Eric Oldham, Itil, Cysa Email & Phone Number

Florida, United States

Columbia, Maryland, United States

Columbia, Md

Mclean, Va

►Led multi-region team supporting and enabling over 3,000 end-users to provide best-in-class service to 1.8 million PenFed members.►Led team in Implementing and supporting multiple high-impact initiatives and projects for organizational transformation and continuous improvement.►Leveraged self-service and intelligent automation to transform the digital workforce.►Promoted partnerships to deliver exceptional user experiences. ►Guided and coached team members to develop specialized skills and maximize engagement.

Alexandria, Va

Oversaw the timely delivery of quality technical IT support services for over 450 end-users. Conceptualized, developed and integrated a self-service ticket tracking system aiding in streamlining processes, higher productivity and improved user satisfaction. Tracked instances of support in ITSM system aiding in monitoring trends, response times and SLA’s. Mentored and trained direct reports resulting in improved operations, increased productivity and increased user satisfaction.►Championed implementation of self-service ticketing portal reducing ticket triage and routing time by 60%.►Led initiative to automate account creation and removal processes resulting in realized cost savings through support staff reductions.►Implemented support and rollout of multiple high impact enterprise projects: Exchange/O365, Fileshare/OneDrive migrations, Windows 7/10 upgrades, Cisco AnyConnect NAC (ISE), two-factor authentication, ACD call center platforms.►Led technology team in planning, managing and supporting technology for fifteen-thousand-attendee annual conference exposition including network infrastructure, convention center Wi-Fi, streaming services, user hardware and vendor relationships.►Served as effective liaison between Executive Leadership and IT Division.

Alexandria, Va

Provided technical leadership for enterprise servers, operating systems and services focused on ensuring security and availability. Monitored and managed mission critical servers, software and services to include Microsoft Exchange, TIMSS/Personify Association Management System and Customer Relationship Management (AMS/CRM), EMC SAN infrastructure and VMware Horizon Virtual Desktop Infrastructure. Troubleshot network issues and all related services and support. ►Enhanced maintenance window requirements for change control and server patching to ensure operational availability.►Deployed multiple virtual desktop environments to enable elastic on-demand instances of linked clone and persistent desktops.►Mentored and trained team members to continuously improve problem ownership and business continuity.

Alexandria, Va

Supported enterprise IT operating systems, networks and platforms to ensure optimal efficiency and performance. Provided technical leadership regarding data backup, backup media management, disaster recovery planning, P2P data replication, Microsoft Windows Update Services (WSUS), file share servers, data warehouse infrastructure, SolarWinds monitoring of servers, software and websites. Deployed and supported 250+ chapter websites nationwide. Administered Microsoft Exchange and AMS/CRM systems. Provided VOIP administration and support through Cisco Unity and Call Manager platforms.►Implemented cloud-based AWS Glacier backup for tertiary off-site data redundancy.►Proven and tested disaster recovery and business continuity experience through responding, recovering and rebuilding all technology infrastructure to include networking, telephony, email, file shares and websites after massive multimillion-dollar disaster. ►Additional experience with the Society for Human Resource Management includes Service Desk support roles.