Eric Peterson
Atlanta,GA
Summary
As a Marine Corps Veteran with an AAS in Multi-disciplinary Technology and certifications in CompTIA A+, Network+, Security+, CySA+, Apple ACSP 10.15, and Microsoft Azure AZ-900, I specialize in cybersecurity and system administration. My military experience provides a strong work ethic, teamwork, and attention to detail. Proficient in networking, firewall management, and troubleshooting, I effectively manage and secure cloud environments including Microsoft 365, Azure AD, Google Workspace, and AWS.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Central Services Administrator
RCS Professional Services
11.2022 - 08.2024
- Orchestrated the setup, management, and resolution of backup issues for over 35 clients, utilizing a mix of cloud and onsite backup solutions, while conducting audits to enhance data integrity and compliance.
- Led the migration and deployment of a unified, cloud-based backup solution, ensuring cohesive strategies across all client accounts and systems.
- Addressed and resolved critical alerts within Acronis Cyber Protect and Datto BCDR systems, significantly improving system reliability and security.
- Developed patching policies and oversaw the management of 2,500 endpoints, 20 servers, and numerous virtual machines, ensuring timely updates across diverse operating systems.
- Spearheaded the selection and deployment of a new Remote Monitoring and Management (RMM) system, streamlining IT operations and enhancing service delivery.
- Collaborated with cross-functional teams to mitigate cybersecurity threats, contributing to the development of robust security postures for multiple clients.
- Initiated and led the deployment of Bitdefender GravityZone across over 25 host servers, significantly enhancing antivirus protection and overall security.
- Standardized job tasks and trained junior team members on industry best practices, ensuring consistent service delivery and adherence to standards.
- Planned and implemented hardware and software upgrades, including WAN and LAN connectivity enhancements, to optimize network performance and resolve congestion issues.
- Monitored network devices and traffic, utilizing performance metrics to quickly resolve technical problems and optimize system efficiency.
- Performed network security design and integration, ensuring secure and reliable operations across client networks.
- Developed and documented network policies, procedures, and standards, while researching and recommending new technologies for performance improvements.
- Analyzed and resolved complex project server issues, supporting large enterprise and business-critical applications.
- Oversaw file system and storage upgrades, maintaining data integrity and redundancy, and ensuring system reliability through timely security patches and updates.
- Drove continuous improvement in IT governance processes, contributing to the enhancement of overall IT infrastructure and service quality.
Help Desk Manager
RCS Professional Services
01.2022 - 11.2022
- Directed a team of 7 Helpdesk and 4 On-site technicians, optimizing operational efficiency and ensuring high-quality service delivery.
- Executed monthly performance evaluations, utilizing metrics and client feedback to continuously improve technician performance and customer satisfaction.
- Resolved client grievances and implemented preventive measures, improving service delivery and client retention.
- Collaborated with technicians to swiftly resolve client issues, enhancing overall customer satisfaction.
- Maintained and updated documentation and knowledge bases, integrating technician feedback to ensure accuracy and relevance.
- Coordinated with Dispatch to efficiently organize on-site, after-hours, project, and emergency work, optimizing resource allocation.
- Managed escalated issues as the primary escalation point, significantly improving issue resolution times for both helpdesk and on-site support.
- Provided management with insights on industry trends, workforce morale, and client needs, aiding in informed decision-making.
- Partnered with management and external consultants to innovate workflows, processes, and performance monitoring, significantly enhancing operational efficiency.
- Created support documentation that empowered users to independently resolve issues, reducing dependency on the support team.
- Handled high call volumes and provided comprehensive technical support, ensuring timely and effective issue resolution.
- Documented support interactions and compiled data for accurate system records, ensuring detailed tracking of customer encounters.
- Followed up with clients post-engagement to verify satisfaction and ensure long-term customer loyalty.
- Managed customer expectations regarding support and technology functionality, ensuring a positive user experience.
Help Desk Engineer
RCS Professional Services
04.2021 - 01.2022
- Managed first-line IT services for over 35 businesses, overseeing 2,500+ endpoints and demonstrating strong system administration and client support capabilities.
- Resolved email-related issues for clients using G-suite, Microsoft 365, and other hosted Exchange platforms, showcasing expertise in various communication systems.
- Administered file system permissions in SharePoint, Google Drive, Dropbox, and Active Directory, ensuring secure and efficient access control.
- Troubleshot and resolved hardware issues across client workstations, laptops (Windows and macOS), printers, servers, and networking equipment, highlighting technical versatility and problem-solving skills.
- Coordinated the onboarding of computers, users, and equipment, employing best practices to optimize operational efficiency.
- Oversaw the management and monitoring of directories, including Active Directory, Azure Active Directory, and JumpCloud, reinforcing cybersecurity and system administration expertise.
- Implemented rules, policies, and permissions in Active Directory and Azure AD, contributing to the security and compliance of client systems.
- Executed ticket creation and maintained detailed documentation in the ticketing system, ensuring accurate communication and follow-up.
- Collaborated with colleagues to address complex issues promptly, maintaining client satisfaction within SLA parameters.
- Coordinated with outside departments to implement system-wide improvements and enhance overall IT infrastructure.
- Provided remote support by installing programs and applications via remote link, improving client accessibility and convenience.
- Documented technical issues and solutions to maintain accurate logs and enable tracking of recurring problems.
