Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Awards
Timeline
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Eric Purnell

Salisbury,MD

Summary

12 years experience in the Computer Industry. Increased software management efficiency at Kraft-Heinz Food Company by 30%. Windows, Apple, Android, Microsoft Office Suite, Adobe, Service Now, Active Directory and Azure Specialist. Quick to adapt and master new technical situations. Team Player.

Overview

6
6
years of professional experience
1
1
Certification

Work History

ServiceNow Analyst II

Deloitte
05.2023 - 04.2024
  • Enhanced user satisfaction by troubleshooting and resolving desktop-related issues swiftly and accurately.
  • Streamlined workflow processes by maintaining up-to-date documentation of IT procedures, solutions, and inventory.
  • Reduced downtime by providing timely technical support to end-users via phone, email, and remote access tools.
  • Provided follow-through on all calls with confirmations and dissemination of requested information.
  • Effectively managed multiple tasks under tight deadlines without compromising quality or customer satisfaction levels.
  • Utilized industry-specific software systems proficiently for streamlined ticket booking management across different platforms.

Senior Service Desk Technician

GCOM Software
05.2022 - 01.2023
  • Manage several State and Government Server Computer and Network equipment for several clients: Maryland Department of Health, Maryland Department of Transportation, SCWIC
  • Use ServiceNow to create and manage incident tickets
  • Notify the proper IT team to troubleshoot and resolve incidents that occur
  • Validate Computer Updates in Azure.

Tier 2 Technical Support Specialist

GCOM Software/State Highway Administration
09.2021 - 05.2022
  • Cisco Phones
  • Set up AirWatch on mobile devices
  • Network Switch troubleshooting
  • Forward Port Security requests
  • Assist with Decommissioning Devices.

Tier 2 Technical Support Specialist

TEKsystems/CareFirst BlueCross BlueShield
02.2020 - 06.2021
  • Tickets in ServiceNow
  • Provide Active Directory Admin services
  • Remote troubleshoot in VMware environment
  • Minor Azure, Citrix and PowerShell troubleshooting.

IT Specialist

Source 1 Solutions/DXC Technology, KraftHeinz Company
05.2019 - 02.2020
  • Handled customer complaints and escalated issues according to procedures
  • Supported full range of network hardware and operating systems in customer base
  • Created and maintained technical documentation
  • Supported customers and colleagues with catered technical advice
  • Troubleshot issues on device-specific problems, network performance and internet connectivity.

IT Field Support Technician

Smartech & Associates Inc
08.2018 - 05.2019
  • Installed and configured new equipment, included operating software, and peripheral equipment
  • Tested new systems to ensure that were in working order
  • Traveled to customers' stores or offices to service machines or to provide emergency repair service
  • Reinstalled software programs and adjusted settings on existing software fixed machine malfunctions.

Education

Bachelor's Degree In Computer Science Candidate -

University Of Phoenix
Phoenix, AZ

Advanced Computer Systems Administration In Computer Technology -

Shriver Job Corps
Devens, MA
04.2014

Computer Studies In Computer Technology -

Harpers Ferry Job Corps
Harpers Ferry, WV
12.2012

Skills

  • Active Directory
  • SCCM
  • PowerShell
  • Azure
  • Endpoint Configuration Manager
  • Apple OSX/iOS
  • Android
  • Virtualization
  • Group Policy
  • Ticket Systems
  • VPN
  • Video Conferencing
  • Remote System Analysis

Certification

  • Dell Certified
  • HP Certified
  • Lenovo Certified
  • CompTIA A+
  • CompTIA Green IT

Personal Information

Title: IT Technical Support Specialist

Awards

  • High School Diploma with Honors
  • Best Student – Advanced Computer Systems Administration

Timeline

ServiceNow Analyst II

Deloitte
05.2023 - 04.2024

Senior Service Desk Technician

GCOM Software
05.2022 - 01.2023

Tier 2 Technical Support Specialist

GCOM Software/State Highway Administration
09.2021 - 05.2022

Tier 2 Technical Support Specialist

TEKsystems/CareFirst BlueCross BlueShield
02.2020 - 06.2021

IT Specialist

Source 1 Solutions/DXC Technology, KraftHeinz Company
05.2019 - 02.2020

IT Field Support Technician

Smartech & Associates Inc
08.2018 - 05.2019

Bachelor's Degree In Computer Science Candidate -

University Of Phoenix

Advanced Computer Systems Administration In Computer Technology -

Shriver Job Corps

Computer Studies In Computer Technology -

Harpers Ferry Job Corps

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Eric Purnell