Summary
Overview
Work History
Education
Skills
Evaluation
Timeline
Generic
ERIC NOBLE

ERIC NOBLE

Mooresville,NC

Summary

Experienced mobility infrastructure engineer with 10 years of technical background. Specialized in mobile device management with multiple platforms. I have unique background using both technical and project management skills provide mobile solutions for my internal customers while developing and maintaining meaningful relationships with all my business partners. Seeking to leverage my technical and relationship management and continue to grow in the engineering field.

Overview

15
15
years of professional experience

Work History

Infrastructure Engineer – Corporate & Supply Chain Mobility

Lowe’s
07.2021 - Current
  • Led project completion for mobile device upgrades from start to finish for MC9300 devices which are the primary mobile production tool for all of Supply Chain
  • Became the team subject matter expert on CRQs and used that knowledge to train other team members on the process
  • Developed and maintained relationships with all ITFSD support managers and analysts which allowed me to become a trusted point of contact for support inquiries from our customers
  • Led multiple launcher, app, weblink, updates for TC7x, MC93, and VC80 devices by creating deployment products in VMWare WS1
  • Became a subject matter expert on Zebra Workforce Connect products and developed a training guide for other team members
  • Partnered with external vendors for multiple products to efficiently resolve customer issues as well as test and develop new mobile technology
  • Proactively coordinated monthly standups with ITSD analyst to determine knowledge gaps with our support partners, understand trends, and share new product information
  • Served as team product owner for Zebra VC80 vehicle mounted devices used by Supply Chain
  • Assisted with app management and deployment using Microsoft Intune for Corporate users
  • Learn and shadow with current Sr
  • Infrastructure Engineers to better understand projects, tools, and responsibilities that come with the role.
  • Reduced downtime by proactively identifying and addressing potential issues in the IT infrastructure.

Senior Technology Operations Analyst

Lowe’s
08.2020 - 07.2021
  • Support, develop, and coach 35+ front line IT Service Desk Technicians under the Store Mobility portfolio since joining the team in August of 2020
  • Created performance improvement plans for team performance outliers
  • Acted as team project manager for all IT efforts
  • Efforts include adding mobile equipment such as mobile scanners, tablet, electronic signage, and fulfillment equipment
  • Created training documentation and courses for new mobile store equipment so technicians can support end users
  • Collaborated with software engineers, product owners and PMO’s to provide frontline feedback, support drivers, known issues, and served as liaison between those groups and front-line support
  • Maintained Jira stories and ITSD confluence pages for new and ongoing projects and development efforts
  • Owned knowledge article creation and maintenance in Service Now and Remedy as well as reporting for any service tickets created in those platforms
  • Served as PowerBi dashboard subject matter expert for the team
  • Edited dashboards, updated reports, and used PowerBi to create detailed data visualization for weekly and monthly meetings with IT leadership.
  • Optimized operational efficiency by analyzing and streamlining processes.

Senior Systems Analyst Communications

Lowe’s
09.2019 - 07.2020
  • Executed test plan for WIRE 16.10 deployment in 2019
  • Reviewed all enhancements provided by Reflexis and reported errors in JIRA for correction before deployment
  • Assisted with updating training videos with WIRE 16.10 enhancements
  • Became a PowerApps power user by processing weekly update of the Associate Availability App used by the store staffing team, created an intake app for users to request new company collaboration tools to be used enterprise wide, update and maintain the Parcel Inventory App, created and maintained the COVID – 19 Supplies app which are currently in pilot
  • Worked as technical consultant for Ops Toolbox Video series
  • I created and maintain the .asp page that hosts the video as well as the transcripts for the bi-weekly series
  • I assisted with producing rough cuts of the video using Premier Pro and acted as second shooter during the filming process
  • Collaborate with AV Team to produce weekly Monday TEAM call
  • I monitor the MSFT Teams video links for possible errors or user issues
  • Troubleshoot with users when they are unable to view video/hear audio
  • Monitor the ATT bridge line that serves as an audio bridge for the entire meeting
  • Update the video recording using Dreamweaver to the TEAM .asp site
  • Served as member of the MSFT Teams project team to help determine framework for field and store users
  • Developed job aids, weekly tips and tricks, and training resources for Teams to store deployment
  • Provided support for pilot users who needed additional training on Teams or required troubleshooting assistance
  • Served as subject matter expert for Teams rollout to Region and District pilot as well as MST pilot which included Yammer
  • Setup, monitored, and supported Communications Systems mailbox
  • Created the mailbox as an intake for MSFT Teams issues
  • Responsible for providing technical assistance to users that send emails which consist of basic how-to instruction as well as complex technical issues that require additional troubleshooting.
  • Enhanced system efficiency by optimizing software applications and introducing new technologies.

