Eric Pereira
Cassadaga,NY
Overview
12
12
years of professional experience
Work History
Personal Computer Specialist
Chautauqua County
09.2014 - Current
- Streamlined IT processes by implementing automation solutions, resulting in increased efficiency and reduced manual effort.
- Collaborated with cross-functional teams to develop customized software solutions tailored to business needs.
- Provided exceptional technical support, resolving complex issues promptly and effectively for end users across 7 different departments, servicing approximately 600 devices.
- Migrated systems to cloud-based platforms, improving scalability and flexibility.
- Established strong relationships with clients by delivering excellent customer service through timely communication and followups.
- Collaborated with fellow IT professionals to share knowledge, troubleshoot issues, and develop best practices for the team's success.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Coordinated with vendors to procure necessary equipment.
- Enhanced system performance by optimizing server configurations and implementing regular updates.
- Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Educate employees on local network usage policies and ensure compliance.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
Tier 2 Technical Support Specialist
DFT Communications
08.2011 - 09.2014
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
- Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.
- Boosted client retention by consistently delivering exceptional Tier 2 technical support services.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Bachelor of Science - 3D Art & Design
The Art Institute of Pittsburgh
Pittsburgh, PA03.2011
Skills
- Desktop Technical Support
- Network Administration
- Information Security
- Installation and Configuration
- Project Management Abilities
- Hardware Installation
- Network Troubleshooting
- Disaster Recovery
- Remote Support
- Data Recovery
Job Related Training
Customer Service Training
Accelerated Cisco (CCNA) Training
Server 2022 Training
Cybersecurity Training
Timeline
Personal Computer Specialist
Chautauqua County
09.2014 - Current
Tier 2 Technical Support Specialist
DFT Communications
08.2011 - 09.2014
Bachelor of Science - 3D Art & Design
The Art Institute of Pittsburgh
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