Eric Cook
Summary
Recruiter Summary: Eric is an experienced and knowledgeable Senior IT Independent Contractor with almost a decade of experience. Whether it is upgrading software on hardware peripherals, or network troubleshooting to restore access, Eric is able to identify the problem and coordinate with the user and the support team to provide the best possible outcome.
Eric is an empathetic technician whose attention to detail has lead to accolades from his clients but from the CEO of Tata Consultancy Services reaching out to him personally for his care with the client's needs.
Overview
10
10
years of professional experience
Work History
Support Executive
Tata Consultancy Services LLC
11.2021 - Current
- I have received numerous accolades from both the client I represent and the personal email from the North American CEO of my company
- My manager suggested I teach the service desk my techniques for achieving such excellence and now a co-worker's exemplary feedback now being used for our company's advertisement campaign
Network/Voice/Data/Service Technician
Access Network Telecommunications LLC
10.2021 - Current
- I fixed commercial network issues at various locations; typically involving the re-wiring of the Ethernet cables or consoling into the switch to verify the commands are correct
Associate Install Technician
ADT
02.2021 - 09.2021
- I installed security systems in residential & commercial properties to suit my customer's needs
- I help maximize my customer's priorities with the best value we can offer them
- I ensure their outdoor cameras are placed precisely for maximum coverage while the cables are tucked away as discretely as possible
- I am familiar with both wireless & wired CCTV systems
IT Technician
Silfex
10.2020 - 01.2021
- I troubleshot hardware issues in a growing factory
- I was promoted to the ERP team to smooth the transition of the software
- I recommended emails be sent out the plant works, notifying them of trends in their tickets which would reduce the number of issues
IT Technician
White Castle
06.2019 - 07.2020
- Installed Operating Systems and migrated user accounts on laptops without the use of third party software
- Troubleshooting, upgrading, and updating of computer, hardware and peripherals
- Computers were placed in updated domains and registry was rewritten to ensure full functionality
- Ensured Tiles on the start menu to the background and wallpaper had to be within the company uniformity.
IT Field Technician
K-12 - Springfield
04.2019 - 05.2019
- I assisted students with any technical issues during testing; including but not limited to login errors, network connectivity, frozen laptops and power cord issues
- I setup the laptops, connected them to the network, ensuring the Cradlepoint could access the internet
- I was assigned multiple sites for my punctuality
Configuration Specialist
Comcast
06.2018 - 02.2019
- Recommended restructuring supervisor duties in management while configuring network devices in a fast paced warehouse, which resulted in a 40% increase in productivity
- Reviewed Knowledge base articles for revisions and streamlined explanations to increase warehouse productivity
Lead Process & Help Desk Analyst
UST Global
05.2017 - 06.2018
- Promoted to Lead Process Analyst after displaying great leadership skills
- Informed my team with the latest policy changes by the client and ensured the system was always online
- Assisted multiple healthcare clients and patients who needed technical support
- Researched users issues and taught my team members how to log tickets on the latest software
- Taught my team the latest version of Remedy used by the company
- Ensured the Service Level Agreements were always in compliance by reaching out to the proper team or network engineer with the correct SAP ticket.
Help Desk Agent
AtoS
04.2014 - 05.2017
- Troubleshot network issues for government and private sector employees with their VPN including shared drive connectivity, printer mapping & Lotus Notes
- Directed unresolved issues to the next level of support personnel
- Provided accurate information on IT products or services
- Recorded events and problems and their resolution in logs
- Followed-up and updated customer status and information Made sure service level agreements were enforced while maintaining communication with the network engineer
Pedal Cab Operator
Self-employeed
10.2003 - 04.2014
Education
Cisco Networking Engineering Certificate -
Sinclair Community College
Dayton, OHBachelor of Arts - English
Kent State University
Kent, OH12.2002
Skills
- Deadline Adherence
- Workload Management
- Requirements Gathering
- Technical Expertise
- Customer Service
- Time Management
- Decision Making
- Self-Motivation
- Problem Solving
- Creative Thinking
- Team Collaboration
I love writing, singing and listening to music
I have tried out for America's Got Talent on three separate occasions after some of the associates I sing with at karaoke have tried out on America's Got Talent and The Voice. I know I have sang in rooms with people who have made it to the top 13 in American Idol or just sang in Broadway. The limelight is never too big for me
Timeline
Support Executive
Tata Consultancy Services LLC
11.2021 - Current
Network/Voice/Data/Service Technician
Access Network Telecommunications LLC
10.2021 - Current
Associate Install Technician
ADT
02.2021 - 09.2021
IT Technician
Silfex
10.2020 - 01.2021
IT Technician
White Castle
06.2019 - 07.2020
IT Field Technician
K-12 - Springfield
04.2019 - 05.2019
Configuration Specialist
Comcast
06.2018 - 02.2019
Lead Process & Help Desk Analyst
UST Global
05.2017 - 06.2018
Help Desk Agent
AtoS
04.2014 - 05.2017
Pedal Cab Operator
Self-employeed
10.2003 - 04.2014
Cisco Networking Engineering Certificate -
Sinclair Community College
Bachelor of Arts - English
Kent State University
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