Eric A. Livers

**** ********* *****, **********, ** 40211 aczu96@r.postjobfree.com

OBJECTIVE:

Seeking a position in the helpdesk or networking field with a company that will allow the opportunity to grow within this ever changing industry.

SKILLS:

•Helpdesk/call center – End Users/Clients technical support, calls per day 25-55

•Image & configure Microsoft Operating Systems via USB, Windows password resets via USB

•Business/small business, Office or Department Roll Outs

•Desktops & Laptops swaps & re-builds, re-freshest

•Implementing, managing, and troubleshooting hardware devices and drivers

•Monitor system performance

•Remote Desktop troubleshooting

•Data Migration

•Configure Groups policies & Local Securities policy

•Implement Active Directory

•Mange Active Directory Performance

•Administration of shared folders, Active Directory group policy, creating, maintaining users

•Local Area Network (LAN) and Wide Area Network (WAN)

•Basic Database interaction

•Inter-office skills, Excellent phone Etiquette, Microsoft office, data entry, record keeping,

Mobile support – Windows, Android, Blackberry, Phones & IPad, Configuring Mobile

Iron/Mobile Works. Walking end users through the steps of configuring email, and their devices.

•Create internal, external and Telco tickets on an online Ticketing OSI, knowledgeable to ticketing software.

•Knowledge of Microsoft Windows environment (window XP, Vista, 7/8/10, Office/Office365)

•Extensive IT Knowledge Base Materials

Software

Microsoft Exchange, Microsoft Office, Demand Made, MMC, Active Directory, Internet Explorer, Mozilla (Firefox), google chrome, Refund Advantage Admin, Webex remote desk top.

EDUCATION:

ITT Technical Institute. Louisville, KY

Associates Degree - Computer Networking Systems GPA 3.23

Graduation Date: April 2014

EXPERIENCE:

Refund Advantage Louisville, KY November 2016 – March 2017

IT Help Desk Technical Support Rep (Contract)

•providing remote technical assistance, and support related to computer systems, hardware, or software.

Determines issues, documents problems, and solutions that best fit the needs of the end

users.

•End users support to tax software, company online IOS end user support setup & configuration. Password reset resolutions.

•Troubleshooting software, conflict resolutions, application assistance, un-installs or

re-installs. Printer issues, re-installing or defaulting printers.

•High call volume and responsiveness to incoming and outgoing calls, and customer service assistance to the end Users support. Handling calls of 10 to 15 users during normal business hours. Peak season hours, 25 to 35 end users support daily.

•Creating, closing out written tickets, or escalating a IT ticket for the internal architects.

Advanced Business Solutions, Inc. Louisville, KY February 2016 - April 2016

Help Desk Technician, Tier 1 (Contract)

•Handling of returned leased equipment, scanned, boxed & put on palette’s to be returned

•Upgrading, Installing, issuing newly purchased equipment & Imaging

•refreshed monitors, keyboards, mouse’s, desktops, laptops

•Handling of incoming calls in the call center for their Go-Live at University Hospital

•End users support to scanners, Tracker Boards, WOWs (Wi-Fi on wheels), mini-pc, desktops, laptops, in response to University Hospital Go-Live Event.

Fanatics, Inc. Louisville, KY October 2015 – December 2015

System Support Analyst, Tier 1 (Contract)

•Handling of incoming phone calls

•Opening and tacking of tickets

•Follow escalation procedures for major production issues or outages, in broadcast communications to effected teams/departments.

•Upgrading, Installing, issuing newly purchased Scanners (MC40)

•eWarehouse – Create new users, edit, reset passwords, disable accounts

•Demand Made – Create new users, edit reset passwords, disable account

•Active Directory – Create new users assigned to Workstations, shared network printer(s),

Shared drive’s and folders and applications.

•Microsoft Outlook – Creating new email users, resetting passwords, disabling accounts

•Troubleshooting – Workstations, Printers, RF Scanners, Cable maintenance

Installing new RF Scanners, printers and networked stations.

•Assisting IT team with on-calls throughout the facilities from supervisors

Stored Value Solutions Louisville, KY March 2015 – June 2015

NOC/OPS Associate (Contract)

•Helpdesk, receiving calls from clients in regards to network problems, and or solutions.

•Monitor, troubleshooting network via Tandem, SNMPC Topology, Troubleshooting Routers, Frame-Relay, MPLS, VPN Tunnels.

•Creating, Updating Internal, External Network Tickets via Comdata’s Online Ticketing OSI, as well as Telco tickets with the Telephone companies, AT&T, Verizon, Sprint. Creating tickets with those companies to investigate, or run intrusive testing

•Keeping track of System lags, of the different environments in Tandem

•Cleaning, taking internal temperatures of the server room and taking temperatures via an Online Site Scan OSI

ResCare Louisville, KY Oct 2014 – Dec 2014

IT Tech Support/Help Desk (Contract)

•Windows 7 Migration

•Active Directory, maintain, make changes to Groups and Users

•Remote Desktop

•BitLocker encryption

•Mozy Pro, Bomgar App, Angry App IP Address Scanning, command-line Pinging

•New Hardware imaging, implementation via phone conferencing

•UPS campus shipping, creating, follow through, location of hardware shipped

•Scripting changes

•Calling various Sites nationwide, troubleshooting these sites, data migration to these sites

References

Nick Grant – 502-***-**** Drake Kammerdiener/Helpdesk Analyst

Tier II System Support Analyst, Fanatics Inc. aczu96@r.postjobfree.com

Refund Advantage/502-***-****

John Sebastian – 502-***-**** William Sanchez/Helpdesk Analyst

Tier 1 System Support Analyst, Fanatics, Inc. aczu96@r.postjobfree.com

502-***-****

Phillip Burris, ResCare

aczu96@r.postjobfree.com

Chuck Smith - 502-***-**** Kyle Naviaux/Helpdesk Analyst

Service Manager @ Advanced Business Solutions aczu96@r.postjobfree.com/270-***-****

aczu96@r.postjobfree.com Refund Advantage

Phil Mattingly

IT Manager @ Refund Advantage

aczu96@r.postjobfree.com

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