Eric Hickman Email & Phone Number

Rockford, Tennessee, United States

Knoxville, Tennessee, United States

As Technical Services Manager I am responsible for multiple departments in the company including IT, Design and Development, Graphics and Engineering, and Purchasing. Strong vendor relationship skills are used daily to work with outside vendors in IT, Engineering, and Manufacturing. I am responsible for the IT infrastructure including Hyper-V clustered servers, Network / Firewall equipment, VOIP phone system, and desktop / user support.

Knoxville, Tennessee Area

Manage all aspects of company IT infrastructure including:• Hardware and Software support• Server Support• Company Backups and Disaster Recovery• Active Directory Administration• IT Project Management• Network design and support• Physical Security

At First Tennessee Bank I was a member of the Technology Operations Center (TOC). This position monitors the server and mainframe infrastructure and performs batch operations on the mainframe as needed. The TOC also is responsible for managing problem issue and escalation within the technology departments of the bank and served as the center for communications during critical issues and events. • Monitor, analyze, and respond to system issues following established procedures in support of mainframe, distributed, and network systems.• Assist in the determination of permanent corrective measures to prevent future system issues.• Provide accurate and complete description of the issue, inquiry, or service request in a call record or incident management ticket. • Routine follow-up on outstanding incident management tickets.• Ensure all assigned incidents are managed according to Service Level Agreements (SLAs). • Directs the response / resolution of system alarms and abends.• Participates in the design, development, and documentation of the knowledge base.• Work shifts as required to support the 24 X 7 environment.• Collaborates with the Technical Assistance Center to facilitate proper incident management.• Assists with documentation on Data Center standards and procedures.• Assists in the coordination/support for Data Center upgrades and maintenance.

As an Infrastructure Specialist at Panasonic, I was responsible for server and end user support for the 250 node network across approx. 275,000 sqft manufacturing facility. This included PC setup and maintenance, software support, and networking. I was also charged with managing software compliance and supported mainframe operations when needed. • Maintain 250 work stations and the network infrastructure• Maintain 16 servers including File/Print, Exchange, and Application Servers• Project manager over infrastructure related upgrades• Hardware procurement including Servers, Printers, PC’s, and Wireless equipment

• Administrating an 18 node network• Maintain and repair of all computer systems• Drawing, plotting, and archiving industrial electrical schematics • Panel design and construction