Eric Brake Jr.
Lanham,MD
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Lenovo and Imaging/Cloning hardware. Proven skill in resolving problems quickly on first call.
Overview
7
7
years of professional experience
Work History
IT Service Desk Analyst
MedStar Health IT Service Desk Analyst
07.2022 - Current
- Supported remote and in-house workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Managed approximately 100+ incoming calls, emails and faxes per day from customers.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication.
- Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
Service Desk Analyst
USPS OFFICE OF INSPECTOR GENERAL
10.2019 - 07.2022
- Engaged in user support interactions via telephone, chat and email platforms.
- Managed over 80+ incoming calls and emails from team members.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Served as primary point of contact for IT-related queries within the organization, directing users to appropriate resources when necessary.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Assisted in training new team members on service desk procedures, tools, and best practices.
TECHNICAL INSTALLATION SPECIALIST
UNIVERSITY OF MARYLAND MEDICAL SYSTEM
04.2019 - 10.2019
- Managed 100+ tickets from customer requests.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Researched and adopted new technologies to add value to existing offerings.
- Enhanced interfaces to promote better functionality for users.
- Installed system updates to address vulnerabilities and reduce security issues.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
TECHNICAL INSTALLATION SPECIALIST
WESTAT
03.2018 - 04.2019
- Oversaw ticket system with employees software issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Developed and implemented preventive maintenance procedures.
- Several incoming calls and emails for IT support.
- Configured and tested new software and hardware.
- Installed and configured operating systems and applications.
SERVICE SUPPORT DESK ANALYST
THE CARLYLE GROUP
07.2017 - 03.2018
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Optimized core processes to improve business performance and operational agility.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Conducted system analysis and implementation to maintain and improve computer systems.
Education
Information Technology Training -
Year Up, National Capital Region
Arlington, VA02.2018
Skills
- Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7 and 8; Active Directory
- Hardware: Microsoft Surface Pro HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps
- Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, WiFi router)
- Support: Desktop: escalation and documentation on ticketing system, customer service support (email, phone, and in person)
- Certification(s) Working towards: CompTIA A, Network, and Security certifications Communication
References
Available upon request.
Timeline
IT Service Desk Analyst
MedStar Health IT Service Desk Analyst
07.2022 - Current
Service Desk Analyst
USPS OFFICE OF INSPECTOR GENERAL
10.2019 - 07.2022
TECHNICAL INSTALLATION SPECIALIST
UNIVERSITY OF MARYLAND MEDICAL SYSTEM
04.2019 - 10.2019
TECHNICAL INSTALLATION SPECIALIST
WESTAT
03.2018 - 04.2019
SERVICE SUPPORT DESK ANALYST
THE CARLYLE GROUP
07.2017 - 03.2018
Information Technology Training -
Year Up, National Capital Region
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