Seth Epstein Email & Phone Number

Dallas, Texas, US

• Brought down the average time to repair for Field Service tickets by 41 hours after six months of employment by enacting best practice processes and addressing technical pain points.
• Stood up scheduled reporting to monitor Service Desk KPIs.
• Integrated Vendors with Apple Business Manager and Intune to decrease deployment time.
• Coordinate Threat Vulnerability Management leveraging Nessus and Tenable.
• Submit risk exceptions to Infosec and develop compensating controls for accepted risks.
• Negotiated custom-build solutions for laptops and desktops, ensuring universal hardware architecture, increasing hardware specs, and lowering the cost of new-hire hardware packages by $550.

Grapevine, Texas, US

• Provide internal level 2 support to GameStop corporate employees.
• Technical point of Contact for GameStop's blockchain team.
• Handle technical escalations from the service desk.
• Provide White Glove Service for VIPs and senior/c-level executives.
• Coordinate deployment of equipment for large Customer Service hire groups.
• Assisted Employees via walk-up service window, tickets in JIRA, email, and instant messaging in Microsoft Teams.

Troy, Michigan, US

• Created self-updating packages in PDQ Deploy for remote software installs, aiding in Threat Vulnerability Management
• Created images in WDS for deployment/Injected windows updates as needed
• Created cost-saving projects with a greater than $15,000 return
• Coordinated deployment of prepared equipment for large new hire groups
• Troubleshoot computer hardware / swap components
• Maintain asset database and inventory / coordinate purchasing

Daytona Beach, Florida, US

• Resolve customer issues in a positive, professional, efficient manner and in compliance with the HCHS Customer Service Level Agreement (SLA).
• Provide Service Desk Support for First Call Resolution (FCR) to users over the phone and through remote assistance.
• Perform Service Desk duties as needed, clearly define user problems received via phone/e-mail/voice message, resetting/unlocking accounts, setting up printer profiles, setting up email profiles, hospital applications.
• Provide Deployment Support to users throughout the enterprise. Performing deployment duties as needed, including imaging and re-imaging of PCs and laptops, installation of hospital applications.
• Provide information, technical assistance and education to users as warranted.
• Maintain, analyze, troubleshoot, and repair computer systems software.

Kirkland, Washington, US

Bellevue, WA, US

Troy, Michigan, US

Bachelor Of Science - Bs, Information Technology

Associate Of Science - As, Electrical Engineering Technologies/Technicians

Associate Of Science - As, Computer Engineering Technology/Technician