Project Manager – Program/Project Management for Home Based Agent Program

Verizon Wireless
02.2009 - 09.2019
  • Created roadmap for home-based agent expansion into untapped markets in 2019 which includes support plan for new 5G rollout and using 5G home service as disaster recovery backup
  • Managed the transition, equipment setup/support, and system conversion for 2200 Home Based Agents in 2018
  • Supervised and trained six new team members 2018
  • Upon the hiring of the new Project Analysts, trained the new employees on tools, processes, and project planning methodology and provided weekly coaching and development plan updates
  • Led charge for virtual first platform for home-based agent program by piloting a virtual training environment and developing promoting self-serve system support tool
  • Developed support dashboard to that allowed leaders to more efficiently monitor potential system issues and downtime
  • Produced training videos for frontline agents
  • Created story board, wrote script, edited videos in iMovie and Adobe Premier Pro before uploaded and tracked with internal training site
  • Created 2018 roadmap for IT and technology strategy for Home Based Agent program
  • Developed and maintained Knowledge Base website maintained by WordPress used by all customer facing agents and leadership teams
  • Provided IT support for equipment and software for agents new to role in the home-based agent program
  • Trained and supported all front-line leadership teams on internet quality of service support tool (approx
  • 300 employees in 2018)
  • Lean Six Sigma Greenbelt project to streamline equipment deployment process for entire Home-Based Agent program (approx
  • 3000 employees).

Tech Support Analyst

Verizon Wireless
  • Analyze key performance indicators and develop coaching plans for frontline employees
  • Refined and provided feedback for Go90 and other Verizon based applications in the Google Play and Apple App Store prior to consumer launch
  • Created a test plan for frontline representative troubleshooting tool, and updated requests via Microsoft Access
  • Maintained and supported representatives, leadership, and the training department for the launch of new network mapping tools
  • Developed Deductive Reasoning training for Wilmington tech support improving all of performance appraisal metrics
  • Review and provide feedback and enhancement suggestions on Tech support new hire training documents
  • Developed quick reference guides, produced and edited training videos, maintained, and improved internal technical support reference page
  • Collaborated and fostered interdepartmental relationships for remote diagnostic tool and created retail training videos on tool usage and launch details
  • Analyze Remedy (network trouble ticket system) Reports, determine Remedy Error outliers, developed and facilitated training content improving ticket feedback and Remedy Error Rates.

Offline Training Project Manager

Verizon Wireless
  • Collaborated with the training department and leadership to develop curriculum for spring 2014 Tech Support new hires
  • Debugged new software and tools, developed solutions implemented by our frontline representatives, and improved KPI performance
  • Analyze supply chain management and Motorola reports, compiled data, and determined call drivers while updating solution communications to the entire department
  • Personally selected, trained and developed new facilitators for the off-shelf team
  • Maximized training impact fullness, maintain training progress database, minimized office offline usage.

