Eric Bowles Jr.
IT Professional
Vienna,VA
Summary
Results-oriented Desktop Support Engineer with 4 years of experience in resolving computer hardware and software issues in customer-centric settings. Possesses extensive knowledge of operating systems, networking protocols, and technical support procedures.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
Work History
Desktop Support Engineer
Moderna
Cambridge, MA
9 2022 - 03.2024
- Provided extensive technical assistance to end users, resolving wide range of concerns regarding computer systems, peripherals, and applications
- Optimized PC performance through regular updates, patches, and system upgrades for Dell and Mac devices
- Supported remote employees via Team Viewer by setting up secure VPN (GlobalProtect) that enabled them to work efficiently from offsite locations
- Maintained inventory of installed desktop hardware and software components using ServiceNow to keep records accurate and updated
- Contributed to iPhone deployment to end users and optimized device performance through AirWatch/Intune support
Desktop Support Analyst
Black Diamond Networks
Andover, MA
03.2021 - 09.2022
- Provide tier 1 and tier 2 support for end users hardware and software installations as well as configurations
- Provided Windows OS support, enhancing system efficiency and user productivity
- Installed Okta MFA and SSO on all machines, increasing system security and reducing risk of unauthorized access
- Delivered expert remote technical support for system and user-related issues using TeamViewer and Kaseya
- Administered and supported Microsoft 365 policies with 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
Walpole, MA
01.2021 - 03.2021
- Streamlined asset management by efficiently unpacking, setting up, and tagging new computer systems, telephones, and monitors for immediate use
- Skillfully dismantled obsolete computers to retrieve valuable components such as hard drives and RAM
Houseman
Marriott
Richmond, VA
01.2020 - 03.2020
- Greeted and assisted guest attendants as needed by helping to deliver and pick up requested items when assigned
- Assisted with responsibilities and duties in areas of lobby attendant and housekeeping in their absence or in times of high volume
Takeaway
OutBack Steakhouse
Mechanicsville, VA
08.2019 - 01.2020
- Interact directly with customers via phone or in person to ensure that orders are accurate and customers are pleased with service
- Operated cash registers and managed payments received from customers
Student Helpdesk Technician
Virginia Union University
Richmond, VA
09.2018 - 05.2019
- 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
Education
Bachelor of Science - Computer Information Systems
Virginia Union University
Richmond, VA 08.2017 - 12.2020
High School Diploma -
Woodson High School
Fairfax, VA 09.2011 - 06.2015
Skills
Asset Management
Troubleshooting
Windows OS
Multitasking
Okta
ServiceNow
Customer Service
Team Viewer
Software installations
Asset Management
References
- Lisa Paz, Sr. Manager, End User Experience, lisa.paz@modernatx.com, (617) 335-6548
- Michael O'Donnell, Technical Support Specialist, modonnell8891@gmail.com, (508) 282-9230
- Mike Dias, Associate Director, Global End User Experience, mike.dias@modernatx.com, (617) 335-6801
- David Grimsley, System Security Administrator, david_grimsley@live.com, (978) 604-2094
Timeline
Desktop Support Analyst
Black Diamond Networks
03.2021 - 09.2022
Operation Technician
loanDepot
01.2021 - 03.2021
Houseman
Marriott
01.2020 - 03.2020
Takeaway
OutBack Steakhouse
08.2019 - 01.2020
Student Helpdesk Technician
Virginia Union University
09.2018 - 05.2019
Bachelor of Science - Computer Information Systems
Virginia Union University
08.2017 - 12.2020
High School Diploma -
Woodson High School
09.2011 - 06.2015
Desktop Support Engineer
Moderna
9 2022 - 03.2024