Erik Gardner
East Windsor,CT
Summary
Talented technical professional highly effective at liaising with customers to provide expert technical advice for all areas of operations and not afraid to get the work done. Industrious and forward-thinking professional with 22+ years in the IT industry.
Overview
22
22
years of professional experience
Work History
Technical Director
MicroLink Technologies, Inc.
07.2018 - Current
- Developed innovative solutions to complex technical problems, resulting in improved system performance.
- Supported creation of client and business partner relationships through careful collaboration and networking efforts.
- Assessed expected technical challenges and developed proactive solutions.
- Developed suggestions for technical process improvements to optimize resources.
- Improved systems with addition of new features and infrastructure.
- Participated in industry conferences, workshops, or seminars for professional development opportunities that enhanced expertise as a Technical Consultant.
- Created comprehensive documentation detailing technical specifications, system configurations, procedures, and user guides for reference purposes both internally and externally for clients.
Support Specialist
MicroLink Technologies, Inc.
01.2011 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Helped streamline repair processes and update procedures for support action consistency.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
Desktop Support Specialist
Innovative Computer Systems
11.2006 - 01.2011
- Increased user satisfaction with desktop systems by providing timely, effective support.
- Assisted in migration of legacy systems to newer technology platforms, minimizing disruptions during transition period.
- Enhanced system performance by implementing regular software updates and hardware maintenance.
- Reduced downtime by proactively troubleshooting and resolving IT issues.
- Purchased, setup and installed new computers.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and industry standard policies.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed, configured and maintained computer systems and network connections.
- Ensured seamless connectivity between devices by administering various networking components such as switches, routers, firewalls, and wireless access points.
- Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
Consultant
MicroLink Technologies, Inc.
12.2002 - 11.2006
- Answered and directed telephone calls to correct staff member.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Patched software and installed new versions to eliminate security problems and protect data.
Skills
- Expert in Microsoft Windows desktop & Server OS
- Expert in network design & implementation (wired & wireless)
- Expert in network cabling, termination & certification
- Expert in SonicWall OS configuration, implementation & troubleshooting
- Expert in Customer service related to technical troubleshooting and problem resolution (onsite & remote)
- Expert in Microsoft 365 Email implementation, conversions & troubleshooting
- Expert in UniFi hardware & OS configuration, implementation & troubleshooting
- Expert in Barracuda Total Email Protection, Backup (appliance & cloud) configuration, implementation & troubleshooting
- Proficient in surveillance system design, implementation & troubleshooting
- Proficient in implementation of restaurant POS systems (Toast & Micros)
- Proficient in audio system design & implementation
Timeline
Technical Director
MicroLink Technologies, Inc.
07.2018 - Current
Support Specialist
MicroLink Technologies, Inc.
01.2011 - Current
Desktop Support Specialist
Innovative Computer Systems
11.2006 - 01.2011
Consultant
MicroLink Technologies, Inc.
12.2002 - 11.2006
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