Eric Dennis

Technical Support Representative

Fairburn, GA 30213

ac1vhf@r.postjobfree.com

Authorized to work in the US for any employer (BORN IN THE USA/US CITIZEN)

Highest Education: High School Diploma/GED

Employment Profile : https://www.nexxt.com/p/E-Dennis

Technical Skills:

Analytical/Technical problem solving with expertise in supporting Windows PC, Mac, and Enterprise Mobile Device (MDM) Hardware, Software, OS, Configuration, and deployment.

Soft Skills: Listening skills, clear verbal and written communication (45WPM), working with a sense of urgency, and a passion for providing outstanding customer service. Experienced in use of Footprints and IBM CROSS Support Ticket

WORK EXPERIENCE

Technical Support Representative

CCI (Career Connection, Inc.) - Smyrna, GA-August 2015 to May 2017

• Received inbound calls from customers, requesting Server Hardware Warranty Support and hardware analysis. Analyzed Server hardware logs to verify hardware failure. Once hardware failure is verified, searched inventory of available replacement parts. Processed Field Dispatch for a Field Tech to schedule onsite visit for part replacement services.

• Created and shared with teammates on multiple teams, my knowledge-base documentation of standard IBM Policies and Procedures, in order to assist teammates with properly providing outstanding customer service, to customers.

• Participated in Mentoring New Hires on both High Volume Team and System 7000 Team, as part of their new hire orientation.

Technical Support Specialist

Stratix Call Center - Norcross, GA-June 2013 to February 2015

• Received inbound phone calls from Enterprise Mobile Device Management customers, who needed Technical Support for Android and IOS Mobile Devices. Airwatch MDM and Afaria MDM systems were used for Enterprise Mobile Device Management. Engaged in follow-up and callbacks to customers, to resolve escalated Tier 1 support tickets. Documented support ticket details of each case, in Footprints ticketing system.

• Created, managed, and shared knowledgebase of Policies and Procedures, with Teammates, in order to assist with accelerated resolution of common or repeat instances of technical problems.

• Replaced defective or broken mobile devices, via RMA process.

Computer Support Technician, 08/2003 to 09/2012

Morehouse School of Medicine - Atlanta, GA-August 2003 to September 2012

• Single point of contact for end-user technical support of PCs, Macs, desktop and network printers, in house Wi-Fi network, and mobile devices (Palm, Blackberry, iOS, and Android) via phone, e-mail, and in person.

• Ordered and installed replacement parts to repair/maintain/upgrade Windows Computers that were out of warranty PCs for end users, as needed.

• Managed PC, software apps and peripheral inventory. Ordered and installed/configured software, printer supplies (paper, cartridges, toner, etc.), thumb drives, and backup external USB hard drives, when needed.

• Coordinated with Vendors (AT&T, Canon, Dell, HP, CDW) to perform warranty repairs on Network service provided lines, network printers, replace failed or defective parts in desktop and laptop PCs that were covered by Warranty.

Clerical Contractor

Morehouse School of Medicine - Atlanta, GA-April 2002 to February 2003

• Provided precise and timely delivery of data entry/data processing

services/ documentation, for Mission Based Budget Project for the

Associate Director of the Dean's Office.

• Documentation was created in MS Excel and delivered, via e-mail.

Network Support Analyst

Intracorp/Cigna Healthcare - Norcross, GA-August 1998 to February 2002

• Was part of three Technician Team that provided Network Connectivity

Support to 400 Seat/two building Nurse Case Management Call Center.

• Lead Deployment/replacement of Digital VAX Mainframe Dumb

Terminals with Windows NT Workstation OS equipped Compaq and

Gateway Desktop PC's, and Gateway Laptops.

• Led Deployment of Macintosh System 7 Desktop and PowerBook

Computers, deployed to Sales Staff, Admin Assistants, and Senior

Management (12 seats.)

• Provided Training to Staff for PC use, Mac use, and MS Outlook use on

newly deployed PC's. Provided documentation for staff to refer back to,

on PC and System usage.

• Performed Windows NT Server Administration standard tasks, including

staff Domain and Email account creation, director access/assignment,

and account delete, when staff left the job. Performed off hour rotation

for change management processed system updates or hardware

replacement.

• Provided Desktop, Laptop, and Mobile Device (Palm Pilot) technical

support, including hardware, software, and network connectivity.

Coordinated RMA device replacement with vendors, when necessary.

EDUCATION

High school or equivalent

Northside High School - Atlanta, GA

August 1979 to June 1982

SKILLS

Hardware, OS, Software, and Network Connectivity Support for PC, Mac, and Mobile Devices (10+ years)

LINKS

https://www.nexxt.com/p/E-Dennis/view/text

ADDITIONAL INFORMATION

If you review my Resume and do a Cost/Benefit Analysis, you'll see the advantages to hiring me for the position, over anyone else. At the end of the day, Fixing the problem, pleasing the customer, and getting them back to work so that they can do their jobs and have the technology working with them/not against them, are the highest priorities. This is what I do. This is what you need. I'm the best candidate for the position.

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