Eric Fenstermacher Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona, United States

• 8 Years Front Line Helpdesk/Customer Support• Highly skilled at managing frustrated customers to focus on finding a resolution• Proficient at diagnosing and resolving a variety of technical issues• Adept at learning new technologies and systems• Strong verbal and written communication skills• Strong passion for creating and improving documentation to reduce tribal knowledge• Solid background in building long-lasting customer relationships and trust• Able to prioritize and schedule tasks based on customer need and issue urgency

As a Technical Alignment Manager for Valeo Networks, I am dedicated to aligning technological solutions with our clients' business objectives. Through close collaboration with client departments, I translate their needs into customized technical solutions that seamlessly integrate with strategic goals. My approach involves maintaining a nuanced understanding of both client business strategies and available technologies, facilitating effective communication between our technical teams and client stakeholders.An additional focus of my role is to proactively identify and address potential issues, aiming to reduce reactive tickets. By implementing preventive measures and anticipating challenges, I contribute to the overall efficiency and stability of our technology services. This proactive stance not only enhances client satisfaction but also underscores our commitment to providing optimal, forward-thinking solutions for our diverse clientele.

As a Tier 2 Helpdesk Support Technician, I play a crucial role in our IT support structure, specializing in resolving more complex technical issues that demand a deeper level of expertise. My responsibilities include diagnosing and troubleshooting escalated incidents related to hardware, software, and network problems. I collaborate closely with Tier 1 support, leveraging advanced technical knowledge to provide timely and effective solutions.In addition to resolving issues, I contribute to the development of knowledge base articles and assist in training Tier 1 staff, aiming to enhance overall team efficiency and expertise. When necessary, I escalate issues to higher tiers to ensure comprehensive resolution. My role is pivotal in maintaining a high standard of IT support, addressing challenges with a proactive and knowledgeable approach.

As an Integration Technician for Valeo Networks, my primary focus is ensuring a smooth client onboarding experience. Specializing in efficiently integrating and optimizing IT solutions, I collaborate with clients to assess, design, and implement tailored systems. Throughout the onboarding process, I emphasize meticulous documentation to capture configurations, procedures, and troubleshooting steps. This commitment to documentation not only facilitates a seamless transition but also ensures transparency and empowers clients to navigate their newly integrated systems effectively.

Phoenix, Arizona Area

In my role as a MiCloud Office Guru, I extend support beyond initial implementation. I actively engage in troubleshooting alongside local IT teams, addressing any challenges that may arise with the MiCloud Office solutions. This collaborative approach ensures swift issue resolution and seamless functionality, contributing to a reliable and efficient communication environment for our clients. Whether it's call route optimization, customer onboarding, training, or troubleshooting, my commitment is to deliver a comprehensive and responsive MiCloud Office experience.

Phoenix, Arizona

Configured hardware and software solutions for multiple clients with various computer needsWorked with co-workers and superiors to resolve and troubleshoot issues to minimize downtime in production.Educated co-workers on current and future processes to minimize downtime and streamline production.Focused on complex, detail-oriented work, using each experience as a learning opportunity.

Great Nyc Metro Area

Visited clients on-site, providing diagnosis and solutions for technology issues.Served as a liaison between Main Office and Clients.Utilized Active Directory to configure accounts and add mailboxes for oncoming employees.

Westwood, Nj

Used communication and management skills to install new shipping protocols in conjunction with Fedex HeadquartersPerformed vital system maintenance and implemented upgrades on existing office network.Served as an active team participant in large-scale reorganization project.Managed vendors to meet client deadlines