Eric Balugo

Las Vegas, NV

510-***-****

acukgz@r.postjobfree.com

Professional Profile

Qualified IT professional demonstrating the ability to lead in an environment of constant change. Committed, self-motivated, competent team player. Exhibits effective communication skills across all levels of management.

Technical Summary

Software: Mac and PC OS, Remedy Ticketing Management System, Cisco Unified CM Administration, Active Directory, Image Ultra Builder, Opera Property Management Software and System, Antivirus, Antispyware, Microsoft Office, Cisco AnyConnect, ShoreTel System Management and Vocera Admin Controller

Experiences

IT Client Services Technician

Adobe Systems

San Jose, CA

May 2011 to Present

Diagnoses computer issues, monitors processing systems, installs software and perform tests on computer equipment and programs for both Mac and PC environments at the Adobe Tech Café.

Conducts weekly new hire IT orientation including deploying systems and peripherals to new hires and providing introduction and instruction to Adobe network.

Sets up and configures laptops, including maintenance and migrations at computer refresh clinics.

Manages relationship with Computer Care for systems repair of Adobe assets including billing with customer business units.

Facilitates e-waste process to ensure compliance with company policy.

Assists in the maintenance of standards and documentation including inventory tracking.

IT Support Specialist

InterContinental Mark Hopkins Hotel

San Francisco, CA

December 2010 to May 2011

Assisted with on-site hardware issue resolution and local system upgrades.

Installed, configured and maintained all workstations to comply with prescribed client guidance including the application of patch updates and configuration changes.

Troubleshooted and repaired defective computer and printer hardware.

Researched and resolved issues concerning Blackberry devices and users access.

Administered user rights and permissions, disabling and enabling accounts and file/folder permissions.

Help Desk Administrator

Selling Source, LLC

Las Vegas, NV

May 2006 to November 2010

Responded to technical requests in person, via phone and electronically. Identified, escalated, tracked, route requests and documented resolutions.

Performed daily system stat monitoring while ensuring the integrity and availability of all hardware. Regulated and translated system information, changes and windows updates.

Supported VOIP phone system administration and installation.

Served as primary contact for AT&T, Sprint, T-Mobile and Verizon contracts securing controlled and optimum company savings. Administered all cell phone accounts and devices (200+) and wireless air cards.

Performed weekly backup operations of scheduled jobs verifying all required file systems and data are successfully stored and recycled to the appropriate media and sent to the company's information management service provider.

Implemented backup and restore functions using Veritas Backup Exec.

Help Desk Administrator

zTrading Industries, LLC

Las Vegas, NV

February 2003 to May 2006

Provided first-level telephone support for hardware, software, network, WAN and LAN issues for Cash America and Super Pawn.

Assisted level II technical support with server issues and dispatched MIS personnel as appropriate.

Initiated trouble tickets in automated ticketing system and assigned to appropriate department.

Educated the Customer Service Team on zPawn software and its maintenance.

Developed and maintained Help Desk procedures in company's access database, including updated project documentation and summary of Help Desk training materials and FAQ's.

Customer Support Representative II

Sun Microsystems, Inc

Newark, CA

September 2001 to February 2003

Provided excellent customer service to the Enterprise Service's Customer account base.

Proactively researched and resolved various technical issues.

Assessed problem severity and determined when additional resources or escalation is necessary

Maintained the Outbound Customer Service Support group's web page which included updated project documentation, summary of OCS training material and FAQs.

Managed complex queues and assisted in the development of process guidelines.

Applied learned skills in the following systems - Radiance, Scopus, Siebel, StarOffice, Routetool, and downloading bug patches via FTP from Sunsolve.

Technical Support Engineer

Commerce One Inc

Pleasanton, CA

February 2000 to September 2001

Maintained positive and professional interactions with customers by providing continued support on all associated equipment and network configurations and resolving issues at the Technical Service Engineer level to avoid escalation to the third level of engineering support.

Maintained a thorough understanding of the concepts of auction support to allow for comprehensive and concise assistance to customers.

Provided technical support for pre-/ post-auction events as well as to provide 24- hour support on call back issues for live auction events.

Organized and monitors surrogate support by placing customer bids when necessary during an auction event.

Maintained the Auction Support group's web page, including the initial creation of the web page.

Participated in software testing on the client/server environment and QA testing for software releases.

Participated in the training of new hires, including the creation of an internal global Customer Support training manual.

Technical Support Representative II

Excite @Home Network

Redwood City, CA

May 1999 to February 2000

Provided network, desktop, and @Home software support for residential end-user customers in a busy call center environment utilizing the cable infrastructure.

Resolved IRQ conflicts, TCP/IP stack configuration, POP3 email, Netscape configuration, software reinstallation and NIC card installation.

Applied learned skills in the following systems - Remedy, Scopus, Tioga, Customer Account Provisioning System client/server and Knowledge Base application software.

Served as a mentor for new hire employees.

Contributed to the development and production of internal procedures, web based enhancements, and other team-oriented activities.

Engineer Tech II

Cisco Systems, Inc

San Jose, CA

October 1989 to May 1999

Constructed and maintained network test lab for test engineers in the Internet Operation Service Engineering Group.

Configured, installed, tracked software and tested programmed images to ensure proper operability.

Utilized the Clarify client/server application software to monitor requests from Engineers and provided technical support to various engineering organizations.

Ordered lab equipment such as routers, workstations and test equipment as requested.

Facilitated the experimental and development of ROMS for Cisco software.

Programmed software for customers that requested archived releases or additional copies.

Conducted tours of the manufacturing plant for prospective customers and their associates.

Maintained inventory control.

References

Available upon request.

Contact this candidate