ERIC WASHINGTON
St Louis,MO
Summary
Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality.
Overview
11
11
years of professional experience
Work History
Merchandiser
The Home Depot Inc
12.2020 - Current
- Executed store resets according to planograms, ensuring accurate placement and arrangement of merchandise
- Maintained inventory levels by restocking shelves and displays with returned merchandise
- Collaborated with store management to identify slow-moving or discontinued items for markdowns or removal from sales floor
- Utilized handheld devices or paper documentation to accurately record inventory counts during reset process
Technical Support Representative
Charter Communications
04.2018 - 12.2020
- Delivered real-time remote technical support to nationwide field technicians, quickly diagnosing and resolving issues to minimize installation and repair delays.
- Resolved 30+ technical support cases dailyacross video, voice, and data systems, guiding technicians through troubleshooting steps to restore service and complete jobs efficiently
- Documented troubleshooting actions, resolutions, and follow-ups for each case, creating accurate service records that improved issue tracking, accountability, and technician performance reporting.
IT Field Service Technician
Charter Communications, Time Warner Cable
01.2016 - 04.2018
- Completed 5–10 service calls daily, installing, terminating, testing, and troubleshooting structured cabling for video, voice, and data services.
- Diagnosed and resolved technical issues for residential and business customers, enhancing service reliability.
- Installed and configured broadband and cable services, ensuring optimal performance and customer satisfaction.
- Conducted preventative maintenance on equipment to minimize downtime and extend system lifespan.
Education
Bachelor of Science - Criminology
University of Missouri St Louis
St Louis, MOSkills
- Ticketing Systems: Jira Service Management, Service Now
- Networking: TCP/IP, DNS, DHCP, VPN, IP Configuration, Routers, Switches, Firewalls
- Operating Systems: Windows 10/11, Windows Server
- Identity & Access: Active Directory, Group Policy, User & Group Management
- Microsoft 365: Microsoft 365, Outlook, Teams, Exchange Online
- Support & Troubleshooting: Remote Desktop (RDP), Command Prompt, Event Viewer, Device Manager
- Hardware & Deployment: PC Deployment, Hardware & Software Troubleshooting, Printers & Peripherals
- File & Access Management: NTFS Permissions, Shared Folders, Network Drives
Timeline
Merchandiser
The Home Depot Inc
12.2020 - Current
Technical Support Representative
Charter Communications
04.2018 - 12.2020
IT Field Service Technician
Charter Communications, Time Warner Cable
01.2016 - 04.2018
Bachelor of Science - Criminology
University of Missouri St Louis