Eric Kromholz
Rochester
Overview
4
4
years of professional experience
1
1
Certification
Work History
Software Support Specialist
Aptean
Remote
02.2023 - Current
- Maintained the team’s highest case throughput, resolving 2,232+ cases annually with a 99.42% resolution rate.
- Delivered exceptional incident resolution by consistently exceeding departmental KPIs, ensuring 99% of high-priority issues resolved within 48 hours.
- Cultivated exceptional customer sentiment, achieving a 95% customer satisfaction score and maintaining a low 9% customer effort score.
- Diagnosed and resolved complex ERP integration and StarShip software suite issues through independent validation and testing in personal sandbox environments.
- Researched and wrote 36 knowledge base articles annually, facilitating knowledge sharing and increasing the effectiveness of AI-driven chatbot interactions.
- Executed software configuration, installations, and SQL database migrations while partnering with R&D teams to resolve software defects.
- Investigated root causes of technical issues, recommending design modifications and facilitating training sessions for resellers.
Technical Support Specialist
SAIC
Remote
03.2022 - 02.2023
- Provided global technical assistance to FAA employees and contractors, resolving account, operating system, software, mobile device, desktop, hardware, and network issues.
- Performed Active Directory administration, including password resets, re-enabling locked accounts, and managing user/device memberships in Security Groups and Group Policy.
- Utilized ServiceNow and Remedy ITSM to document technical actions and manage the escalation of complex incidents to Level 2 support teams.
- Provided technical assistance for Microsoft Office, Windows, and proprietary applications to enhance team knowledge base through new documentation.
- Ensured all technical resolutions followed industry best practices and met specific federal agency service standards.
Education
Bachelor of Science - Information Technology
SUNY College At Plattsburgh
Plattsburgh, NY05-2026
Skills
- Windows 10/11/Server
- Network Troubleshooting
- Virtualization Technologies
- Active Directory
- Azure Cloud Infrastructure
- SQL Server Management
- Network Administration (TCP/IP, DNS, DHCP)
- Identity and Access Management
- Group Policy (GPO) Management
- User and Device Provisioning
- Backup and Disaster Recovery
- Software Installation
- Incident Response and Troubleshooting
- Documentation and Process Improvement
- Cross-Team Collaboration
- Adaptability and Flexibility
- Time Management and Prioritization
- Verbal and Written Communication
- Continuous Learning and Certification
Certification
- Microsoft Certified: Azure Administrator Associate
- CompTIA Network+
- CompTIA A+
- Google IT Support Certificate
Interests
- Home Server Management
- 3D Printing
- Retro Gaming and Hardware
- Sci-Fi
- Movie Analysis
Timeline
Software Support Specialist
Aptean
02.2023 - Current
Technical Support Specialist
SAIC
03.2022 - 02.2023
Bachelor of Science - Information Technology
SUNY College At Plattsburgh