Eric Glaze
Summary
IT Support professional with 4+ years in IT industry, 3 years with MSP as a Technology Alignment Manager/Help Desk role. A+ N+ and Google IT Support certified with experience in hardware/network troubleshooting, Microsoft Office / Windows, Basics of Microsoft Azure as well as networking like routers, switches, and other networking equipment
Overview
10
10
years of professional experience
1
1
Certification
Work History
Techonology Alignment Manager
PCSN (PC Solutions.Net)
Houston, Texas
11.2021 - 07.2025
- Fulfilling the TAM (Technology Alignment Manager) role of the TruMethods system at an MSP supporting clients with businesses that have 20-100 users.
- Met in person with decision makers at each client to assess and evaluate any IT need or current setup of entire jobsite (hardware, software, networking, cloud/servers, Active Directory) and discuss next steps/prevention of future issues.
- Hybrid role of working Help Desk/Onsite when not doing TAM duties. Help Desk: Answered tickets through Kaseya's Autotask (before that, BMS). Tickets may include C-suite or Owners of businesses. High focus on detailed yet prompt 15 minute response that may include anything related to IT needs within a business. Workstations and hardware, Networking including routers and switches, VPN through OpenVPN, Cloud based systems using Microsoft Azure, and everything in between.
- Onsite: Travel by own car to job sites throughout the entire Houston area. Duties involved resolving issues unresolved by remote Help Desk or network down/critical situation. Installing new workstations, new networking equipment/server racks (PFsense routers, HP Aruba switches, Dell servers)
Computer Technician
Netsync Network Solutions
Bellaire, Texas
03.2021 - 11.2021
- Work with Houston ISD & Fort Bend ISD to provide hardware support and repair on average 60 units a day from the 300+ locations Netsync may receive faulty devices from.
- Help diagnose, image, and fix hardware/software issues on wide variety of primarily HP laptops, but also support desktops, printers, scanners, docks etc. Used customized Dynamics 365 ticketing system to track and send back devices.
Sr Customer Support Specialist
Ricoh
The Woodlands, Texas
05.2019 - 04.2020
- Worked through Ricoh on ExxonMobile's Global headquarters site.
- Provided services to ExxonMobile employees such as mail service, office relocation, and setup of desktops and devices in a timely and efficient manner
- Low level troubleshooting of printers and scanners
Shift Lead
Walgreens
03.2015 - 04.2019
- Manager on duty, preformed every major task a Store Manager would do except payroll and hiring.
- Duties: Opened/closed store, handled store cash, worked and helped in pharmacy as needed, inventory management
Education
High School -
Spring High School
Spring, TexasSkills
- Help Desk Operations
- VPN
- Networking (routers and switches)
- Troubleshooting network issues
- Office 365 Admin
- Basic Azure administration / Troubleshooting
- Attention to Detail
- Excellent client/customer service relations
Certification
- CompTIA A+, Industry Standard certification that teaches in depth knowledge and skills for setting up, configuring, and repairing computers.
- CompTIA Network+, Industry Standard certification that teaches complex networking concepts for computers, servers and the basics to hubs, routers, switches. Teaches how to troubleshoot, configure and support various networks and their functions.
- Google IT Support Professional, Certification from Google that teaches computer and networking concepts through real-life examples and remote computer lab work.
- Willing to take on and learn any other certifications as needed
Timeline
Techonology Alignment Manager
PCSN (PC Solutions.Net)
11.2021 - 07.2025
Computer Technician
Netsync Network Solutions
03.2021 - 11.2021
Sr Customer Support Specialist
Ricoh
05.2019 - 04.2020
Shift Lead
Walgreens
03.2015 - 04.2019
High School -
Spring High School