Education

Bachelor’s Degree in Business Administration -

University of North Carolina Wilmington
01.2008

Skills

  • Technology Integration
  • Strategic Planning
  • Project Oversight
  • Equipment Knowledge
  • Training and Mentoring
  • Problem Solving
  • Change Management
  • Team Leadership

Evaluation

Meets Expectations, Eric is achieving all of the expectation I have for a Engineer. He is consistently able to work independently on assigned tasks, work with Sr Engs on improving his skills and knowledge, frequently asks for and welcomes constructive feedback. His attention to detail and willingness to take on more responsibility and tasks allows him to continually deliver solid results for the business. Eric is high performer, while also being easy to approach and work with - which will take him far in his career., Meets Expectations, Learned process for Zebra WFC site creation and creating SOP/Training document. Used the Zebra WFC knowledge to create additional RDC’s and FDC’s as new sites came online with TC7x devices Continued to serve as SME for CRQ creation and implementation and trained or supported other team members on the CRQ process. Continued to assist with site creation in WS1 for new locations using TC7x devices. Shadowed Cory to maintain Intune involvement and knowledge. Took over roll of VC80x “owner” on the team. Assisted with setting up multiple training devices for business partners. Created and pushed new weblinks provided by SC ops partners to TC7x devices as well as some MC9300’s Monitored remedy ticket queue daily and worked to close requests as they came in from different SC sites. Became a trusted POC contact for SC ITFSD manager and analysts. Learned process for creating velocity wldep files to assist with future site creation and edits. I will continue to partner with all team members to learn and maintain knowledge of our support and product portfolio to be a valued contributor in 2023 Led the revamp of MC93s for RDC. This effort included updating the launcher to include additional functionality beyond buy, move, sell by adding webclips and additional applications. Created the launcher, profile, products. Tested internally and with ITFSD partners. Because of the 300 plus MC93’s at each RDC, I needed for onsite support staff and a 2 hour maintenance window during non-production hours and I was able to provide full support for those partners during that period . From start to finish I coordinated the creation, scheduling, rescheduling, and deployment, confirmation of update and testing with ITFSD staff for all 16 RDCs. Served as SME for WFC suite of products. Created training and documentation for DCO staff on PTT Pro Portal role. Served as the go to resource for DCO staff and Bangalore counterparts for all things WFC including Remedy INCs and escalations. Co-led project for Samsung Tablet for industrial engineers. Revamping their login process and unlocking the capability to do Wi-Fi data transfer between tablet and laptop with the UMT Plus app. This involved multiple demos with Industrial engineer team and collaboration with Desktop team to check all the boxes for the accompanying desktop software. Took on new site creation for XDT expansion effort from Alan. Creating Velocity files, products, profiles, and coordinating deployments with ITFSD and TSC. Continued support for SC Ops and their requests to add additional functionality to TC7x and MC93 devices. Coordinated the push with DCO, created CRQs, created profiles, products, and initiated the deployments. Acted as Intune backfill. Attended Microsoft training to further knowledge so I was able to tend to all Intune requests when Cory was OOO for vacation and parental leave. Continued to collaborate with the team to request new work. I was eager to help my peers when they had a demanding workload and use that experience expand my knowledge in our portfolio. As we continue our migration journey, I look forward to learning from our store counterparts so that I can continue being an asset under this new structure. During my midyear evaluation, I was advised that I am trending toward a Sr. Engineer and continue to be a high performer, so I selected “Exceeds Expectations” for the year. I am pleased with all that I have been able to contribute from a leadership and project perspective as well as my ability to have the team's Senior and Lead Engineers offload work when their plates are full during a very busy and rewarding 2023. I enjoy working with this team and look forward to learning and contributing even more in 2024 under the new leadership structure and on-prem environment.

Timeline

Infrastructure Engineer – Corporate & Supply Chain Mobility

Lowe’s
07.2021 - Current

Senior Technology Operations Analyst

Lowe’s
08.2020 - 07.2021

Senior Systems Analyst Communications

Lowe’s
09.2019 - 07.2020

Project Manager – Program/Project Management for Home Based Agent Program

Verizon Wireless
02.2009 - 09.2019

Tech Support Analyst

Verizon Wireless

Offline Training Project Manager

Verizon Wireless

Bachelor’s Degree in Business Administration -

University of North Carolina Wilmington

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ERIC NOBLE