Desktop Support It Systems

ERIC HAWKINS

Beecher, IL ***** 224-***-**** *********@*****.***

WORK EXPERIENCE

EDUCATION

PROFILE SUMMARY

An analytical and solution-oriented IT Leader with a proven track record of mastering complex technical challenges and delivering transformative solutions. Recognized for swiftly diagnosing and resolving complex issues, ensuring smooth operations and heightened user satisfaction. Expertise in IT systems, hardware, and software, and specializes in delivering exceptional customer support for optimal user experiences. Proficient in cutting-edge imaging techniques, excels in providing precise support to executives. Committed to fostering innovation and excellence across diverse industries, poised to spearhead transformative initiatives and deliver top-tier support consistently.

REFERENCES

Available upon request

Associate of Applied Science, Computer and Information Sciences

Robert Morris University - Illinois - Chicago, IL

BBA, Telecommunications Management Jan 2004

Robert Morris University - Illinois - Chicago, IL

A+ And Network +

Comptia - Chicago, IL

PROFESSIONAL ATTRIBUTES

Demonstrated proficiency in computer desktop support, tablet, and phone support, with a deep understanding of hardware, software, and connectivity troubleshooting

Proficient in swiftly diagnosing and resolving complex technical issues with a systematic and analytical approach, ensuring minimal downtime and optimal system performance

Skilled in leading and coordinating IT projects, from integration and migration to system enhancement, ensuring successful implementation and delivery within established timelines and budgets

Proficient in LAN/WAN administration support, overseeing network infrastructure, performance testing, diagnostics, and ensuring seamless connectivity for users across different locations

Capable of providing user and field training, ensuring users are equipped with the knowledge and skills needed to effectively utilize IT systems and tools, both in-house and remotely

IT Support Specialist Jun 2021 - Current

Newcold

Driving operational efficiency and amplifying user satisfaction, excelling in Azure and Office 365 administration. Overseeing team efforts, managing projects, and delivering unparalleled desktop support. Adept in communication and problem-solving, optimizing network operations, and fortifying IT environments seamlessly

Core Responsibilities:

Spearheading Azure and Office 365 administration, optimizing user accounts and permissions within Active Directory for enhanced security and accessibility

Lead desktop technology support initiatives, coordinating team efforts and project timelines to meet organizational objectives effectively

Elevate customer satisfaction through clear communication and responsive assistance, resolving technical issues promptly via various channels

Streamline onboarding processes for new users, orchestrating seamless setup and equipment installations to facilitate productivity

Manage hardware inventory meticulously, ensuring accurate tracking of IT assets and efficient resource allocation

Provide comprehensive end-user training and support on diverse technologies, empowering users to leverage available resources effectively

Proactively troubleshoot and resolve desktop hardware issues, liaising with vendors for timely repairs and replacements

Maintain network availability and reliability, conducting regular maintenance and implementing proactive measures to mitigate potential disruptions

Oversee licensing requirements and contracts for purchased software, ensuring compliance and cost-effectiveness in software management

Technical Support Analyst Apr 2020 – Jun 2020

Site Hands

Spearheaded comprehensive onsite client support operations encompassing the installation, configuration, and troubleshooting of a wide array of network, hardware, software, and mobile device issues, ensuring seamless resolution through meticulous daily review of trouble tickets and prompt response to incoming user calls.

Core Responsibilities:

Demonstrated leadership in resolving connectivity challenges, both onsite and remotely, by implementing innovative solutions and leveraging technical expertise to address equipment-related issues swiftly

Orchestrated a remarkable reduction in response time for Tier 60 support tickets, optimizing efficiency and enhancing user satisfaction through proactive troubleshooting and strategic problem-solving methodologies

Employed analytical prowess to dissect and identify root causes of issues, enabling the implementation of targeted troubleshooting methods for rapid remediation and uninterrupted workflow continuity

Drove excellence in support ticket fulfillment by conducting rigorous quality assurance and quality control assessments, guaranteeing adherence to industry standards and delivering superior service to end-users

Field Technician/365 Administrator Sep 2018 – Apr 2020

Federal Signal Corp

Pioneered comprehensive technical solutions, leading installation, configuration, and troubleshooting across diverse network, hardware, and software domains. Resolved connectivity issues swiftly and collaborated with technical teams to address recurring problems. Evaluated and implemented new technologies, supported user needs, and precisely managed licensing and backups. Led diagnostic procedures and ensured seamless user support

Core Responsibilities:

