rep after 2 months based onexperience and performance. As the lead customer service representative in a call centerof over 200 employees assisted in the training of new hires. Also responsible orintervening in online calls that had escalated issues resulting from purchase and/orshipments. Utilized Oracle to track and place orders. Consistently maintained anexceptional actual work time standard of 20 plus calls per hour.

Developed print and online media including logos, technical drawings and salesliterature. Maintained departmental database for changes made to the company website.Acted as liaison between marketing and engineering department for informational changesmade on company website via HTML and web authoring software programs SKILLSMS Word MS Excel Dreamweaver CS3 HTML Oracle XML Flash CS3 Adobe Photoshop CS4 Mac OS X Flash CS4 Symantec Ghost Software