Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Eric Purnell

Seaford,DE

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

4
4
years of professional experience
1
1
Certification

Work History

ServiceNow Analyst II

Apexon @ 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.

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

Skills

  • Analytical Thinking
  • Documentation And Reporting
  • Team Collaboration
  • Strong Organization
  • Ticketing software expertise
  • Phone and Email Etiquette
  • ServiceNow Experience
  • Flexible and Adaptable
  • Dependable and Responsible
  • Friendly, Positive Attitude
  • Active Directory Management
  • Application support

Certification

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

Timeline

ServiceNow Analyst II

Apexon @ 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

Bachelor's Degree In Computer Science Candidate -

University Of Phoenix

Advanced Computer Systems Administration In Computer Technology -

Shriver Job Corps

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Eric Purnell