Oversaw installation, configuration, and troubleshooting of network, hardware, software, and mobile devices, ensuring swift issue resolution and seamless service delivery through proactive ticket management and user engagement

Resolved connectivity issues for onsite and remote equipment, optimizing operational efficiency and minimizing downtime

Analyzed and addressed recurring problems with applications and products, collaborating with technical staff to implement corrective actions and enhance system reliability

Evaluated and integrated new technologies, collaborating closely with IT staff and vendors to address challenges and support user requirements

Conducted user interviews and diagnostic procedures to identify and resolve issues, meticulously tracking support calls for efficient resolution

Managed software licenses and backups and assisted with 365 implementations, ensuring compliance and robust data protection

Led the creation of user accounts across Active Directory and Azure Active Directory, enhancing access management and system security

Level 2 Desktop Support/Ad Administrator Jun 2018 – Sep 2018

US Railroad Retirement Board

Level 2 Desktop Support/365 Administrator Dec 2017 – Apr 2018

Environmental Systems Design Inc.

Demonstrated technical leadership by delivering comprehensive support for PCs, laptops, and mobile devices, focusing on enhancing user efficiency with new software products. Strategically collaborated with the Desktop Services Team to optimize configurations and disseminate advanced support techniques. Efficiently managed a diverse array of trouble tickets, adeptly resolving application and network issues while maintaining seamless user account management protocols.

Core Responsibilities:

Provided comprehensive desktop support in a federal government setting, covering PC, laptop, and mobile devices, hardware, software, and operating systems, prioritizing user proficiency with new software

Collaborated with Desktop Services Team to optimize configurations, address application issues, and share support techniques, ensuring alignment with evolving technologies

Managed trouble tickets encompassing client OS, Microsoft Office 365, VPN Cisco AnyConnect, Spiceworks, and network issues, delivering efficient resolution and minimizing downtime

Conducted setup and maintenance of PCs, desktops, laptops, and mobile devices, including hardware installation and configuration, ensuring seamless functionality

Led the creation of user accounts across Active Directory and Azure Active Directory, enhancing access management and system security

Lead It Field Support Technologist Jul 2005 – Sep 2017

Ricoh

Managed and delivered comprehensive IT, systems, and network support to 1000+ users across 5 locations. Investigated and resolved complex technical issues, optimized system performance, and ensured data integrity through meticulously managing software and hardware solutions. Administered system security measures, facilitated training, and drove strategic projects for enhanced operations.

Core Responsibilities:

Investigated and resolved intricate technical problems utilizing extensive IT knowledge and a variety of resources, including spyware/adware removal tools, configuration tools, antivirus programs, and PC imaging and configuration techniques

Spearheaded general setup and maintenance of PCs, desktops, laptops, and mobile devices, overseeing the installation and configuration of hardware components such as hard drives, NICs, printers, and accessories to ensure seamless functionality

Monitored and optimized system performance, ensuring peak performance levels and data integrity through the evaluation, implementation, programming, and management of software and hardware solutions

Developed and maintained a comprehensive database/library of operating system hardware and software configurations, serving as a repository for all supporting documentation to facilitate efficient troubleshooting and maintenance

Administered and supported system security measures, including access control, virus management, and security patch management, overseeing the creation of Active Directory users and sharing folders to enhance system integrity

Implemented software/hardware upgrades, firmware revisions, and other enhancements to enhance system functionality and performance, ensuring alignment with organizational objectives

Managed the end-to-end incident ticket process, from receipt and assessment to troubleshooting and closure, addressing issues related to client OS, various applications, and network infrastructure promptly and effectively

Formulated and executed enterprise network security strategies, including firewall management, antivirus protocols, gateway security, backup/disaster recovery procedures, and security assessments, to safeguard organizational assets and data integrity

Technical Support Leadership

Procedural Development, Hardware/Software Support, Integration & Migration, In-House & Remote Set-Up, User & Field Training/Support, LAN/WAN Admin. Support, Administer Azure Active Directory, Project Management, System Enhancement, Configuration Management, Mobile Device Management

Telecommunications Network Oversight

Technical Equipment Inspection, Wireless Area Networking, Videoconferencing, Systems Analysis, Performance Testing, Network Diagnostics, Wide-Area Networks (WAN)

Ticket Support System Management

Issue Troubleshooting, Hardware upgrades, AV presentation

Technical Skills

TCP/IP, Windows 10, Microsoft Outlook, Mac Systems

PROFESSIONAL SKILLS

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