- Implemented technical solutions to resolve customer issues, increase satisfaction, and enhance system performance.
- Upgraded operating systems and software to ensure compatibility and maintain system integrity.
- Created user accounts and assigned permissions, ensuring secure and controlled access to systems and resources.
- Researched and identified solutions to complex technical problems, enhancing overall service delivery.
- Configured hardware, devices, and software to set up workstations, ensuring optimal employee productivity.
- Removed malware, ransomware, and other security threats from laptops and desktop systems, safeguarding client data.
- Diagnosed and resolved hardware, software, and network issues, maintaining system functionality and performance.
- Maintained servers and systems to ensure network uptime and reliability, particularly during peak periods.
- Streamlined repair processes and updated procedures to ensure consistency and efficiency in support actions.
- Assisted in the development of system security protocols, contributing to the protection of client data and systems.
- Monitored system performance to identify potential issues and prevent disruptions.
- Patched software and installed updates to eliminate security vulnerabilities and enhance system protection.
Depot Repair Technician
Barco
12.2019 - 04.2021
- Troubleshot, diagnosed, and repaired RMA'd surgical monitors, including hardware issues and electronic components, using a variety of tools and diagnostic equipment.
- Designed and implemented new testing, repair processes, and Quality Control Procedures for new surgical monitor models.
- Created documentation and streamlined workflows to enhance repair efficiency and inventory management, supporting over 200 orders per month.
- Utilized ticketing systems, CRM, and ERP programs for tracking repairs and maintaining inventory.
Master Electrician
Florida Department of Corrections
07.2018 - 12.2019
- Led and mentored inmate teams in troubleshooting and repairing electrical systems, fostering skill development.
- Oversaw system maintenance, ensuring NFPA 70 NEC compliance and efficient operations.
- Planned and executed major repairs and installations to minimize downtime.
Wireman apprentice
IBEW Local 915
11.2016 - 08.2019
- Installed and maintained electrical conduit, devices, and wiring, ensuring safety and site cleanliness.
- Proficient in low and high voltage installations, troubleshooting, and system repairs.
- Interpreted and used blueprints and schematics for precise technical work.
- Experienced with a wide range of electrical tasks and industrial equipment.
Fabricator
GM Muscle
01.2016 - 11.2016
- Expertly executed fabrication of patch panels, fitting, and mounting new body panels, employing advanced MIG and TIG welding techniques to ensure precision and durability
- Spearheaded the restoration and modification of classic muscle cars, achieving superior quality that surpassed original conditions, tailored to customer specifications
- Maintained exemplary work bay organization and cleanliness, diligently reported material needs and project progress to supervisors, and efficiently managed projects from the planning phase through to completion.
Infantry Mortarman
United States Marine Corps
12.2011 - 12.2015
- Mentored and trained Marines in mortarman skills and job safety, demonstrating advanced leadership.
- Key role in executing over 400 fire missions, recognized for tactical expertise.
- Participated in international exercises with 22 allied nations, streamlining collaborative procedures.
- Served as Platoon Radio Operator, ensuring effective communication between leadership and platoon elements.
- Planned and executed combat operations in hostile environments, including over 25 dismounted and 27 mounted patrols.
- Awarded for leadership and strategic planning in over 40 security details and 70 fire missions during Operation Enduring Freedom.
- Maintained security of a 2-acre compound, ensuring zero loss of $10 million in U.S. government assets.
- Trained in physical site and personal security, including detainee handling and risk reporting.
- Led a team of 4 Marines during live fire exercises, ensuring accurate indirect fire support and successful operations.
- Recognized as the top mortar team in the regiment, achieving a perfect target record over 9 months.
Education
Associate of Applied Science - Computer And Information Systems Security
Thomas Edison State University
Trenton03.2021
Skills
- Patch management
- Project Management
- User Support
- Disaster Recovery Planning
- Troubleshooting
- IT Security Management
- Network Administration
- Incident Management
- System Upgrades
- Backup and recovery
- System Automation
- Scripting Languages
Websites
Certification
- Azure AZ-900 - Microsoft, I039-3032
- Apple Certified Support Professional (ACSP) - Apple
- CompTIA Cybersecurity Analyst (CySA+) - CompTIA, COMP001021548787, 04/2022 - 04/2025
- CompTIA Security+ - CompTIA, HPYHZVYH5CVQ145V, 03/2021 - 04/2025
- CompTIA Network+ - CompTIA, S3G1HNYNY3E4149P, 03/2021 - 04/2025
- CompTIA A+ - CompTIA, SBCR8YSF5HVQQM3R, 10/2020 - 04/2025
Timeline
Central Services Administrator
RCS Professional Services
11.2022 - 08.2024
Help Desk Manager
RCS Professional Services
01.2022 - 11.2022
Help Desk Engineer
RCS Professional Services
04.2021 - 01.2022
Depot Repair Technician
Barco
12.2019 - 04.2021
Master Electrician
Florida Department of Corrections
07.2018 - 12.2019
Wireman apprentice
IBEW Local 915
11.2016 - 08.2019
Fabricator
GM Muscle
01.2016 - 11.2016
Infantry Mortarman
United States Marine Corps
12.2011 - 12.2015
Associate of Applied Science - Computer And Information Systems Security
Thomas Edison State University
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