Eric Hawkins
IT Support Specailist
Beecher,IL
Summary
Solutions-driven and technically savvy team player experienced in leading all aspects of desktop, helpdesk and network support, to include hardware/software installation/updating, technical user support, device support, systems troubleshooting, and the handling of user service inquiries. Top performer adept in implementing the configuration, troubleshooting and support of in-house and virtual machines, peripherals, hardware and software in order to address end-user and company needs, while driving desktop support functions, maintaining system/network equipment, providing user training and ensuring system connectivity. Experienced in training staff, users and stakeholders, providing systems/network troubleshooting and leading strategic plans in accordance to corporate IT needs.
Overview
18
18
years of professional experience
Work History
IT Support Specialist
Newcold
06.2021 - Current
- Azure administrator and Office 365 administrator
- Responsible for User-ID and account creation and maintenance (active directory)
- Responsible for all aspects of desktop technology support needs, including team leadership and project management roles
- Improve customer satisfaction using good organizational, interpersonal, verbal, and written communication skills.
- Onboarding of new users, setup, and installation of equipment
- Maintain hardware inventory
- Provide end-user technical assistance by responding to support requests promptly via electronic ticket system, phone, or in-person.
- Assist with maintaining application licensing.
- (M365 environments, AutoCAD, and other enterprise software)
- Provide training and support on technologies and resources that are available to users
- Escalate issues when appropriate for timely resolution
- Support Microsoft Azure, AD, Exchange, and M365 environments
- Administer Azure Active Directory and maintain end-user account, permissions, and access rights
- Manage authentication and authorization system
- (Microsoft Authenticator)
- Support of network to ensure availability and reliability
- Maintain accurate inventory of all IT devices and software installed on servers and personal computers
- Maintain a list of licensing requirements purchased software, and managed software licensing contracts
- Troubleshoot standard and nonstandard desktop hardware problems and coordinate repair with the appropriate vendor
- Handles support for all internal/remote users and ensures they have proper PC set up and functionality to do their jobs
- Responsible for user ID and account creation and maintenance (active directory).
TECHNICAL SUPPORT ANALYST
Site Hands
04.2020 - 06.2020
- ,Deliver all aspects of onsite client support in installation, configuration, troubleshooting, and resolution of diverse network, hardware, software and mobile device issues via daily review of trouble tickets and incoming calls from users.
- Resolve connectivity problems and issues with onsite or remote equipment.
- Reduced response time for Tier 60 support tickets
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Performed quality assurance and quality control assessments of support ticket fulfillment
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions
FIELD TECHNICIAN/365 ADMINISTRATOR
Federal Signal Corp.
09.2018 - 04.2020
- Led all aspects of the installation, configuration, troubleshooting and resolution of diverse network, hardware, software and mobile device issues, to include handling new software installations, document imports, connectivity issues, and the delivery of support services via the review of trouble tickets and engagement with users
- Resolved connectivity problems and issues with onsite or remote equipment
- Analyzed problems and assisted with corrective action to restore functionality, while working with technical staff to resolve recurring problems and issues with applications and/or products
- Evaluated, tested and implemented new technologies; worked closely with IT staff and product vendors in addressing IT issues; supported electronic file transfers, AV needs and user requirements
- Interviewed users to gather information on problems and led users through diagnostic procedures to determine and resolve issues; logged all support calls into database to track and ensure resolution
- License management, backup management, and assist with O365 implementation and management
- Creation of new user accounts including Active Directory and Azure Active Directory.
LEVEL 2 DESKTOP SUPPORT/AD ADMINISTRATOR
US Railroad Retirement Board
06.2018 - 09.2018
- Delivered all aspects of desktop support in a federal government environment, to include providing PC, laptop and mobile device support, as well as hardware, software and operating systems support with a focus on helping customers in the efficient use of new software products
- Partnered with the Desktop Services Team to determine optimal configurations, discuss applications and issues, share support techniques, and ensure all staff remain abreast of new technologies.
LEVEL 2 DESKTOP SUPPORT/365 ADMINISTRATOR
Environmental Systems Design Inc.
