Eric C. Email & Phone Number

Austin, Texas

Responsible for performing moderately complex (journey-level) computer systems analysis work involving analyzing user requirements, procedures, and problems to automate processing or to improve existing systems. Primary SharePoint Administrator for Human Resources, working with other members of the agency’s SharePoint Support Team; serves as a member of the Business Operations SharePoint Working Group. Called to assist with PeopleSoft and other HR management systems and able to use PeopleSoft query tool, SQL, and other software applications to perform computations and statistical analysis of personnel data, design and produce spreadsheets, create and manage Access databases, and generate and analyze computerized reports and queries regarding HR operations using data maintained in PeopleSoft HRMS and other reporting database systems. Serve as the backup CHAPS Security Administrator; called to set up and maintain security permission lists and roles for users statewide, resets passwords, and adds and deletes users as requested by managers.

Olympia, Wa

Responsible for responding to, troubleshooting, and resolving tier one and tier two technical support requests to include installing workstations, peripheral hardware/software, configuring mobile computing devices, managing user account access, ensuring network printing availability, wireless connectivity, VPN/Citrix setup and maintenance, internal and external critical DCS application support while asserting an emphasis on continuous customer support and first contact resolution. Issues that cannot be resolved will be documented and routed for proper escalation and resolution.• Use knowledge of IT principles to provide technical support for desktop/laptop PCs, mobile devices, critical business applications, software, and other IT assets including access control devices, printers, and multifunction devices.• Diagnose, troubleshoot, and resolve routine and complex system software, hardware, network, and other computing related problems using various methods and best practices to ensure continuous statewide service.• Coordinate mission critical and business essential statewide server and network device system outages with internal and external IT staff from statewide agencies, field technicians, and other stakeholders.• Coordinate user account setup and management of 3rd party applications; facilitates access to applications (SEMS, Accurint, Skype, Barcode, ACES Online, etc.) and associated IT share folders.• Escalates highly complex tier 2 and tier 3 level issues to correct IT support group for resolution according to established procedures.• Notifies stakeholders and coordinate mitigation strategies of routine and time sensitive hardware and software maintenance schedules to include patching, data recovery, upgrades, or testing.• Implement IT Incident Management process for agency; rallies IT system subject matter experts and management staff to find immediate workaround or permanent fix to critical system failures and impacting collections around state.

Dupont, Wa

The City Council is responsible for enacting all legislation and making general policy decisions governing the City.

Tacoma, Wa

Provide technical software, hardware, and network problem resolution to faculty, student, and staff by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training; create technical documentation; troubleshoot hardware and software issues; and perform related work as required. Provide assistance to computer and/or voice system users related to correct log-on procedures, equipment maintenance procedures, operation and system usage procedures, changing user passwords, and making preliminary identification of problems encountered by network users; make preliminary identification of problems encountered by users to determine if it is due to equipment, network, or application errors and resolves issues or contacts appropriate personnel to achieve resolution; reviews all Parature tickets within the IT queue and resolves issues or escalates to appropriate support and documents procedures or practices for inclusion in Parature customer knowledge base and/or IT SharePoint site; provides O365 administrative management support and assists in the management of Active Directory user and computer accounts as well as the management of Pay for Print collections; provide Tier 1 support for the migration, implementation and support of ctcLink (PeopleSoft).

Olympia, Wa

A Geek Squad Operations Agent handles service traffic, making sure clients get their issues assessed and are connected with the best service for their tech problem. They quickly and accurately manage the inbound and outbound phone calls and successfully manage the escalation process with third party vendors and internal service center repairs. They manage shipping and receiving in addition to performing basic repairs and software installations.Responsibilities include running the administrative functions within Geek Squad and manage department communications; manage product shipping and receiving; and perform basic software repairs/installations and light touch repairs to products.

Olympia, Wa

Consultation Agents are the solutions experts, managing the check-in and check-out experience for clients and helping find the complete solution for their tech problems. Consultation Agents also coach the sales team, building trust and explaining services and technology to help staff match available services with the challenges customers are facing. Their knowledge of services, technology and business group strategies in partnership with the sales team ensures no client is ever left unserved or underserved.Responsibilities include engaging clients using selling skills to provide solutions to their technology challenges and working with the sales team, explaining services and technology to help them achieve business goals.

Tacoma, Wa

Served as principal advisor to commander of a 325-person battalion, regarding professional development, order, discipline, and training with a focus on recruiting and retention. Advised staff on development of policies and standards related to care of personnel, ensuring they were paid, clothed, fed, trained, “accounted for,” and their skills properly utilized. Also included performance and training management.Utilized a proactive approach towards care of personnel that resulted in a 100% retention rate, a reenlistment mission percentage of 106.3, and personnel evaluation rate increased by 25%.

Tacoma, Wa

Responsible for 29 separate suborganizations at 12 locations. Managed a budget in excess of $300K, and was responsible for over $1M in additional budgets managed by subordinates. Additionally, acted as Information Management Officer (IMO) and Information Assurance Security Officer. Active Guard Reserve Manager (HR Manager) for all full-time employees; provided training management, administration, operations, and logistics.Directly responsible for daily training of 6 employees. Took a positive approach toward training for remaining 124 full-time soldiers “as needed” for individualized training, mentoring, coaching, etc.Motivated a specialized operational team to improve systematic processes to increase military occupational specialty qualifications by 15% over a one-year period.Supervised/controlled operations’ section and conduct of training for over 2,000 people. Supervised preparation and distribution of operations’ reports, tactical plans, and training materials.Assisted in coordination and implementation of operations, mobilizations, training programs, administrative matters, and communication activities.Developed and integrated training programs across staff sections to increase productivity.

As, Business Administration

Itil & Security+ Certification, Solution Desk And Systems Administration Training Program

Activities and Societies: Security+, Network+, Windows Server 2008, Windows 7, ITIL

Undergraduate Certificate, It Infrastructure Security