Erick G. Email and Phone Number

Accountable for interfacing with clients of different industries such as health (Kaiser), agriculture (Nutrien) among others to provide project management supervision and execute IT infrastructure projects.• Provide active field IT support during the execution phase and support other project engineers when required.• Prepare, schedule, coordinate, and monitor all assigned projects.• Monitor compliance in all areas. Communicate effectively during daily interactions with the clients and users to interpret their needs and requirements.• Represent clients and users in the field. Maintain quality control in every area (scheduling, planning, team dynamics).• Clearly report on project status.• Delegate effectively to team; mentor and support team members. Communicate effectively with project manager and other project participants to provide needed assistance and technical support.

Responsible for assisting end-users with technical issues or questions relating to computer hardware or software devices. Duties include taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone and speaking with them about installing hardware or software on their computers. · Handling customer technical support cases through phone and email submission· Updating the company website with tech tips and brief documents· Evaluating system potential through assessing compatibility of new programs with existing programs· Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations· Maintaining system functionality by testing computer components· Achieving computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action· Maintain client confidence by keeping their information confidential· Preparing reference material for users by drafting operation instructions· Assist management in creating training materials pertaining to computer troubleshooting and usage· Organize and file documentation pertaining to warranties and instructional guides for computer hardware· Maintain a working log detailing all required system updates, as well as the date of completion· Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems· Resolve technical issues related to network interruptions· Actively update, maintain and monitor all aspects of computer networks

Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.• Assist with the installation and initial setup of Cisco devices such as firewalls, switches, routers, and wireless APs.• Manage Meraki AP wireless network.• Create support tickets using Connect-Wise web-based ticketing system to accurately document files.• Closed 95% of trouble tickets on the first call without escalation. Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.• Achieved a user satisfaction rating of 4.9/5.0; consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.• Set up secure WiFi and LAN.• Leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.• Responsible for assisting our Network team with monitoring Windows 2008 R2, and 2012 Servers.• Installed, repaired, maintained, and upgraded Windows desktop and Windows notebook computers.• Providing PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades. Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance.• Ability to handle different clients and different systems simultaneously.• Answered phone calls, greeting clients, and scheduled appointments.

Setup, maintain, and troubleshoot Windows-based virtual servers in vSphere. Administer and manage Office 365 accounts, user accounts, Active Directory, domains, and trusts. Conduct data restore using Symantec NetBackup 7.8. Ensure stable operation of computer network, local data center, and communications infrastructure, including DHCP and DNS administration.• Conduct server virtualization.• Manage network administration and print server administration processes.• Setup, maintain, and troubleshoot printers.• Oversee security solutions, including group policies, anti-virus, and data restore.• Complete equipment hardware and software upgrades.• Perform ongoing capacity planning based on projected growth.• Manage and update ticketing system, resolving any issues.• Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.• Used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.• Collaborated with vendors to implement new systems, including centralized printing system PrinterLogic. Worked with application vendors to troubleshoot incompatibility issues.

Installed, configured, and upgraded hardware, software, and peripherals for Windows and OSX.• Managed Office 365, cloud services, and LAN/WAN technologies.• Identified and repaired operating systems infected with viruses and/or malware. Worked on latest security solutions for antivirus, email filtering, encryption, and mobile device management.• Delivered exceptional customer service through responsive interfacing, problem assessment, prompt determination of corrective actions and comprehensive follow-up.• Handled daily inbound calls while providing superior customer service to customers as it pertains to account support, billing and technical support.• Perform outbound service calls to resolve customers' problems and inquires, including but not limited to technical support and account information.

Managed up to 10 employees, including workflow, project delivery, and timecards. Conducted installation and configuration of new networking equipment, including servers, switches, printers, and point of sale (POS) systems• Deployed HP routers and switches to perform initial configurations for network connections.• Completed server migrations and backups.• Configured HP-iLO ports.• Collaborated with third party vendors to resolve client technical problems.• Maintained user account information, including rights, security, and systems groups.• Performed Active Directory user setup tasks, such as accounts, permissions, applications, and groups.• Completed installation and initial configuration to join HP ProLiant 3G servers to domains. • Led teams on project delivery and SLA compliance, meeting established deadlines on 95% of projects.• Shifted customers to newest version of Windows, including computer re-imaging, data backup, printer installation, and system testing. Replaced slow, outdated legacy systems.• Administered and delivered customer-based onsite technical support with 100% satisfaction. Contracted with IRS and SSA to complete network deployment projects.• Operated Altiris console image in place (IIP) to load approved imaging for Windows 7 and Server 2008.

Managed onsite and remote projects for customers, including installation, configuration, and upgrades, as well as maintenance of networks, workstations, and related systems.• Completed wired and wireless network installation and maintenance, Performed server and Active Directory maintenance.• Installed and upgraded hardware, software, and operating systems.• Configured and installed anti-virus software, including Sophos, Symantec Endpoint, and ESET NOD32.• Conducted on-going training for end-users on new technologies, both software and hardware, resulting in 30% of cost reduction due to untrained end-users.• Collaborated with vendors to resolve issues related to third party applications that otherwise could lead to lost revenue due to system malfunction.• Set up and configured mobile devices, including iPhones, iPads, and Blackberries. Researched and resolved issues/inquiries daily.• Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management. Documented all inquiry activities in the appropriate reporting system.• Provided responses to inquiries in writing using professional email skills.