12.2017 - 04.2018
- Provided all aspects of daily support via the receiving, assessment, troubleshooting and resolution of trouble tickets regarding client OS (Windows 7 & 10), Microsoft Office 365 and other diverse applications such as VPN Cisco AnyConnect and Spiceworks, and various network issues
- Conducted all aspects of PC, desktop, laptop and mobile device setup and maintenance, including the installation, configuration and support of hard drives, NIC's, printers, and diverse hardware
- Creation of new user accounts including Active Directory and Azure Active Directory.
LEAD IT FIELD SUPPORT TECHNOLOGIST
Ricoh
07.2005 - 09.2017
- Managed and delivered all aspects of IT, systems and network support to 1000+ users at 5 office locations, while providing 2nd and 3rd level support and managing escalated calls for complex problems
- Investigate and resolve complex technical problems via extensive IT knowledge and a host of resources such as spyware/adware removal tools, configuration tools, antivirus programs, and PC imaging and configuration
- Led general PC, desktop, laptop and mobile device setup and maintenance, including installation and configuration of hard drives, NIC's, printers, and other PC accessories
- Monitored and tuned systems to achieve optimum performance levels; ensured data integrity by evaluating, implementing, programming and managing software and hardware solutions
- Developed and maintained a comprehensive operating system hardware and software configuration database/library of all supporting documentation
- Administered and supported system security, including system access, virus management and security patch management; executed the creation of Active Directory users, share folders, etc
- Implemented software/hardware upgrades, firmware revisions and other enhancements
- Received, assessed, troubleshooted and closed incident tickets regarding client OS (Windows XP/Win7 Win 10), various applications and network issues
- Strategized enterprise network security planning and maintenance, including firewall, anti-virus, gateway, backup/disaster recovery and security assessments
- Evaluated network/system performance in order to maintain uptime and identify ways of improvement
- Delivered all aspects of helpdesk and training services; ran daily schedules and backups to ensure critical data security
- Facilitated the training and support of customers and colleagues, while building solid working relations with internal customers/colleagues
- Planned and implemented strategic projects alongside other technicians, to include system upgrades, hardware/software migrations, etc.
Education
Associate of Applied Science - Computer And Information Sciences
Robert Morris University - Illinois
Chicago, ILBBA - Telecommunications Management
Robert Morris University - Illinois
Chicago, IL01.2004
A+ And Network + -
Comptia
Chicago, ILSkills
- Technical Support Leadership
- Procedural Development
- Hardware/Software Support
- Integration & Migration
- In-House & Remote Set-Up
- User & Field Training/Support
- LAN/WAN Admin Support
- Administer Azure Active Directory
- Project Management
- System Enhancement
- Configuration Management
- Mobile Device Management
- Telecommunications Network Oversight
- Technical Equipment Inspection
- Helpdesk Call Support
- Operating System Management
- Backup and Recovery
- Instruction and Training
- Hardware Upgrades
- Wireless Area Networking
- Software Installation
- User Credential Management
- Hardware Diagnostics
- Videoconferencing
- Systems Analysis
- Performance Testing
- Network Diagnostics
- Application Support
- Desktop Support
- Service Support
- Customer Service
- Technical Support
- TCP/IP
- Access Issue Resolution
- Windows 10
- Technical Issues Analysis
- Product Troubleshooting
- Technical Troubleshooting
- Microsoft Outlook
- Mac Systems
- Wide-Area Networks
- Staff Education and Training
- LAN/WAN
- Ticket Support System Management
- Technical Documents Comprehension
- Issue Troubleshooting
- Hardware upgrades
- AV presentation
- Telecommunications network oversight
Timeline
IT Support Specialist
Newcold
06.2021 - Current
TECHNICAL SUPPORT ANALYST
Site Hands
04.2020 - 06.2020
FIELD TECHNICIAN/365 ADMINISTRATOR
Federal Signal Corp.
09.2018 - 04.2020
LEVEL 2 DESKTOP SUPPORT/AD ADMINISTRATOR
US Railroad Retirement Board
06.2018 - 09.2018
LEVEL 2 DESKTOP SUPPORT/365 ADMINISTRATOR
Environmental Systems Design Inc.
12.2017 - 04.2018
LEAD IT FIELD SUPPORT TECHNOLOGIST
Ricoh
07.2005 - 09.2017
Associate of Applied Science - Computer And Information Sciences
Robert Morris University - Illinois
BBA - Telecommunications Management
Robert Morris University - Illinois
A+ And Network + -
Comptia
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