Eric Babcock Email & Phone Number

Chicago, Il, Us

Panama City Beach, Fl, Us

I led a team of systems administrators, network engineers, dev-ops engineers, database administrators, security specialists, technical specialists, and related outside consultants. I'm responsible for the ongoing stability of production systems, network infrastructure, and development environment infrastructure in BookIt.com’s 24/7 online commerce ecosystem. I'm responsible for both strategic planning of the ongoing improvement of these environments as well as the tactical implementation and management of these systems. I maintain and negotiate complex contracts with vendors, work with the VP of Technology to provide finance quotes and project plans to determine business value, and align departmental strategy with overall business strategy.As a director within BookIt.com, I participate with the other staff members to contribute to and support the corporate goals, business plan, standard operating procedures, and Corporate Quality Policy, and thus requires personal and professional integrity and work ethics.

Maintained and performed upgrades to network equipment.Administration over Cisco router and switches, Dell switches, Windows and Linux Servers.Took ownership of digital online marketing and social media.More than doubled active followers and increased follower engagement.Designed and implemented social media strategy to align with business goals.Created original text and video content.Marketed and collected user-submitted information to be used for the in-house vacation marking sales team.Built and managed the in-house sales call center of 15+ representatives.Including building, installing, and running the dialing platform and CRM systems used by this team from scratch.Performed research on current benchmark trends and audience preferences.Communicated with followers, responded to queries in a timely manner and monitored customer reviews.Provided an interface to technical functions supporting the development and management of business-critical technologies.Assisted with oversight of lead management process; provided issue resolution and configuration support.Overseen 100% of the requests, incidents, and problems. Managed and coordinated urgent and complicated support issues.Acted as an escalation point for all requests and incidents. Developed phone/ticket escalation processes to ensure free-flowing escalation and information within the organization.Key technologies used: SSH; SSL; SIP; IAX; Asterisk; Cisco; Digital Certificates; Anti-Virus & Malware Tools including (CrowdStrike, Microsoft, Malwarebytes, Cisco); Backups; HTML; CSS; SQL; MsSQL; PHP; WAP; RFID; VMWare (ESXi, vSphere, vCenter, Distributed vSwitch); Remote Desktop; Slack; Meraki; CRM; ERP; DEP; VPP; MDM; SPI; Salesforce; Adobe Photoshop; Adobe After Effects; Adobe Premiere Pro; Adobe Audition.

Winter Park, Fl, Us

Served as the around-the-clock contact for all related support issues, providing advanced first level technology support by remaining on-call during off-peak hours to respond to support service issues.Performed staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.Managed the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.Solved problems and made decisions on a daily basis relative to Help Desk responsibilities. Ensured that effective Help Desk representation took place for the coordination of work processes and projects with other departments.Ensured decisions made to improve the overall customer support of the Help Desk were continually carried through.Conducted the needed training to new help desk employees based on the type of work assigned to them.Managed IT staff by recruiting, training and coaching interns, and employees. Designed, developed, implemented and coordinated systems, policies, and procedures.Increased network efficiency by over 50% by re-configuring routers between sites, IPSec LAN-to-LAN VPN tunnels.Led comprehensive security infrastructure upgrades (e.g., firewall/VPN upgrades, intrusion detection, token-based authentication and remote management)Built and maintained Cloudstack environments.Maintained over 80 Apple devices with MDM solutions like Meraki, Jamf, and Munki.Maintained Active Directory (DHCP, WINS & DNS) and group policies within the networking environment of Windows 2012R2/2016 across multiple locations and data centers around the globe.Built and maintained company VoIP systems, including Asterisk and 3CX.Maintained a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.Performed duties in a cost-effective manner to avoid waste of resources without jeopardizing the quality of care and service.

Administration over Cisco Routers and Switches, Windows, Linux Servers, Email and Web Hosting, customer-facing DNS and Authentication.Served as the around-the-clock contact for all related support issues, providing advanced first level technology support by remaining on-call during off-peak hours to respond to support service issues.Designed, implemented, and maintained the current and next generation of network systems.Cultivated growth and development of the Network Operations Center, resulting in 50% increase in shift coverage and cross-training opportunities for managed personnel.Developed automation scripts, resulting in reduced time spent by Tier 2 operators on manual tasks.Established all performance metrics and established processes and procedures SLA.Reduced averaged talk time through training and effective call management strategies.Managed IT implementation projects and client on-boarding/off-boarding.Created disaster recovery plans and reported significant events to customers and support staff with resolutions and proactive procedures to avoid future outages.Utilized multiple monitoring applications to ensure availability, integrity, and confidentiality.Designed and implemented long and short-term strategic plans to make certain network capacity for future requirements.Key technologies used: SSH; SSL; BGP; SIP; IAX; Digital Certificates; Anti-Virus & Malware Tools including (Symantec, McAfee, Microsoft, Cisco); Imaging; Backups; HTML; CSS; SQL; PHP; KVM; XEN; Nagios; Zenoss.

Built, managed, and maintained systems used by multiple customers call centers with most of them averaging more than 300 representatives.Conducted effective resource planning to maximize the productivity of resources (people, technology etc.)Collected and analyzed call-center statistics (sales rates, costs, customer service metrics etc.)Evaluated performance with key metrics (accuracy, call-waiting time etc.)Prepared reports for different departments and upper management.Reviewed statistical reports with vendors to identify trends and assess performance.Resolved complex call center technical issues.Served as the around-the-clock contact for all related support issues, providing advanced first level technology support by remaining on-call during off-peak hours to respond to support service issues.Found feasible solutions to technical and logistical issues faced by clients.Developed company systems for customer interaction and voice response and performed the implementation process.Oversaw the ordering, PO approval process, and installation of the network equipment supporting both IT and Telecom.Lead Technical PM in designing technical facilities (e.g., Security Command and Control centers, Communication centers, Operations centers, and Computer data centers) and other telecom related projects (MDF/IDF design/build, T1s, T3s, PBXs, WANs, LANs, MPLS)Installed and built least cost routing carrier grade switching platform.Delivered related Network Engineering services associated with the planning, deployment, installation, administration, and management of data and VoIP networks.Collaborated with administrators to ensure that VoIP traffic does not interfere with or hinder network data traffic.Key technologies used: SSH; SSL; BGP; SIP; IAX; Asterisk; Digital Certificates; HTML; CSS; SQL; PHP; Nagios; Zenoss.

Universal City, Ca, Us