Hi, I’m
Erick Exatus
Help Desk Analyst
Vero Beach,FL
Summary
As a seasoned IT Support Specialist, I have worked with a variety of technologies, including Windows, macOS, Mobile devices, MS Office 365, Teams, , Active Directory, RSA admin console, Splunk, and more. In my most recent role at L3Harris Technologies, I handled the specification, installation, and testing of computer systems and peripherals within established standards, provides VIP support and guidelines. Additionally, I interacted with application software and operating systems to diagnose and resolve unique, non-recurring problems. My experience in application support, Windows OS maintenance, and independent analyses have honed my problem-solving skills and ability to communicate effectively with stakeholders.
Overview
9
years of professional experience
1
Certification
Work History
L3Harris Technologies
IT Support Specialist
07.2021 - 02.2023
Job overview
- I optimized level 2 support operations for a large employee base of nearly 50,000 individuals, ensuring efficient and effective achievement of Service Level Goals
- I maintained meticulous records of all customer interactions with the IT department using the ServiceNow System, ensuring accurate and detailed documentation
- In addition, I made significant contributions to project initiatives and configuration management, providing valuable insights and executing key actions to drive project success
- ServiceNow System to compile a comprehensive knowledge base comprising fixes, instructions, and other documentation.
Piper Aircraft
Technical Support Specialist lll
07.2018 - 07.2021
Job overview
- Handled specification, installation, and testing of computer systems and peripherals within established standards and guidelines
- Interacted with application software and operating systems to diagnose and resolve unique, non-recurring problems
- Consulted one-on-one to end-users and Piper Aircraft
- Responsible for independent analyses, communication, and problem-solving
- Application support: Windows, Linux, macOS X, FactoryTrack, Office, Microsoft Exchange, Active Directory,HRMS
- Payroll system.
Indian River Medical Center
Desktop Support Technician Tier ll
06.2015 - 07.2018
Job overview
- I provided second-tier desktop support for a 332-bed nonprofit community medical center
- My responsibilities included supporting the eClinicalWorks v10 and McKesson/Allscripts Paragon v12/ v13/v14 EMR systems
- I managed the Desktop II support ticket queue, prioritized and scheduled work orders, and also mentored Help Desk I analysts.
- Worked with various systems, software and peripherals, and various types of games.
- Deployed computer devices across multiple facilities, connecting hardware to central network switches, router for multi-site interconnectivity.
Staples
Helpdesk Support Specialist
01.2014 - 01.2016
Job overview
- I am responsible for providing technical assistance and supportto end-users
- I diagnose and resolve hardware, software, and network issues through variouscommunication channels
- I install and troubleshoot software applications, educate users on bestpractices, and collaborate with IT teams for complex issues
- I prioritize and manage multiple supporttickets, maintain records, and ensure timely responses
- Staying updated with technology trends andfollowing security protocols are crucial aspects of my role
- My goal is to provide efficient support, ensureuser satisfaction, and maintain system functionality
- Easy Tech support, Engagement: Engages customers on the sales floor
- Uses VIBE behaviors to create a buyingenvironment
- Builds relationships with Tech Sales Associates and Mobile Consultants (in mobile stores)to create synergy across all technology departments
- Selling: Champions Technology selling programs; Exhibits Staples Selling behaviors in all interactionsand communications with customers, associates and management
- Achieve all sales & Technologysatisfaction goals
- Respond and resolve customer requests and concerns
- Operations: Responsible for ensuring all operational policies and processes are followed (i.e., PC Intakethrough pickup process)
- Stays current on new technologies, products and services
- Perform computerrepair work or diagnostics as needed other duties as assigned
Education
Indian River State CollegeFt. Pierce, FL
Bachelor of Science from Management Information Systems, Cyber Security
2020
Florida Institute of TechnologyMelbourne, FL
MBA from CyberSecurity
Erick Exatus Port St Lucie, FL
Associate of Applied Science from Information Technology
2016
Skills
- IT level-2 support and troubleshooting(Break-fix)
- VIP support
- Installation and testing of computer systems and peripherals
- Application support for various systems includes Windows OS, macOS, Mobile devices ( Android, iOS), MS Office, Teams,
- MS 365, ActiveDirectory, ServiceNow, RSA admin console, and Splunk
- Network Troubleshooting
- Active Directory and RSAT management
- Mentoring and coaching
- Customer service and communication
- Knowledge of new technologies and products
- System Configuration
- Cherwell Service Management
- (CSM)
- Adobe Creative Suite
- Windows hello, PKI
- Technical Support
- install OS , software on unsupported systems _ (educational purpose)
Certification
CompTIA A+ ce Certification - Expires Oct 2019
CompTIA Network+ - CompTIA (Pending Completion)
CompTIA Security+ - CompTIA (Pending Completion)
Languages
Haitian Creole
Native or Bilingual
Timeline
IT Support Specialist
L3Harris Technologies
07.2021 - 02.2023
Technical Support Specialist lll
Piper Aircraft
07.2018 - 07.2021
Desktop Support Technician Tier ll
Indian River Medical Center
06.2015 - 07.2018
Helpdesk Support Specialist
Staples
01.2014 - 01.2016
Indian River State College
Bachelor of Science from Management Information Systems, Cyber Security
Florida Institute of Technology
MBA from CyberSecurity
Erick Exatus
Associate of Applied Science from Information Technology
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