ERIC RICHMOND
Elkhart,IN
Summary
Certified Network Administrator and CompTIA A+ Certified IT Technician with a proven track record in maintaining large networks of personal computers, peripheral devices, and printers, including software as well as accounts and permissions. Ability to troubleshoot and repair hardware, software, and network problems, along with an ability to effectively lead cross-functional teams toward improved products and operations has led to ongoing career progression. Seeking to utilize cross-functional communication skills and project management expertise to take next career step with a respected organization that rewards hard work and proven track record of success.
Rational Client Tech Analyst with 13+ years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
22
22
years of professional experience
3
3
Certification
Work History
Client Tech Analyst II
Trinity Health Systems, St. Joseph Medical Center
2017.01 - Current
- Knowledge, and understanding, to incorporate, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
- Participate in leading a team of client technologies analyst(s) and technician(s) by assigning work from a ticket que, setting priorities, reviewing work queues and coordinating efforts among IS teams. Perform QA for difficult IT Support Issues within our ticket que.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Leads projects in areas of responsibilities effectively.
- Provides analytical and technical expertise in the planning, design and installation of new and existing desktop systems.
- Validated results and performed quality assurance to assess accuracy of data.
- Provides expert level support of all desktop hardware and software applications. Acts as an expert information source while troubleshooting technical issues assigned to our team.
- Evaluates, selects, and utilizes new, advanced support tools, applications, and research to provide solutions to complex hardware and software issues.
- Provides proactive and advanced troubleshooting and analysis.
- Leads technical participation in and support of customer projects, evaluation and deployment of new technologies, and implementation/configuration of applications, and may lead desktop based systems designs and projects.
- Understands and accounts for interactions between technologies and applications across service lines, and develops integration, migration, and/or contingency plans.
- Assists in maintenance of technical documentation, and identification of process improvement opportunities.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Provides consultation to IS users for all aspects of end-user computing and desktop-based LAN systems software.
- Responsible for documenting solutions to problems, trouble-shooting techniques and developing end-user guidelines. Recommends changes based upon history and experience.
- Coaches and mentors others in their work efforts.
- Participates in on-call support rotation as specified by management.
- Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
- Performs other duties as assigned.
IT Support Technician & Systems Administrator
Adventist Health Corp.
2011.11 - 2016.12
- Operate and monitor network, computer systems and related equipment including personal computers, printers and other peripheral devices in a large networked, data communications and telecommunications environment
- Perform System and Network Administration, including application support
- Document, report, and schedule all responses to user requests
- Image workstations for use in hospital environment
- Install operating systems, as well as personal productivity, database, network, and internet applications on both Macintosh and Intel compatible workstations
- Create logon accounts and permissions
- Repair operating systems and remove viruses and malware
- Perform complex and technical repair and maintenance on district wide computers
- Back up and re-image computer systems
- Maintain and install network printer services.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
IT Desktop Support Technician
Lawrence Berkeley National Laboratory
2011.01 - 2011.11
- Supported System Administration of institutional identity management services including LDAP Directory and Active Directory services, as well as a single sign-on service
- Created logon accounts and permissions
- Maintained all services at 99.9% availability
- Provided service and support for all Windows and Macintosh-based systems
- Repaired operating systems, providing virus and malware removal
- Backed up and reimaged computer systems
- Installed and maintained network printer services
- Implemented Bit Locker Encryption on mobile computers with sensitive personally identifiable information, in collaboration with team
- Developed a tool and procedure to identify unknown device drivers for Windows Machines.
IT Desktop Support Technician and LaPTechs Computer Repair
Las Positas College
2011.01 - 2011.06
- Provided troubleshooting and repair for customer hardware and software related issues
- Researched and recommended performance upgrades for customer computer systems
- Followed standard of protocols and checklists to effectively clear computers of any harmful infections
- Performed interior/exterior maintenance including cleaning, Operating System installation, execution of Antivirus and Malware removal software, data back-up and recovery, and quality assurance
- Delivered Customer Service to include intake of machines and preventative maintenance for future issues
- Earned Certificate of Achievement for working “Above and Beyond” standard performance.
