Desktop Support Help Desk

Eric C. Long

**** ********** *** ● Raleigh, NC **603 ● 919-***-**** ● ********@*****.***

KEY SKILLS

Communicating technical information effectively

Excellent problem solver

Well organized and efficient

Creating systems and business processes from scratch

Leadership/Coaching/Personal Development

Customer support

EXPERIENCE

Operations Director November 2004 – November 2016

Legacy Center, Inc.

Created and implemented database to facilitate all company operations, including management of customer data, email, accounting, credit card processing, and custom reporting

Provided support and technical training to end-users of proprietary software

Installed and configured new desktop systems for employees

Designed, managed, and developed new ecommerce website using Wordpress

Administered web servers with multiple domains

Provided computer help desk support and technical training on hardware/software to end-users

Completed technical writing and procedural manuals

Performed set-up, breakdown, and transport of equipment on an as-needed basis

Responsible for all operational and financial aspects

Performed all accounting duties, including bookkeeping, budgeting, payroll, receivables, and payables

Managed office support employees

Decreased expenses by over 20% through new streamlined processes, improving business practices and quality control

Systems Administrator / Database Administrator June 2001 – November 2004

North Carolina Partnership for Children

Responsible for desktop support, installed and maintained workstations and servers (75 internal, 200 external, 82 partnerships)

Maintained 30 Win2000 servers running an accounting package, 100 users

oCoordinated upgrades of software and hardware

oInstalled and maintained Frame/T1/Broadband network

Created and maintained reports sourced from in-house database

Set up and managed web server, using MSSQL and Apache on Linux server

Maintained Novell email/fileserver/printers, digital phone system, firewall

Set up and maintained company’s backup policy

Database Developer February 2001 – May 2001

Legacy Center, Inc.

Designed, implemented, and maintained enterprise database for contact management, financial and internal reporting

Trained employees to use new enterprise database

System Administrator / Desktop Support May 2000 – December 2000

Smart Online, Inc.

Installed and maintained operating systems, software, and hardware on PCs, laptops, and servers

Administered and supported company network, telephone system, and printers

Responsible for daily and weekly tape backups and storage procedures

Installed, configured, and maintained file systems for Linux

Maintained internal website to track web user statistics

Help Desk Technician II November 1999 – May 2000

Smart Online, Inc.

Managed project to transfer FAQ information to a new database

Led team of help desk technicians, responded to upper level questions

PC Technician July 1999 – October 1999

SAS Institute, Inc.

Installed, uninstalled, and configured network PCs (2,000 computers)

Help Desk September 1998 – May 1999

North Carolina State University

Answered technical questions and maintained 150 computers

COMPUTER SKILLS

Operating Systems: Windows OS (all versions), Novell, Mac OS X, Linux

Programming: Filemaker Pro, HTML, CSS, PHP, SQL, Perl, Python, MSDOS, C++, JavaScript, Shell Script

Programs: Quickbooks, WordPress, MS Office Suite, Ghost, VNC, Veritas, Terminal/Citrix, Crystal Reports, Visio, SalesForce, MailChimp, MCP Win2000 Certification

EDUCATION North Carolina State University; Raleigh, NC

B.S. in Business Management, Concentration in Operations – May 1999

LEADERSHIP COURSES

3 Month Leadership Program, 6 Month Advanced Leadership Program, Public Speaking

ACTIVITIES

Private Pilot’s License

Personal development/leadership workshops (Legacy Center)

Tau Kappa Epsilon Fraternity, President & Treasurer

Licensed SCUBA diver

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