Eric McGrath
Clayton,NC
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
Work History
Senior Service Desk Specialist Tier 1
Darden Restaurants Inc.
01.2017 - Current
- Answer service desk phones for restaurant management and field technicians
- Hardware, software, and internet circuit troubleshooting in a timely, efficient and professional manner.
- Documenting details of the problem and/or resolution of every call.
- Create, edit and update multiple trouble ticketing systems.
- Schedule service tech calls with details for hardware and procedural related issues.
- Follow proper escalation procedures and assign tickets to second level support.
- Proactively monitor system servers for alerts and taking ownership of issues as they arise.
- Work with 3rd party companies to repair or replace faulty restaurant equipment.
- Distinguishing priority levels to efficiently restore stable service for down sites.
- Managing natural disaster escalations for down sites. (i.e. fire, flood, lightning, etc.)
- Provides leadership support for new recruitments.
- Provides tablet support for the restaurants. (i.e. restage, clean, repair and ship)
- Monitor internet circuits for down or bouncing networks and place ISP service calls for repair.
Computer Repair Technician Tier 1
Refresh Computers
01.2016 - 01.2017
- Greet and assist customers.
- Perform troubleshooting diagnostics on computers.
- Perform small repair issues in allotted time.
- Check in/check out machines for/from repair.
- Up sale customers on refurbished machines.
- Setup, update, and activate newly purchased refurbished machines.
- Take order requests for hardware and accessories.
- Inventory daily incoming stock from warehouse.
- Perform maintenance on store network and hardware.
- Take phone calls and/or remote into customer’s computers from store to help diagnose problems.
- Onsite repair with company vehicle at residences or businesses.
Senior Engagement Lead
Tigerdirect.com
01.2013 - 01.2015
- Greeting and assisting customer in store.
- Answering customer questions and directing to appropriate sections of store.
- Checking customer bags at customer service counter.
- Shrink prevention by checking receipts upon customer exit.
- Perform repairs on system hardware.
- Assist customers or other associates load electronic equipment into customer’s vehicles
Education
Information Technology Certifications -
Valencia College
Orlando, FL01.2014
General Education Diploma - undefined
Carl D. Perkins Job Corps Center
Prestonsburg, KY01.2010
Skills
- Proven safe driving
- Proficient in Microsoft software
- IT troubleshooting expertise
- Skilled in prioritizing tasks effectively
- Strong organizational abilities
- Clear communication
- Proficient in customer support
- Collaborative team member
- Self-directed task management
- Results-driven
- Strong focus on accuracy
- Ensures workplace safety
- Reliable and trustworthy
- Upholds professional standards
- Strategic resource utilization
- Effective problem resolution
Timeline
Senior Service Desk Specialist Tier 1
Darden Restaurants Inc.
01.2017 - Current
Computer Repair Technician Tier 1
Refresh Computers
01.2016 - 01.2017
Senior Engagement Lead
Tigerdirect.com
01.2013 - 01.2015
General Education Diploma - undefined
Carl D. Perkins Job Corps Center
Information Technology Certifications -
Valencia College