ERIC TEMBE
Eustace,TX
Summary
Help Desk / IT Support Specialist with 6+ years of experience providing Tier 1 and Tier 2 technical support in enterprise environments. Expertise in Windows systems, Microsoft 365, Active Directory, VPN connectivity, and ticketing systems. Proven ability to troubleshoot complex technical issues, improve response times, and deliver excellent customer support for large user environments Ability to leverage expertise in software development and AWS engineering to enable projects from ideation to completion.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Engineer
Fidelity Investments
Westlake
02.2020 - Current
- Provided comprehensive technical assistance, diagnosing and resolving complex software and hardware issues for clients using phone and remote desktop support.
- Resolved user inquiries and technical issues for software applications, contributing to a 92% customer satisfaction rating.
- Conducted in-depth investigations alongside development team to troubleshoot and resolve software bugs, contributing to significant improvements in software performance.
- -Worked closely with operations teams to understand complex product requirements and translated them into automated solutions.
- Developed and delivered engaging training sessions for new hires, equipping them with essential knowledge of product features and effective practices.
- Guided end users through the configuration, installation, and troubleshooting processes of proprietary software, ensuring seamless operation.
- -Production level support for onsite and offshore - On Call 24/7 environment, standalone and cluster environments
- -Interacts with clients, application team to design, implement and support solutions to meet client needs.
- -Created and maintained training materials, knowledge base articles and troubleshooting guides to improve internal support processes
- Provide Tier 1 and Tier 2 support for 500+ users across multiple locations.
- Troubleshoot Windows, Office 365, VPN, network, and printer issues.
- Manage Active Directory accounts, password resets, and group permissions.
- Support remote users using Remote Desktop, Bomgar
Desktop Support Specialist
UT Southwestern Medical Centre
Dallas
09.2019 - 12.2019
- Led initiatives to troubleshoot and resolve complex network issues, enhancing overall system performance. Oversaw support for Office 365 applications, ensuring seamless user experience. Managed troubleshooting efforts for Zoom and VPN services, improving communication efficiency. Directed implementation of Intune and multifactor authentication solutions, strengthening security protocols.
- Conducted hardware and software troubleshooting by researching issues using available information resources.
- Documented all help desk interactions using ServiceNow to maintain accurate records. Identified and escalated situations requiring urgent attention to ensure timely resolution.
- -Track and route incidents and requests to appropriate groups and document resolutions
Service Desk Analyst
Fujitsu
Dallas
04.2019 - 08.2019
- Reset user passwords and unlock user accounts via Active Directory (Group, security policies)
- Setup and disable user and email accounts
- Delivered phone, email, and remote technical support for internal employees.
- Diagnosed and resolved hardware, software, and network connectivity issues.
- Supported Microsoft Office, Outlook, Teams, and SharePoint environments.
- Configured and maintained user accounts in Active Directory.
- Assisted users with VPN access and remote connectivity issues.
- Installed operating systems and performed hardware upgrades and repairs.
Help Desk Analyst
Exchange hub
Atlanta
10.2018 - 04.2019
- Provides technical support and troubleshooting assistance to end users
- Active Directory (account creation, delete account, password reset, group policy)
- Provide accurate Incident resolution and Service Request management
- Maintain a high degree of customer service for all support queries
- Installed operating systems and performed system upgrades.
- Supported Active Directory user management.
- Assisted with IT asset inventory and equipment deployment.
Service Desk Analyst
Pepsico
Plano
04.2018 - 08.2018
- -Windows upgrade ,Network troubleshooting, Application software troubleshooting
- -Addresses and resolves basic incidents and requests; logs all incidents and requests.
- -Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. Analyzes and resolves incidents and requests regarding use of application software or hardware.
Technical Support Agent
Verizon
Dallas
11.2017 - 03.2018
- -Answers incoming calls, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
- -Asks effective questions and gathers information to determine source of problems and customer needs. Logs on/off customer care system and accesses account files.
- -Enters alpha and numeric data via computer keyboard into an automated system accurately.
- -Accurately captures all customer and issue related information in the proper database.
- -Leads customers through documented process of fixing their software, hardware, or network problems.
Education
Bachelor of Science Degree -
Skills
Operating Systems
Windows 11, Windows 10, Windows Server
Cloud & Productivity
Microsoft 365, Outlook, Teams, SharePoint, OneDrive
User Administration
Active Directory, Azure AD, Group Policy, Account Provisioning
Networking
TCP/IP, DNS, DHCP, VPN Connectivity, Network Troubleshooting
Tools & Platforms
ServiceNow, Jira, Zendesk, SCCM, Intune, Remote Desktop, TeamViewer
Hardware
Desktop Support, Laptop Deployment, Printer Support, Device Imaging
IT Support
Tier 1 Support, Tier 2 Support, Incident Management, IT Asset Management, Remote Support
Accomplishments
Resolved 50–70 technical support tickets per week while maintaining a 95% customer satisfaction rating
Created a knowledge base documentation system that reduced repeated help desk tickets by 20%
Certification
- AWS cloud practitioner
- CompTIA A+
Timeline
Tier 2 Technical Support Engineer
Fidelity Investments
02.2020 - Current
Desktop Support Specialist
UT Southwestern Medical Centre
09.2019 - 12.2019
Service Desk Analyst
Fujitsu
04.2019 - 08.2019
Help Desk Analyst
Exchange hub
10.2018 - 04.2019
Service Desk Analyst
Pepsico
04.2018 - 08.2018
Technical Support Agent
Verizon
11.2017 - 03.2018