Eric A. Buchanan

** *. *** **., ***** Apt., East Alton, IL 62024

630-***-****

adwlhj@r.postjobfree.com

SUMMARY:

A lifelong learner with 3+ years’ experience providing desktop and infrastructure support with excellent written, verbal, time management and organizational skills. Able to assess highly variable situations and find solutions in support of external/internal clients.

EXPERIENCE:

CW Services LLC Sept 2022-Current

Small Business Consultant

•Assisted friend during hardship to maintain operations, accounting and overall business activities

Interface Security Systems December 2021-August 2022

Network Operations Center: IT Help Desk Support

•Helping customers to understand software applications and systems by providing training and documentation on system features and functionality.

•Monitoring the infrastructure for various environments.

•Test infrastructure for potential vulnerabilities.

•Providing guidance to users on how to fix network availability.

•Train staff on systems and processes developed for best security practices.

•Ensuring the integrity and security of data stored in Microsoft Office 365 applications, including backups, archiving, and recovery.

•Performed risk analyses to identify appropriate security countermeasures

•Make recommendations to managers and senior executives about security advancements to best protect the company’s systems.

•Offer technical support to staff and troubleshoot computer problems

•Install and update software and hardware used by the company

•Review diagnostics and assess the efficiency and functionality of systems

•Project management and OSI Layers 1-3 break/fix of network and telecommunications for large franchises (Bed, Bath & Beyond, Applebee’s, Panda Express, Sally Beauty, IMO’s Pizza)

•Utilized Grafana, Manitou, Meraki dashboard, Net Cloud (Cradlepoint portal), Star2Star Sang MA (Starbox portal), Live Engage chat, ORACLE Service case/ticket mgmt., OvRC (Wattbox portal) --- position required to learn 52 applications within 6 months

•Remotely install/troubleshoot Cradle point, Yealink, ATA’s (including Grand stream), Polycom Phones, Wattbox

•Remotely deploy/troubleshoot Cisco, Fortinet, Starbox routers/switches and Cradlepoints

•Dispatched and guided onsite technician contractors to perform remote install/troubleshooting

•Confirmed all operations remotely using various tools. Followed through with call to site and email to HD of company explaining cause of problem and solution

•Contacted and/or collaborated with various ISPs/LECs to resolve line, demarcation and modem issues (tech dispatch)

•Team Email management and Case/Ticket/SLA management

CW Services LLC June 2021-Dec 2021

Small Business Consultant

•Established LLC for business, performed asset evaluations, assisted with day-to-day operations

Amazon Dec 2019-June 2021

IT Support Associate 2

•First point of escalations for all Ops Tech IT issues: client, server, network service delivery

•Monitored/maintained network infrastructure - LAN, Access Points, topology, Wireless Network Controller, cameras, fiber, VoIP phones, security access, environment, UPS, Servers, Cisco Switches, Edge Routers, Firewalls, RAID Array

•Maintained MDF room and contents - RAID array, Servers, UPS, Lenel Panel

•Maintained IDF cabinets and contents - L3 Cisco switches, UPS, PDU, cabling

•Research root cause of computer/LAN issues and provide solution

•Trained/mentored 2 equipment coordinators to become Support Associates

•Service Management, Project Management, and IT Asset Inventory Management - COUPA

•Support operating system deployments, application installs, domain joins, network booting, WSUS, Desktop, Windows/Office 365

•Installed RAM in HP Mini Desktops, and provisioned audio/visual capabilities for presentations/production purposes

•Installed licensed and open-source software on Laptops as well as installed and configured applications

•Reimaged Laptops with SCCM and connectivity troubleshooting

•Used Active Directory to add/delete users, change passwords, create objects, and map network drives

•Provisioned ZebraTC57 mobile devices with ADB Sideload

•Provisioned Kindle Kayaks using Ubuntu

•Maintained all Zebra/thermal transfer printers, laser printers, mini-desktops, laptops, RF scanners, Bluetooth scanners, A/V equip, Thin Clients, kindles, Zebra TC57, Android Devices

•Utilized Remedy Action Request System (ARS) for ticket queues

•infrastructure hardware support, troubleshooting in a multi-user high availability environment, and issue resolution

•Strong client-facing and communication skills with focus on customer service (sales/service background)

Projects and Accolades

•Implemented and troubleshooted over 20 Cisco 9300 and 9500 switches

•Installed and troubleshooted 250 Bosch surveillance cameras

•Managed implementation and installation of 218 Cisco access points

•Configured and troubleshooted Xen Servers (virtualization)

•Over-saw implementation and troubleshooted MDF UPS batteries replacement project

•Upgraded and installed 16 APC IDFs’ UPS

•Installed and maintained COVID-19 automated thermal camera system

•Resolved long-term humidity issue in MDF (Server Room)

•Received letter of recognition from Sr Regional IT Manager, US North Ops Tech IT, WW Ops, Amazon

•Recognized twice in Amazon Customer Obsession quarterly newsletter

•Recognized in Amazon Ops Tech IT Success Stories newsletter

EDUCATION/Certifications:

Southwestern Illinois College (Cisco Networking Academy) June 2019

A.a.s. Networking/Security

-Overall G.P.A. 3.94/4.0 -- 2 yrs. experience configuring Cisco core networking routers/switches/ASA

-CCNA Routing/Switching

-Comptia Security+

-CCNA Security (Cisco ASA)

-MTA Windows Server Administration Fundamentals

DePaul University, Kellstadt Graduate School of Business June 2009

M.B.A. Investments and Administration

University of Illinois at Urbana-Champaign Dec 1997

B.S. Finance

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