Eric O'Neil Email & Phone Number

Houston, Texas, United States

Houston, Texas Area

Provide level 1 and 2 IT support for internal business users.Provide level 1 and 2 IT support for external users to over 300 companies.Test, coordinate and perform upgrades to Office 365 for multiple client companies while working with customer vendors to ensure zero downtime and full compatibility with proprietary software.Coordinate with local ISPs nationwide for quick circuit outage repairs and upgrades for customers.Troubleshoot various client operating systems and applications including Windows 7/10, MacOS, Office 2010+, Adobe Acrobat and Creative Cloud, AutoCAD, Quickbooks, Deltek, Prophet CRM.Assist with configuring, backing up and restoring through various platforms: Cohesity, Veeam, Datto, Veritas BackupExecConfigure and deploy Cisco phones, telepresence and voicemail using Cisco CUCM and UnityAssist in scheduling internal personnel to ensure 24/7 coverage for global client-base.Update and categorize alerts for existing customers and assisted management with configuring alerts for new customers.Train new NOC personnel in providing day-to-day support along with special projects and mentor each in expanding their customer support skills and knowledge.Refine processes and update Standard Operating Procedures and client specific procedures.Assisted management in continuing support for managed customers throughout Hurricane Harvey ensuring minimal downtime for local and nationwide clients.Updated and streamlined server patching process to ensure proper deployment of security patches for over 1500 managed servers.

Houston, Texas Area

Performed as Tier 1 and 2 desktop, hardware and application support for over 1000 users.Assisted system administration team with the Kaspersky deployment project, coordinating and updating all desktop and laptop systems with up-to-date managed anti-virus programs and updates.Administered the Office 365 2016 hybrid exchange environment to include adding/editing/removing users, distribution groups, shared mailboxes; built and implemented standard archiving policies.Interfaced with Microsoft for information and assistance in planning and altering existing Office 365 licenses and configurations of the hybrid exchange environment.Assumed control of expanding Knowledge Base articles and internal process documentation, streamlining multiple processes and reducing call volume.Worked with other technicians to plan and implement the streamlining of ordering and processing new equipment to include desktops, laptops, printers, and peripherals.Collaborated with programmers and other technicians in building, testing, and planning Windows 10 in preparation for company-wide upgrade.

Houston, Texas

• Provided Tier 2 desktop support to over 44,000 internal AT&T users.• Collaborated with managers and team leads to provide support to over 50 Tier 2 technicians with difficult troubleshooting and advanced solutions.• Took control of Knowledge Base article writing, reviewing, and publishing to produce over 600 new articles available to technicians and users.• Processed an average of 28 issues a day while maintaining a 99% first-call resolution rate.• Assisted Information Technology managers identify emerging trends and solutions to new issues within hours of identification.• Identified upgrade processes for Office and other applications and scripted their automation and reduced resolution times by one hour or more.• Created an extensive program to assist fellow technicians in searching available knowledge bases, company wikis and SharePoint sites to quickly find scattered information, further hastening resolution times and rates.• Provided training to new technicians in proper troubleshooting techniques and telephone and chat etiquette.

Houston, Texas Area

• Prepared and finalized bid proposals.• Negotiated with clients to fine-tune proposals based upon further needs of the client.• Assigned projects and tasks to subcontractors based upon their competencies and specialties.• Educated each subcontractor on the companies’ quality standards throughout the construction process.• Reviewed and investigated all change order requests.• Led and managed resolution of all issues during project construction and commissioning phases.• Maintained all projects schedules and timelines to ensure timely completion of each project.

Houston, Texas Area

• Lead upgrade to Windows 7 environment to over 200 users.• Assisted in coordination of office expansion, adding eighty new offices.• Provided Tier One and Tier Two Information Technology support to company personnel.• Maintained detailed inventory of all computer hardware, printers, and toner cartridges.• Engaged in hardware break/fix repairs for all out-of-warranty computers and printers.

Houston, Texas Area

• Created a Knowledge Base for Information Technology processes and How-To guides for users.• Planned and oversaw corporate-wide Windows 7 and Microsoft Office 2010 upgrade.• Configured, installed, and maintained remote branch computers, mobile phones, and printers.• Processed an average of 55 inbound and outbound technical support tickets per day.

The Woodlands, Texas

• Performed installation and programming of new Mitel phone system for 150 employees.• Designed and planned implementation of Active Directory for entire company.• Constructed and maintained inventory of all Information Technology assets.• Coordinated between American Financial and third party vendors for services and troubleshooting.

Iraq

• Acted as the sole point of contact for computer system, network, and VoIP issues to over two hundred users.• Installed, maintained, and upgraded networking infrastructure to include fiber optic and CAT5E cabling.• Established and maintained a computer system for troop morale, providing computers, network access, filtering, and intrusion detection.• Corresponded and negotiated with government agencies to acquire and maintain supplemental services.

• Deployed, troubleshot, and repaired network and VoIP infrastructure and cryptographic systems.• Coordinated, implemented, and maintained network design, operation, defense, improvements, and equipment.• Provided mission critical voice, data, and video services.• Installed, upgraded, configured, and maintained military mission critical Command, Control, Communications, and Computers systems and circuits.