Enterprise SaaS & Network Support Specialist

ERIC TOWNSEND

Greenville, SC 803-***-**** ************@*****.*** LinkedIn

SUMMARY

Product Support Specialist with 6+ years of enterprise support experience diagnosing complex SaaS and network issues, reproducing defects, and collaborating with engineering teams for resolution. Managed high-volume ticket queues while maintaining SLA targets and created documentation to reduce recurring incidents. Skilled in incident management, Active Directory, TCP/IP, VPN, and Jira, with a commitment to delivering exceptional customer experiences in dynamic environments.

CORE SKILLS

• Operating Systems & Networking: Windows, Active Directory, TCP/IP, DHCP, VPN

• Support Operations: Incident Management, Endpoint Support, Hardware Support, Service Desk, Asset Lifecycle, Escalation Management, Documentation, Troubleshooting

• Tools & Platforms: Zendesk, Jira, SaaS Support

• Technical & Integrations: API Integrations, Scripting, Software Applications PROFESSIONAL EXPERIENCE

Infobase Holdings Inc Product Support Specialist Nov 2025 - Present

• Managed an average workload of 30+ support tickets daily while maintaining exceptional SLA performance.

• Investigated complex software application and SaaS issues, diagnosed API integration failures, reproduced defects through scripting test cases, and collaborated with engineering teams for resolution.

• Created documentation and knowledge resources with detailed reproduction steps, reducing recurring support requests.

• Escalated complex issues in Jira with comprehensive context, collaborating with programmer and developer teams to identify effective solutions. Computacenter Customer Engineer Apr 2025 - Oct 2025

• Coordinated weekly face-to-face deployment and refresh initiatives for enterprise hardware environments.

• Reduced downtime through rapid troubleshooting of software applications and incident response.

• Managed the decommissioning and disposal process of outdated IT equipment, ensuring compliance with environmental standards.

• Supported comprehensive IT asset management, focusing on inventory tracking and lifecycle maintenance to optimize resource utilization.

Cass Information Systems Tech Support Specialist Nov 2021 - Mar 2025

• Handled incident triage and escalations in enterprise support environments while meeting SLA expectations.

• Supported Active Directory inventory systems and endpoint operations.

• Supported enterprise environments serving 5,000–100,000+ users across endpoint deployments and lifecycle management.

• Provided configuration support for Azure-based inventory management, facilitating the setup of wireless and wireline business tickets.

• Produced detailed reports on wireless audits and optimization using Excel, SQL, and Power BI, enhancing decision-making processes for vendor management. Pomeroy IT Service Desk Analyst Jul 2019 - Oct 2021

• Delivered Tier II support in high-volume enterprise environments.

• Resolved access, incident, and service requests while documenting solutions. EDUCATION

Benedict College Bachelor's Degree, Accounting

CERTIFICATIONS (TARGET)

• MD-102 • ITIL

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