Park Ranger
U.S National Park Service
2002.01 - 2009.01
Education
Certified Ethical Hacker V.12 12th Edition - Cyber Security, Ethical Hacking & Countermeasures
EC-Council
Cloud Based Classroom07.2023
Associate of Applied Science - Computer Networking Technician
San Joaquin Delta College
Stockton, CA12.2016
San Joaquin Delta College
Stockton, CA06.2011
LaPTechS Workforce Development Class and Computer Networking -
Las Positas College
Livermore, CABachelor of Science - Earth Science & Parks and Recreation Management
Central Michigan University
Mount Pleasant, MIAssociate of Science - Science
Mott Community College
Flint, MISkills
- Cyber Security, Ethical Hacking and Countermeasures
- Active Directory
- Microsoft Server
- Cisco CCNA bootcamp
- CompTIA A+ IT Certification
- Network PXE Boot Enviroment for Computer Imaging
- Service Now Ticketing system
- Imprivata One Sign Administrator
- Microsoft Remote Server Admin Tools (RSAT)
- Zenworks Cloud Management for users and devices
- EPIC Electronic Medical Record Administrator
- Lexmark, Xerox, HP, Kyocera, and Zebra Printer Administrator and Troubleshooter
- Cisco Network Devices
- HP EliteDesk Workstations and Probook Laptops
- Apple iPad management
- 13+ years of IT Support and Administrator Experience
- Analytical Thinking
- Project Management
- Training and Mentoring new TIS staff Members
- Microsoft Office Suite M365, 2016, 2010
- Excellent communication and interpersonal skills.
- Excellent oral and writing skills for client communication and system documentation.
- Ability to troubleshoot software and hardware malfunctions.
- Ability to remain calm, helpful and productive in all situations. Ability to remain cool, calm and collected under pressure. Viewed as the voice of reason during difficult situations.
- Ability to resolve multiple customer issues simultaneously.
- Adept at multi-tasking.
- Personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
- Information Gathering
- Zscaler Proxy Firewall
- Trellix Security Suite
- Powershell
- Apple IOS and Android Mobile Device Manangement
- Microsoft Azure MFA
- Advanced skills with Microsoft Windows 7, 10, 11 Enterprise operating systems / applications installation and support.
- Microsoft Windows Registry
- Kuiper database System
- Quickbase Database System
- Team Collaboration and Leadership
- Documentation And Reporting
Certification
- EC-Council Ethical Hacking and Countermeasures 6/2023
- CompTIA A+ Certified IT Technician, COMP001020055350, 02/25/2010
- Cisco Certified Network Associate, 6/2011, San Joaquin Delta College
Affiliations
- Trinity Health Systems
- EC-Council
- CompTIA
Digital Photography
Former National Park Service Park Ranger with a passion for nature, outdoors, and wildlife photography.
Accomplishments
- Resolved product issue through consumer testing.
- Documented and resolved customer computer issues which led to higher Health Care productivity.
- Collaborated with team of 200 + IT Professionals in the development of Trinity Health Systems EPIC EMR transition.
- Recipient of individual and departmental awards for providing stellar client service.
Timeline
Client Tech Analyst II
Trinity Health Systems, St. Joseph Medical Center
2017.01 - Current
IT Support Technician & Systems Administrator
Adventist Health Corp.
2011.11 - 2016.12
IT Desktop Support Technician
Lawrence Berkeley National Laboratory
2011.01 - 2011.11
IT Desktop Support Technician and LaPTechs Computer Repair
Las Positas College
2011.01 - 2011.06
Park Ranger
U.S National Park Service
2002.01 - 2009.01
Certified Ethical Hacker V.12 12th Edition - Cyber Security, Ethical Hacking & Countermeasures
EC-Council
Associate of Applied Science - Computer Networking Technician
San Joaquin Delta College
San Joaquin Delta College
LaPTechS Workforce Development Class and Computer Networking -
Las Positas College
Bachelor of Science - Earth Science & Parks and Recreation Management
Central Michigan University
Associate of Science - Science
Mott Community College
- EC-Council Ethical Hacking and Countermeasures 6/2023
- CompTIA A+ Certified IT Technician, COMP001020055350, 02/25/2010
- Cisco Certified Network Associate, 6/2011, San Joaquin Delta College
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