Eric Gilliam
Bloomfield,CT
Summary
Dedicated IT Desktop Support professional with a special focus on providing exceptional customer service. Adept at deploying network devices and optimizing hardware configurations to enhance user efficiency. Consistently excels in troubleshooting using excellent problem-solving techniques, ensuring seamless operations.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Deployment Technician
Connection INC. – Cigna Group
Bloomfield, CT
06.2020 - 04.2025
- Dedicated Deployment Technician with a solid background in Windows systems and hardware installation. Demonstrated capacity to set up systems, resolve problems, and deliver technical assistance while ensuring excellent customer satisfaction.
- Imaged and deployed 125+ Windows 10 workstations per week for colleagues following department procedures, including software installation of Office 365, and hardware configuration.
- Responsible for maintaining PC hardware inventory, including all peripherals such as keyboards, mice, monitors, webcams, etc. Regular attendance was required for weekly inventory meeting with the ordering team to ensure our area has the proper materials to meet the service level agreement goals.
- Work on assigned tickets in the service now ticketing system to resolve colleague issues in a timely manner and to customer satisfaction. Maintaining over a 92% service level agreement score. Document all steps that were taken in the resolution of the ticket.
- Regular attendance was required for weekly inventory meeting with the ordering team to ensure our area has the proper materials to meet the service level agreement goals.
- Perform break-fix or upgrade duties on Lenovo & Apple products such as laptop hard drives or keyboard replacements, battery swaps, adding ram, etc.
- Provision Aruba Access Points for deployment to colleagues who work from remote locations.
- Trained new co-workers on the methods & procedures of our group for both the Windows & Mac OS imaging process.
Member of Technical Staff II
Verizon
Wallingford, CT
08.1999 - 06.2019
- Main point of contact for IT hardware or software-related issues for 200+ colleagues in 12 Verizon retail store locations in Connecticut & Massachusetts. responded to all end user requests and or problems.
- Provided tier 1 support by handling 25+ incident calls per day. Communicated with colleagues via Email, in person, Cisco jabber, and telephone calls to help achieve a resolution to the issue and customer satisfaction.
- Completed monthly preventive maintenance checks on the network devices in each store location. The list included ensuring all security patches were implemented and documented by date, UPS batteries were in compliance, ensuring the telco closets were clean and at an appropriate temperature.
- Tested all new software or hardware prior to deploying to end users.
- Imaged and deployed laptops to colleagues, configured point of sales stations that included both PCs and IOS tablets plus peripherals such as receipt printers, scanners, Verifone credit card swipes, etc.
- Performed project management duties for all IT-related projects assigned to the locations I supported. Projects included new store builds or remodels, upgrades to network equipment or circuit upgrades.
- Proactively participated in weekly team meetings for my group and the groups I was assigned to support.
- Collaborated with the Verizon Store Operations team developing and implementing procedures that increased sales production for Verizon.
- Assisted 300+ employees with the rollout of MobileIron & G-suites on their concession line devices.
- Upgraded 200+ company laptops from Windows 7 to Windows10 also assisted with migrating users from MS Outlook/office to Gmail & G-Suites.
- Troubleshooting method consists of performing initial problem analysis, determining a cause, testing the cause, establishing a plan of action to resolve the issue, implementing stated plan. Once the incident is resolved to customer satisfaction, I document all steps take for future reference.
Education
High School Diploma -
South Windsor High School
South Windsor, CT01.1983
Skills
- Technical Skills
- Hardware installations on PCs, laptops, switches, routers, printers, Cisco VOIP phones
- Microsoft Office Suite
- Active Directory
- Network Cabling
- SCCM Imaging
- Service Now Ticketing system
- Mobile Device Support
- Testing and deployment
- Windows 10
- Office 365
- Proficient with Remote Control Desktop applications
- Soft Skills
- Customer service and end user support
- Project management
- Excellent problem-solving
- Multi-tasking
- Strong collaborative skills
- Technical issues analysis
Certification
- CompTIA
- CompTIA ITF+
- The certification that provides a foundational understanding of core IT concepts, infrastructure, software, and basic troubleshooting. It was a prerequisite to allow me to take the CompTIA A+ exam. I passed the core 1 exam on 8/28 and will take the core 2 on 9/22.
Timeline
Deployment Technician
Connection INC. – Cigna Group
06.2020 - 04.2025
Member of Technical Staff II
Verizon
08.1999 - 06.2019
High School Diploma -
South Windsor High School