Customer Service Technical Support

ERIC D. METZ

619-***-**** ******@*****.*** LinkedIn

SUPPORT TECHNICIAN

Technical Support Customer Support Software Troubleshooting Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and Cybersecurity. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include:

Help Desk Ticketing Systems

Problem Diagnosis

Technical Troubleshooting

Phone & Online Support

Office 365 Support

Customer Service

Complaint Handling

TECHNOLOGY PROFICIENCIES

Ticketing:

Freshworks, Bossdesk,

Software: Active Directory, Office 365, Outlook, Cisco AnyConnect, Microsoft Azure Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox Networking:

Cybersecurity:

LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS

Kali Linux, Wireshark, Burp Suite, Snort, Metasploit Platforms: Windows 10 Enterprise, macOS, iOS,

CYBERSECURITY EXPERIENCE

Cloud Security Hands-On Lab

Created a cloud monitoring system by configuring an ELK stack server within Microsoft Azure.

• Deployed containers using Ansible and Docker.

• Deployed Filebeat using Ansible.

• Deployed the ELK stack on a server.

• Deployed and configured the Web Application Firewall Red Team Hands-On Lab

Acted as an offensive security Red Team to exploit a vulnerable Capstone Virtual Machine

• Discovered the Linux server and located a hidden directory.

• Brute forced the password for the hidden directory and broke hashed password.

• Connected to the server via WebDAV.

• Uploaded a PHP reverse shell payload.

WORK EXPERIENCE

HOLT CAT, SAN ANTONIO, TX 11/2021 – Present

IT Service Desk

Providing tailored customer solutions utilizing various remote troubleshooting tools and hands-on support.

• Maintained outstanding customer service ratings.

• Configured and deployed over 4000+ user devices and provided support. ADT SECURITY, AUSTIN TX 05/2021 – 11/2021

Installation Technician

Install, troubleshoot, replace, and repair ADT Command security systems.

• Customer service facing with on-site troubleshooting and repair knowledge of various wireless sensors and networked camera systems.

Hajoca Corp, San Antonio TX 05/2015 – 05/2021

Customer Service Specialist

Providing customer service needs and consulting along with procurement of and fulfillment of specialty commercial and residential plumbing fixtures.

• Warehouse shipping and receiving for $3M in wholesale plumbing fixtures and fittings.

• Surpassed performance goals by approaching all interactions with resourcefulness, organization, and customer- centric solutions.

US Navy 05/2001 – 05/2009

Culinary Specialist

Served distinguished, 8-year career as a Culinary Specialist.

• Promoted from the rank of E-1 to E-6 in 7 years as a result of superior knowledge and performance.

• Completed multiple overseas deployments in support of military operations in the Persian Gulf and South China Sea.

EDUCATION & CREDENTIALS

CompTIA Security+

ITIL 4

BS, Supply Chain Management

MIAMI UNIVERSITY, OXFORD OHIO

Graduate Certificate, Computer and Information Systems Security University of Texas, Austin Texas

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