Open To Work
ERIC HAWKINS
BEECHER,US
Work Preference
Summary
Dynamic IT support specialist with a proven record in optimizing Azure and Office 365 administration, enhancing security and accessibility. Demonstrated success in streamlining user account management and exceeding service level agreements, contributing to improved operational efficiency and user satisfaction.
Overview
21
21
years of professional experience
Work History
IT SUPPORT SPECIALIST
Newcold
06.2021 - Current
- Streamlined Azure and Office 365 administration to enhance security and accessibility.
- Optimized user accounts and permissions for efficient access management in Active Directory.
- Deployed applications globally using Microsoft Intune/Autopilot, ensuring uniformity across environments.
- Optimized network operations, strengthening IT environments to support reliable and efficient service delivery.
- Led desktop technology support initiatives, enhancing operational efficiency and communication.
- Managed onboarding processes, expediting integration through seamless equipment setup.
- Orchestrated team efforts to achieve milestones, consistently surpassing service level agreements and enhancing service delivery.
- Cultivated customer satisfaction through effective communication and proactive issue resolution, resulting in positive user feedback.
TECHNICAL SUPPORT ANALYST
Site Hands
04.2020 - 06.2020
- Spearheaded onsite client support operations for network hardware, software, and mobile device installation.
- Delivered prompt responses to user inquiries and reviewed trouble tickets daily to ensure timely issue resolution.
- Implemented innovative solutions to resolve connectivity challenges both onsite and remotely.
- Streamlined response processes for tier 1 support tickets, enhancing operational efficiency.
- Utilized analytical skills to identify root causes, enabling targeted troubleshooting and faster issue resolution.
- Conducted rigorous quality assurance assessments to ensure compliance with industry standards.
FIELD TECHNICIAN/365 ADMINISTRATOR
Federal Signal Corp
09.2018 - 04.2020
- Pioneered technical solutions, orchestrating seamless installation, configuration, and troubleshooting across diverse network, hardware, and software landscapes and facilitated swift resolutions to connectivity hurdles, fostering collaboration among technical teams.
- Spearheaded rapid resolutions to connectivity challenges for both onsite and remote equipment, fortifying operational efficiency and minimizing downtimes with a decisive, analytical prowess.
- Spearheaded evaluation and integration of advanced technologies, managed licensing and backups, and provided targeted user support.
- Championed identification and resolution of recurring application and product issues, collaborating with technical teams to implement corrective actions and enhance system reliability.
- Conducted user interviews and diagnostic procedures, tracking support calls to drive effective resolutions and support a culture of continuous improvement.
- Identified and addressed incidents, defects, and enhancement requests using ServiceNow.
- Led the strategic creation of user accounts across Active Directory and Azure Active Directory, enhancing access management protocols and system security through proactive measures and meticulous attention to detail.
LEVEL 2 DESKTOP SUPPORT/AD ADMINISTRATOR
US Railroad Retirement Board
06.2018 - 09.2018
- Delivered comprehensive desktop support for PCs, laptops, and mobile devices in federal government environment.
- Administered client OS, Microsoft Office 365, VPN, and network anomalies for swift resolutions.
- Managed diverse trouble tickets to resolve application and network issues, ensuring smooth user account management.
- Led user account creation in Active Directory and Azure Active Directory to enhance security protocols.
- Executed setup and maintenance protocols for hardware installations, optimizing performance across devices.
- Collaborated with desktop services team to refine configurations and share advanced support techniques.
- Implemented innovative software solutions to enhance user efficiency with emerging tools.
- Utilized troubleshooting tactics to minimize operational disruptions and sustain productivity.
LEVEL 2 DESKTOP SUPPORT/365 ADMINISTRATOR
Environmental Systems Design Inc.
12.2017 - 04.2018
LEAD IT FIELD SUPPORT TECHNOLOGIST
Ricoh
07.2005 - 09.2017
- Spearheaded system security measures and trained staff, enhancing overall operational efficiency.
- Administered robust security measures including access control and intrusion detection to protect sensitive data.
- Investigated and resolved complex technical issues to optimize system performance and ensure data integrity.
- Championed investigation of technical challenges using advanced diagnostic tools for swift resolution.
- Monitored system performance and implemented advanced solutions for improved efficiency and data protection.
- Delivered comprehensive IT systems and network support to over 1,000 users across five locations.
- Orchestrated setup and maintenance of PCs, desktops, laptops, and mobile devices to ensure reliable performance.
- Established a comprehensive database of operating system configurations to streamline troubleshooting processes.
Education
BBA - TELECOMMUNICATIONS MANAGEMENT
Robert Morris University
Chicago, IL01-2004
ASSOCIATE OF APPLIED SCIENCE - COMPUTER AND INFORMATION SCIENCES
Robert Morris University
Chicago, ILA+ AND NETWORK + -
Comptia
Chicago, ILSkills
- Azure
- Office 365
- Active Directory
- Microsoft Intune
- Autopilot
- Desktop Support
- ServiceNow
- IT Project Coordination
- Network Administration
- TCP/IP
- Windows 10
- Microsoft Outlook
- Hardware Support
- ServiceNow
- Software Support
- System Security
- Mobile Device Management
- LAN/WAN
- Mac Systems
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
BBA - TELECOMMUNICATIONS MANAGEMENT
Robert Morris University
ASSOCIATE OF APPLIED SCIENCE - COMPUTER AND INFORMATION SCIENCES
Robert Morris University
A+ AND NETWORK + -
Comptia