Eric Liesegang
Yamhill
Summary
Dynamic support services manager with a proven track record of driving operational efficiency and enhancing client satisfaction. Exceptional organizational skills streamline processes and consistently elevate service outcomes. Demonstrated success in leading teams and solving complex problems while adapting seamlessly to changing environments. Committed to fostering a collaborative atmosphere that empowers team members and delivers outstanding results.
Overview
26
26
years of professional experience
Work History
Support Services Manager
A-dec
04.2019 - Current
Helpdesk Manager
Shari’s Management Corporation
06.2005 - 04.2019
- Maintain inventory
- Place purchase orders with approved vendors
- Project scheduling and management
- Travel budgets
- Responsible for day to day operations of Helpdesk team
- Assist Network Administrator with Active Directory changes and network security
- Assist Point of Sale Administrator with DB updates and Changes
- Assist in the operation, development and improvements of enterprise level software
- Assist with facilities remodels as on site liason
- Train, develop, and review all team members
- Perform all Helpdesk tasks as team leader to maintain smooth operations
- Audit case loads and unresolved incidents
- Review feedback for continuous improvement of department
- Trial and acquisition of new products
- Maintain professional contacts with vendors
- Assist with energy management as needed
- Cost benefit analysis
- Conflict resolution
- Create and maintain Service Level Agreements with staff
- IT/Facilities Department
Helpdesk Analyst
Shari’s Management Corporation
08.2002 - 06.2005
- Daily sales data maintenance
- Maintain accurate case logs
- 24/7 call rotation for end user support at 98 sites
- Desktop and Laptop support for local and remote sites
- Video surveillance install, download, and maintenance
- Assist Facilities Coordinator with various building needs
- Maintain all electronic devices at remote locations; printers, phones, cameras, laptops, video monitors, POS equipment, etc.
- Perform any IT or Facilities task as required by IT/Facilities VP
Cash Management Clerk
Shari’s Management Corporation
08.1999 - 04.2002
- Daily sales reconciliation
- Weekly corporate bank deposit
- Weekly accounts receivables audit of assigned locations
- Cash over/short dispute resolution with locations
- Credit Card chargeback investigations
- Weekly filing of financial information
- Accounting Department
Education
Associate of Arts -
Associates Degree - Business
University of Phoenix
Bachelor of Science - Business Administration
Eastern Oregon University
01-2027
Skills
- Windows Suite
- Microsoft Office Products
- MS Exchange
- MS Access
- SQL
- Visual Basic/VBNET
- Active Directory
- VOIP
- SCO Unix
- Visio
- Point of Sale software/hardware
- Case Management Software (Helpdesk Authority, Freshdesk, Zendesk, Citrix GoToAssist, Corrigo)
- Enterprise Level Labor Management (TMX software, Kronos, Workday)
- Remote Support Software (WebEx, Team Viewer, Screen Connect, PCAnywhere, VNC, GoToAssist, etc)
- Inventory and Ordering
- Project Management
- PCI-DSS (Pay Card Industry-Data Security Standards)
- 24 hour End User Support
- PC/Laptop setup and repair
- Low Voltage Wiring (Phones, CCTV, Network)
- Video Surveillance Installations
- Operations management
- Building maintenance
- Compliance management
- Incident management
- Staff development
- Security management
- Logistics management
- Workforce planning
- Procurement management
- ITIL framework
- Disaster recovery
- Service delivery
- Stakeholder management
- Employee engagement
- SLA management
- Teamwork and collaboration
- Problem-solving
- Customer service
- Customer service expertise
- Training and mentoring
- Flexible schedule
Timeline
Support Services Manager
A-dec
04.2019 - Current
Helpdesk Manager
Shari’s Management Corporation
06.2005 - 04.2019
Helpdesk Analyst
Shari’s Management Corporation
08.2002 - 06.2005
Cash Management Clerk
Shari’s Management Corporation
08.1999 - 04.2002
Associates Degree - Business
University of Phoenix
Associate of Arts -
Bachelor of Science - Business Administration
Eastern Oregon University
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