Eric Casillas

• Provide Tier 2 technical support for clinical and administrative staff, resolving hardware, software, and connectivity issues across a Windows-based enterprise environment.

• Handle desktop and laptop imaging, deployment, and configuration in alignment with organizational standards using SCCM and other tools.

• Manage user accounts and devices in Active Directory, including password resets, access provisioning, and domain joins.

• Create and implement PowerShell scripts to automate repetitive tasks such as profile cleanup and shortcut deployment, reducing response time and improving consistency.

• Maintain accurate asset documentation and support endpoint lifecycle management, including workstation refreshes.

• Collaborate cross-functionally with IT teams to troubleshoot and resolve escalated incidents.

• Ensure compliance with HIPAA and internal security protocols when handling user data and systems.

• Diagnosed and resolved hardware and software issues for over 100 arcade systems, maintaining a 95% operational uptime.
• Managed repair ticketing system to document changes, streamline workflows, and reduce issue resolution times by 30%, while maintaining accurate inventory records.
• Collaborated with vendors and technical teams to troubleshoot and resolve escalated IT issues, ensuring minimal downtime and seamless operations during peak business hours.
• Provided technical support to staff and customers, enhancing user experience through clear communication and efficient troubleshooting.

• Documented test results and repair processes in compliance with industry standards, ensuring accurate reporting and knowledge sharing.
• Performed quality assurance tests on media converters and cable assemblies, reducing defective returns by 10%.
• Conducted thorough first-article inspections for new builds, employing diagnostic tools to ensure industry compliance, which led to a 5% defect reduction in three months.
• Conducted diagnostic inspections and collaborated with engineering teams to streamline troubleshooting processes, improving production efficiency by 15%.

• Configured and tested avionics systems, achieving a 95% first-time installation success rate across 50+ AI-powered drones.
• Used network diagnostic tools and software to troubleshoot and resolve hardware issues, reducing system assembly downtime by 15%.
• Collaborated with cross-functional teams to enhance production workflows, enabling record monthly production.
• Documented troubleshooting procedures and resolutions in detailed reports, contributing to improved knowledge sharing and team efficiency.

• Delivered technical support for power systems, troubleshooting and resolving issues to ensure uninterrupted service for high-stakes environments.
• Maintained detailed logs and records of maintenance and repairs, improving equipment reliability and operational readiness.
• Trained and mentored junior technicians in safety protocols and maintenance practices, reducing equipment-related hazards by 20%.
• Supported a large-scale military operation, ensuring continuous power and lighting for 11,000+ refugees during emergency housing efforts.