Eric Park Email & Phone Number

Philadelphia, Pennsylvania, United States

Philadelphia, Pennsylvania, United States

Sole IT Infrastructure resource for an office of 50 users providing daily support and completing a variety of IT infrastructure projects with minimal direction & training at times. Talked with the business to identify inefficiencies and process bottlenecks then created and implemented various technology solutions. Provided daily technical support as well as regular systems administration across a broad range of technologies.

Raleigh-Durham, North Carolina Area

Brought on as a contractor post-merger to assist with joining the infrastructure systems of both companies. Worked on projects that included AD, File Servers, and device migrations. Was hand-picked to be converted to a full-time employee, after 1 year, for a role that was slated to be a contract only position due to management's recognition of performance. Role consisted of 80% L2 daily user support and 20% project-based work across the full spectrum of IT infrastructure.

Durham, North Carolina

Recruited to provide remote level 1 help desk support for over 1000 Aetna end users, both domestic and international, via phone and chat. Support issues included software, hardware, mobile devices, VOIP phones, network connectivity, account administration, and email issues. Diagnosed, troubleshot, and resolved technical issues and routed more complicated support issues to the appropriate team.Key Contributions: • Remotely provided level 1 support for over 1000 Aetna end users, domestic and international, via telephone, e-mail, and instant messaging regarding any technology related problems. • Diagnosed, troubleshot, and resolved technical issues and routed more complicated support issues to the appropriate support team. • Clearly documented technical issues and troubleshooting steps in incident tickets to best relay the problem, steps taken towards resolution, and the solution to the problem.

Blue Bell, Pa

Hired to provide level 2 local support for over 500 Aetna employees at Aetna’s office in Blue Bell. Received tickets that were escalated from the level 1 help desk team and contacted end users to schedule a time to support their technical issues. Worked on new workstation deployments and procurement of equipment.Key Contributions: • Provided level 2 support for over 500 Aetna employees with all technology related issues including desktop, laptop, virtual machines, virtual private networks, internal and external software while adhering to SLA requirements. • Deployed new desktops and laptops for new Aetna employees by imaging and installing required software and assisted in procurement of old devices. • Upgraded end user to new devices by backing-up data, imaging machines, installing software and restoring data for Aetna’s biennial lease replacement program with minimal down time. • Trained college intern and new help desk hires in the understanding and supporting of technology related issues within the Aetna environment.

Hired as an intern that worked directly with the IT manager to support all SHM employees and perform regular IT related duties such as maintaining servers, backups, desktop/laptop troubleshooting, etc.

Worked as an intern for the Wharton School to provide technical support for all Wharton undergraduate and graduate students with their personal computers and mobile devices.