Eric Bowles Jr

Competent Desktop Support Engineer well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.

• Nexthink Infinity Fundamentals
• Introduction to Cybersecurity Tools & Cyber Attacks
• Cybersecurity Roles, Processes & Operating System Security
• Cybersecurity Compliance Framework & System Administration
• Troubleshooting with Nexthink

• Desktop Support Analyst, Black Diamond Networks, 03/2021, 09/2022, 1 year 7 months, Andover, Massachusetts, Assisted the deployment, maintenance, and support of IT hardware and software ensuring optimal performance., Administered Citrix environments and provided Windows OS support, enhancing system efficiency and user productivity., Installed Multi-Factor Authenticator(Tech MFA) on all machines, increasing system security and reducing the risk of unauthorized access., Ensured data integrity and accessibility managing long-term data storage using AWS S3 Browser., Delivered expert remote technical support for system and user-related issues using Kaseya (RDP)., Administered and supported Office 365 and Microsoft Exchange policies with a focus on email security and compliances., Conducted regular scans of websites for malware and security risks, proactively identifying vulnerabilities., Led deployment of quarterly Proofpoint security and phishing awareness training sessions.
• Operation Technician, loanDepot, 01/2021, 02/2021, 2 months, Walpole, Massachusetts, Efficiently unpacked, set up, and tagged new computer systems, telephones, and monitors, streamlining the asset management process and preparing equipment for immediate use., Delivered key technical support to daily operations, focusing on safety protocols and process efficiency to foster a secure and productive work environment., Skillfully dismantled obsolete computers to retrieve valuable components such as hard drive, SSD, and RAM.
• Help Desk Technician, Virginia Union University, 09/2018, 05/2019, 9 months, Richmond, Virginia, Resolved Tier 1 technical issues, utilizing problem-solving skills, and escalating complex solutions to Tier 2 or Senior technical staff when necessary., Diligently documented all user interactions and technical issues, creating detailed reports to track service ticket requests and outcomes., Provided support to local and remote staff, addressing networking, account maintenance, group policies, and hardware issues in high demand setting.