Eric Townsend

ad2old@r.postjobfree.com

Spartanburg, SC 29302

803-***-****

Tech Specialist with over 10 years of IT experience. Skilled in problem-solving, communication, and analytical thinking. Seeking a position in a growing company with opportunities for advancement to utilize and expand technology knowledge. Open to relocation.

Work Experience

Tech Support Specialist

Cass Information Systems - Greenville, SC November 2021 to Present

●Manage arrangement for wireless business.

●Support with client devices catalog requirements.

●Help management with client profiles per work order.

●Linking end user profile inside client account.

●Configuration support for wireless and wired line business.

●Customer device catalog support role working closely with customer to create catalog specific to policy and requirements.

●End user / client administration interface support for wireless and wired line services.

●Submit vendor reporting requests for monthly wireless reporting and for audit and optimization needs.

●Wireless report manipulation and loading.

●Support the administration of asset management and client profiles per order activity.

●Work with Cass systems to support end user profile linking and exceptions.

●Wireless circuit reporting for disconnected circuits.

●Provide periodic reporting on order management status and milestones.

●Profile / asset management exceptions.

●Wireless savings confirmations for audit and optimization recommendations.

●Special projects and other duties as assigned.

IT Service Desk Analyst

Pomeroy - Greenville, SC July 2019 to October 2021

●Provided exceptional are professional customer service to our clients.

●Logged all client contacts - calls. emails, web forms, chat sessions, or voicemails into the appropriate service management tool.

●Troubleshot, diagnosed, and resolved application issues following standard operating procedures and using knowledge support tools.

●Initiated and facilitated the following ITIL processes: Incident Management, Request Fulfillment, Access Management. Problem Management, and Knowledge Management.

●As Escalation Management processed describes route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups.

●Participated in ongoing training for service desk operations.

●Worked on projects or tasks assigned by leadership.

Electrician Apprentice

Amteck, LLC - Greenville, SC October 2018 to July 2019

●Service, Commercial, and Industrial experience working at ground up sites.

●Cutting, bending, and running 1/2" & 3/4", 1" electrical conduit materials.

●Experience bending offsets, 3 points, 4 points, saddles, kicks, 90's, etc.

●Pulling electrical wiring through electrical conduit.

●Be able to Read Blueprints.

●Assisting in terminating electrical panels, set fixtures, outlets, and various electrical devices.

●Experienced lift operator.

Tech Expert

Verizon - Greenville, SC June 2014 to December 2017

●Managed billing and finances for clients.

●Led and motivated my team on performance, best practices, and updated polices.

●Performed diagnostic test on electronic devices and programs.

●Monitored the cellular coverage map for service issues and alerts.

●Multitasked with many software programs to resolve equipment errors.

●Consulted with numerous businesses to correct known defects.

●Counseled customers through purchases, warranty policies, and legal documentation.

Assembly Line Worker

Staffmasters - Duncan, SC October 2013 to May 2014

●Pick up, weld, and assemble individual automotive components.

●Operate multiple equipment in accordance with standard work practices within all quality and performance standards within assigned work area.

●Work well in team environment, being flexible with multiple simultaneous tasks.

Competitive Analyst

Charter Communications - Greenville, SC October 2009 to September 2013

●Process individual customer data entry.

●Consult with client about merchandise on accounts.

●Survey serviceable areas of the franchise market.

Education

Bachelor's in Accounting

Benedict College - Columbia, SC - January 2006 to June 2009

Skills

• A+ (2 years) • Construction • Customer Service (10+ years) • Desktop Support • Microsoft Office (10+ years) • IT Support (7 years) • Power Tools • Help Desk • Service Desk • Active Directory • Microsoft Word • Schematics • MAC • Technical Support • Software Troubleshooting • Computer Networking • Network Support • Problem Management • Knowledge Management • Microsoft Windows • LAN • Remote Access Software • TCP/IP • DHCP • Microsoft Excel • Active Directory • Remote access software • Problem management • IT support • Azure • APIs • Operating Systems • VPN • Citrix

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