Desktop Support

ERIC GRAVES

*** * ***** ****, ******, GA ***** • Phone: 404-***-**** • **************@*****.***

ITIL® V3 Cert., Network Plus Cert., A+ Cert., and CCNA Cert.

Hewlett Packard Enterprise (July 2013 – December 2017) Alpharetta, GA

Technical Support Engineer

Provided proactive services for customer’s environment to help ensure system availability, customer success and customer satisfaction using Skype for Business, Avaya, Virtual Room, and MyRoom for chatting with a customer, starting a session with the customer, and logging into the customer’s machine via the putty terminal emulator.

Provided high-end engineering support to medium and large businesses who utilize enterprise-class HP Proliant technology and equipment.

Common troubleshooting tasks included hardware/software failure diagnosis and repair, performance analysis, and resolve connectivity issues.

Assisted enterprise data center customers with firmware upgrades and technical advisories.

Remotely assisted HP onsite engineers with troubleshooting, solution verification, and appropriate hardware procurement.

Provided proactive services for customer’s environment to help ensure system availability, customer success and customer satisfaction.

Common troubleshooting tasks included hardware/software failure diagnosis and repair, performance analysis, and resolve connectivity issues.

Quality Technology Services (March 2011 July 2013) Suwanee, GA

Data Center Technician

Provided remote hands and eyes for customers.

Performed hardware and software installations and upgrades on storage devices, servers, switches and routers, and performed basic configurations on cisco switches and routers.

Completed new cabling projects (fiber, Cat 6, POTS, T1) and managed cabling plant.

Created tickets within the Remedy ticketing system to address customer calls, data center facility, network and/or system related alerts.

Maintained accurate and detailed logs within the Remedy ticketing system for customer calls and system alerts, as well as for communication and escalation steps taken to ensure prompt resolution of data center facility, network and customer related issues.

Installed customer equipment based on documentation provided by provisioning and established Data Center Operation procedures

Worked with customers, other systems engineers, and management to communicate ticket status.

Managed tickets by ensuring tickets were being opened, worked and escalated based on set standards.

Kept customers informed of progress during issue lifecycle and made follow-up calls in a timely manner.

Maintained and kept accurate personal time records in time tracking system.

International House of Prayer (2007 – 2009) Lawrenceville, GA

PC Technician

Responsible for upgrading/troubleshooting hardware and software.

Installed Windows Operating System and application software. Diagnose and repair equipment

Installed security cameras in the church school and worship center.

Performed Administrative duties

Echostar/Dishnetwork (2004 – 2007) Suwanee, GA

Inventory Specialist/Technician

Processed work orders and reconciled inventory daily for the warehouse and 30 vans.

Used oracle software for keeping the inventory 100% accurate.

Installed receivers and accompanying cable and wall connections.

Tested reception and peripherals such as modems, switches, and splitters.

Inspected residential sites for installation compatibility.

TechRx, Incorporated (2001 – 2003) Atlanta, GA

Hardware Help Desk Technician

Answered end users’ inquiries regarding computer software and hardware operations to resolve problems on their IBM and UNIX (SCO-UNIX) based systems.

Set up equipment for employee use, performed proper installation of cable, operating systems, and appropriate software.

Assisted end users in the installation, configuration or troubleshooting of external and internal computer hardware devices.

Read technical manuals, conferred with end users, and conducted computer diagnostics to investigage and resolve problems and to provide technical support.

Gwinnett Technical College

Associate of Applied Science Degree Networking Specialist

Pursuing Security Plus Certification

Certifications

Professional Experience

Education/Professional Development

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