Summary
Overview
Work History
Education
Skills
Timeline
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Eric Evora

Greensboro,NC

Summary

Dedicated and experienced IT professional with a strong background in technical support and asset management, seeking opportunities to contribute my expertise and knowledge to a dynamic organization.

Overview

8
8
years of professional experience

Work History

Help Desk IT Analyst

Kelly Services
05.2022 - Current
  • Utilized asset management software to keep track of hardware and software assets, ensuring efficient inventory management for over 8,000 employees
  • Managed Active Directory, resolving user access and authentication issues, and ensuring secure network operations
  • Leveraged remote management software for troubleshooting and resolving technical issues efficiently.
  • Conducted network and VPN troubleshooting to maintain a stable and secure network environment
  • Effectively escalated and managed tickets, including creating parent tickets for emerging issues to ensure comprehensive problem resolution.

Apple Support Advisor

Kelly Services
11.2017 - 05.2022
  • Provided top-tier technical support for Apple customers, demonstrating extensive expertise in iOS and macOS
  • Assisted customers in resolving a wide range of technical issues, including account security, data management and operating system issues, while consistently maintaining a 95 percent customer satisfaction rating.
  • Acted as a senior-level advisor, handling complex technical problems and providing guidance and escalated tickets and emerging issues to engineering
  • Conducted training sessions and mentored new advisors, enhancing their technical skills and problem-solving abilities.

Production Coordinator

Ashley Furniture Industries, Inc
Advance, NC
04.2016 - 10.2017
  • Coordinated production schedules, ensuring timely completion of projects and adherence to quality standards.
  • Collaborated with teams to streamline workflow processes, resulting in increased efficiency and productivity.
  • Managed inventory levels and supplies using Microsoft Excel, optimizing resources for production needs.
    Conducted quality checks to maintain product standards and implemented corrective actions when necessary.

Education

Associate of Arts - Psychology

Forsyth Technical Community College
Winston-salem, NC
05.2015

Skills

  • Technical proficiency in iOS, MacOS, Windows, Linux and Android
  • IT Asset Management
  • ITIL Knowledge
  • Active Directory
  • Remote management software
  • Network and VPN troubleshooting
  • Ticket escalation and management
  • Statistical Analysis
  • Performance Optimization
  • Risk Assessment
  • Information Security
  • Network Security

Timeline

Help Desk IT Analyst

Kelly Services
05.2022 - Current

Apple Support Advisor

Kelly Services
11.2017 - 05.2022

Production Coordinator

Ashley Furniture Industries, Inc
04.2016 - 10.2017

Associate of Arts - Psychology

Forsyth Technical Community College

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Eric Evora