Eric Lokiru

• PC and Laptop Management: Reimaging, deploying, and upgrading laptops and PCs to ensure optimal performance and user satisfaction.
• Active Directory Management: Organizing and maintaining network efficiency by managing Active Directory tasks, including the addition and removal of devices and proper OU assignment.
• Office 365 Licensing: Handling licensing and access-related issues for seamless operation.
• Technical Troubleshooting: Expertly resolving complex issues related to network connectivity, RICOH printers, and shared drives.
• Cybersecurity: Proactively monitoring and responding to security incidents using CrowdStrike, running security scans/patches with Syxsense, and managing inactive devices with Absolute.
• Windows Servers & Cisco Network Switches: Skilled in managing Windows Servers and configuring Cisco network switches, including Cisco Meraki, for optimal network performance.
• Phone Support: Providing consistent support to all Asbury dealerships during dedicated phone shifts.
• Inventory Management: Tracking and managing IT inventory using Insight for accurate billing and resource allocation.
• Collaboration: Working closely with Senior Systems Administrators and third-party vendors to manage network and printer solutions effectively.

• Troubleshot Dell devices, including diagnosing and resolving hardware and software issues, ensuring smooth operations and minimizing downtime
• Reimagined Dell devices by implementing efficient configurations and optimizing system performance, resulting in enhanced productivity and user satisfaction
• Demonstrated expertise in working with motherboards, replacing HDDs, RAM, CPUs, and graphics cards, contributing to the seamless functioning and performance improvement of desktop systems
• Implemented backup and disaster recovery strategies for VDI (VMware) infrastructure, minimizing downtime and data loss
• Developed and maintained documentation, including standard operating procedures and configuration guides
• Provided end-user support for VDI-related issues, troubleshooting connectivity, performance, and application-related problems
• Assisted in the deployment, configuration, and maintenance of Windows and Linux servers
• Managed user accounts, permissions, and access rights to ensure data integrity and confidentiality
• Implemented and maintained backup and disaster recovery solutions, ensuring data protection and minimizing downtime
• Assisted in the management of network infrastructure, including switches, routers, and firewalls
• Proficiently administered and maintained Active Directory and Azure email exchange infrastructure, ensuring seamless communication and efficient collaboration
• Assisted in storage and data management, specifically file and folder permissions, and NAS configuration while participating in 24x7 on-call production IT support handled high-volume call center operations, delivering exceptional customer service and resolving inquiries efficiently and effectively
• Created and maintain documentation related to system configuration, diagrams, and service records.

• Installed 120+ new PC workstations and laptops with Windows 10 and MS Office 365
• Achieved zero downtime through cloud data redundancy during changeover
• Resolved 20+ trouble tickets per day through efficient triaging of problems
• Maintained 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and providing fast solutions
• Performed 100+ successful hardware and software repairs per week
• Slashed update times for systems & software by 30% through automation
• Reduced downtime for 300+ machines by 22% by scheduling and performing regular maintenance of hardware and software.

• Diagnose and troubleshoot end-user desktop application issues and provide appropriate resolutions
• Follow-up with end users to provide status updates
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets)
• Communicates with customers at all levels of technical and non-technical
• Works collaboratively with people across the organization
• Provide support support for PCs, laptops, printers, cell phones, tablets, etc
• Troubleshoots networks, servers, hardware systems, operating systems, and application technical issues
• Creates and manages technical documentation
• Assists the engineering team with project implementation.