ERIC BROZ

**** ******** *** • Youngstown, Ohio 44515 • 330-***-**** • adya53@r.postjobfree.com

HIGHLIGHTS AND SKILLS

Experienced, customer-focused support technician for all Windows Server and Workstation platforms.

Excellent customer service skills, outstanding written and oral communication.

Proficient in managing Active Directory, Microsoft365 and associated services.

Proficient in all levels of Microsoft Office and Office Administration.

Project experience includes identifying needs, building servers and customer handover for multiple medical systems, server and workstation virtualization, factory floor PC rollouts and lease migration.

Weekly Trivia Host at a rock and roll bowling alley, including a monthly all music round.

PROFESSIONAL CERTIFICATIONS

• CompTIA A+ Certified • CompTIA Network+ Certified

• CompTIA Server+ Certified • Dell Certified Systems Expert Systems

PROFESSIONAL EXPERIENCE

NOC ENGINEER, Integrated IT Group LLC October 2019 to April 2023

Responsible for answering incoming calls, assisting clients with all levels of IT infrastructure as a NOC Engineer in the Network Operations Center, initially on-site, then hybrid then full remote after COVID.

Followed standard help desk procedures to assist clients with desktop and laptop issues, VPN connectivity, setting up multifactor authentication, configuring Office 365 as needed.

Assisted companies with onboarding and offboarding, server updates, backup and recovery, Mimecast, Sophos InterceptX, and other setups as requested.

Worked proficiently in N-Able, Microsoft365, Mimecast, Sophos, CodeTwo and Datto portals.

Created or updated existing customer documentation to reflect changes in technology.

Trained new NOC engineers on company processes and best practices.

SYSTEMS ANALYST, Turning Technologies, LLC August 2014 to April 2019

Responsible for maintaining 50 physical and virtual servers in house and at remote data centers including AWS; administration of Active Directory, Office 365 Email and desktop and laptop user support.

Deployed new domain controllers at four sites for redundancy and modernization of Active Directory.

Upgraded Domain Functional Level from Server 2003 to Server 2012 R2 for Office 365 Migration.

Successfully and seamlessly migrated 260 users from an on premise Exchange server to Office 365 via Hybrid Deployment with zero loss of email or downtime.

Integrated Mimecast into the Office365 environment to take advantage of their malware mail scanning, sandboxing and attachment processing to protect company data and user emails from unsafe content.

Cleaned up Active Directory and decommissioned forest after integrating users, computers and printers from a company Turning purchased.

Worked as a Deskside and Remote Support Specialist as needed resolving user issues with computer hardware, software, smart phones, tablets, and other peripherals for more than 250 users.

SYSTEMS INTEGRATION ANALYST, Perot Systems / Dell Services October 2006 to February 2014

Intel Engineer, Youngstown, Ohio; October 2006 to March 2009; January 2010 to February 2014

Member of the Intel Project and Intel Support team. Built, maintained and protected more than 5,000 Windows Servers for the Catholic Healthcare Partners account, including participating in build meetings, determining server needs and installing OS and drivers for physical and virtual servers.

Managed McAfee ePO for two years. Consolidated eight regional McAfee ePO groups into two enterprise consoles, one for servers, the other for workstations. Rewrote all exclusions to new standards.

Was Intel Lead for Disaster Recovery exercises at hot and cold recovery sites to test our ability to rapidly react to the loss of a regional or consolidated data center.

PROFESSIONAL EXPERIENCE (CONTINUED)

SYSTEMS INTEGRATION ANALYST, State of Ohio March 2009 to January 2010

Intel Engineer for the Ohio Department of Taxation in Columbus, Ohio. Handled Lotus Notes administration.

SYSTEMS INTEGRATION ANALYST, Perot Systems

IT Site Support, Columbus, Ohio; December 2004 to August 2006 January 2001 to March 2009

Supported all IT operations at Calgon Carbon Columbus, Ohio, manufacturing facility, including PC hardware and software, servers, wired and wireless networks and barcode scanning. Supported 20 sales, technical and administrative positions and 60 unionized mill workers with workflow, email and process improvement.

Level II Support Technician, Pittsburgh, Pennsylvania; January 2001 to December 2004

Supported more than 1,500 desktop and laptop users at more than 40 global locations. Created network IDs, Lotus Notes IDs and issued appropriate network access. Repaired laptops and desktops; built and maintained enterprise images for laptops, desktops and CAD stations.

Reduced support calls by 80 percent after revamping existing desktop and laptop builds.

SYSTEMS ANALYST, Electronic Data Systems (EDS) January 1999 to January 2001

Lead IT Technician Cleveland, Ohio; August 2000 to January 2001

Supported more than 100 laptop, desktop and palmtop users at the AT&T Business office in Cleveland.

Lead Desk Side Support Tech, Pittsburgh, Pennsylvania; January 1999 to August 2000

Managed a team of three responsible for Desk Side support for more than 1,000 seats and 300 support staff at the AT&T Wireless inbound customer care call center, a 24/7/365 environment.

Led a team of three supporting a 1,000 seat, 24/7/365 call center.

FIELD ENGINEER, The SABRE Group 1998 to 1999

Deployed desktop and laptop computers as part of the USAirways Y2K/SABRE Migration in Pittsburgh, Pennsylvania. Performed data backup of existing machine; unboxed, assembled, installed and configured replacement PC; assisted users with issues after migration.

Created, managed and maintained a relational database in Microsoft Access to track machines as built and deployed at migration sites in Pittsburgh, PA; Crystal City, VA; and Winston-Salem, NC.

LAN ADMINISTRATOR, Tech International 1997 to 1998

Network Administrator/PC Technician for a 60+ user manufacturing facility in Johnstown, Ohio. Assisted in deployment of company-wide network and automation of many paper-based sales processes. Supported international sales staff with migration from DOS to Windows.

COMPUTER SERVICES MANAGER, Kinko’s of Ohio 1994 to 1997

Responsible for all aspects of operating a retail graphic design center in Niles, Ohio. Maintained Macintosh and PC workstations; installed and maintained in-store networks; assisted customers with and maintained computers in self-serve area; prepared monthly P&L statements.

Selected as a member of the Kinko’s National Beta Team to evaluate hardware platforms and software bundles prior to release to the company on both Macintosh and PC platforms

NEWS REPORTER AND AIR PERSONALITY, WRRO Radio & Tribune Chronicle 1989 to 1994

Researched, wrote and produced news and feature stories for hourly news broadcasts in Warren, Ohio. Hosted a daily news-talk current events show. Created computerized database and inventory of music and public service announcements. Researched, photographed and wrote news, sports and feature articles.

MILITARY EXPERIENCE

Public Affairs Specialist, United States Air Force 1986 to 1989

Worked as a staff writer and photographer for the Wright-Patterson Skywrighter, named the best newspaper in the US Air Force and Department of Defense while I was there. Also served as an aerial photographer for the 906th Tactical Fighter Group and Air Force Orientation Group. Awarded a variety of Command and Air Force-Level awards for writing and photography. Honorably discharged, no reserve commitment.

EDUCATION

DeVry University; University of Phoenix 2004 to 2009

Completed 60 credits towards a Bachelor of Science in Information Technology specializing in Security.

Associates of Science Degree, ITT Technical Institute December 2003

Graduated with Highest Honors (3.88 GPA) in Computer Networking Systems.

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