ERIC CRUZ

Bellingham, MA ac60jf@r.postjobfree.com 857-***-****

linkedin.com/in/eric-cruz-bellingham-ma

DESKTOP / SERVER SUPPORT TECHNICIAN

Experienced IT Support Specialist with strong written and oral communication skills. Able to provide high level customer support and documentation. Team builder with creative problem solving skills to troubleshoot hardware, software, and network issues. Capable of providing support via phone, remote access, or in person. Have managed a staff of up to 20. Core IT technical skills include:

Networking

TCP / IP configuration

WLAN / LAN design

Router / Switch configuration

Operating Systems

Windows 10 through XP

Linux (RHEL, Ubuntu)

MS Server 2003 through 2016

Development

Visual Studio, SQL database

Hardware

Install, configure, troubleshoot / repair

PCs, printers / network appliances

Software

VMWare / Hyper-V virtualization

Active Directory, Exchange

configuration

ServiceNow, JIRA, SAP

MS Office Suite

EXPERIENCE

The TJX Companies Inc., Marlborough, MA 2016 - Present End User Services - Store Support Level 2

Provide server and application maintenance and troubleshooting.

Develop Knowledgebase for First Level support to increase first call resolution.

Provide remote support for servers and POS applications.

Develop and document best practices supporting new technologies.

Assist vendors and work to streamline support processes. Bose Corporation, Westborough, MA / Remote 2013 – 2016 Product / Technical Support Specialist - Tier III

Delivered customer service and support for end users, installers and retailers.

Responsible for Technical Support and training for Tier I & II representatives.

Troubleshot Network and OS configuration.

Designed and configured wireless networks.

Supported Alpha and Beta testing of new software. EDUCATION

Associate of Applied Science (A.A.S.), Information Technology / Computer Network Systems ITT Technical Institute, Norwood, MA

CERTIFICATIONS

CompTIA A+ CompTIA Network+ Lean Six Sigma White Belt

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