Eric M. Email & Phone Number

Los Angeles, Ca, Us

London, England, Gb

Led, mentored, and supervised a team of IT professionals, including network administrators, system administrators, and technical support staff.Designed the organization's infrastructure, prioritizing security, stability, and scalability while implementing best practices for system backups, disaster recovery, and data protection.Deployed the IBM Aspera application to streamline show deliveries with third-party clients.Managed the IT department's budget, ensuring optimal resource utilization and cost-effectiveness.Coordinated with the support team to promptly resolve user-reported problems and requests, handling escalated issues as necessary.Established and enforced IT policies, procedures, and security protocols to maintain data integrity and compliance with relevant regulations.

New York, Ny, Us

Administered via Active Directory multiple office locations (LA and AUS), approx 250+ users (PC/Mac/Mobile devices) including deploying new hardware, OS imaging.Supported full hardware stack at each location (Routers, Cisco Switches/WAP, Firewall, Netapp NAS, Network cabling and patch panels, etc). Technical Lead for Intune MDM, Office 365, MS Teams, and MS SharePoint applications.Accountable for training other Admins on hardware and software responsibilities. Responsible for user created tickets in JIRA and ServiceNow ticket systems.Administered accounts in SaaS apps Okta and Box. Managed Cisco AnyConnect VPN accounts and software.

Culver City, Ca, Us

Responsible for servicing the Digital Media Group help desk support requests for the 3 digital asset applications (EAGL, CineShare+, Acorn) for numerous customers both internal and external, for working with cross functional teammates as necessary, assisting with application testing, reporting, documentation, and enterprise/operational/maintenance special projects.

London, Gb

Managed transition to a new building with all new infrastructure.Administrated all IT systems, infrastructure, user accounts, security policies, firewall and data backups across the company.Inventoried and documented all IT related equipment.

Managed infrastructure upgrades, maintenance, and re-cabling of the server/data room.

Los Angeles, Ca, Us

One of two Technical Support Analyst supporting over 400 customers via phone, email, and remote access.Diagnose, troubleshoot, and resolve a large variety of Dakim Brain Fitness hardware and software issues.Developed a personal relationship with large accounts giving off-hours 24x7 support.Provide training to customers in the use of Dakim Brain Fitness systems and Dakim applications.Raised the customer satisfaction level to over 95%.Work closely with QA and Software Developers to correct hardware and software issues.Restructured and streamlined the Dakim Tech Support pipeline, compressing days worth of work into a fully automated system.

Glendale, Ca, Us

User support via phone, email, remote access, on site.Building, installing, maintaining, troubleshooting and initial setup of Windows/Linux desktops and laptops.Windows/Linux user account creation and administration.Software installation and license tracking.Develop and document tools and procedures to speed issue resolution.Analyze issues and create solutions for Hardware and Software problems.Daily and weekly preventive maintenance via Group Policy.Call resolution software Supportq/Formq/Jira.

Identify, troubleshoot, research, and resolve customer issues via phone calls, email and remote access. Performed on-site service for large accounts.Contributed to process and product development with a focus on website support, quality assurance, installation/troubleshooting manuals.Worked closely with software development team on beta program versions and updates.Responsible for all general network configuration and maintenance with regard to the testing lab.

Round Rock, Texas, Us

One of four highly specialized engineers globally, responsible for system maintenance and execution of proprietary hardware and software.Worked closely with the internal/external EMC team, as well as the customer to resolve technical issues.Contributed to centralized problem identification and resolution database.

Round Rock, Texas, Us

Served as primary contact for service technicians, field engineers and customers on a global basis.Troubleshoot array data loss, slow read/write, Raid-5 issues, LUN creation/recognition, HBA connectivity and Windows/Unix/Sun Solaris host problems.Assist customers with implementation solutions to performance issues, LUN presentation, Raid group layouts, connectivity topologies and zoning with Brocade, Cisco, and McData switches.

Us

LAN administration for specific business units, maintaining over 400 user IDs and access to the appropriate directory structures.Maintained large portions of the server environment while directly supporting infrastructure management.Managed special projects (both desktop and network related) at the direction of the desktop and infrastructure directors.

Network Administration

Mechanical Engineering