Erik Hooser
Sibley
Summary
Dependable and levelheaded professional with over sixteen years of experience in various roles, including Internet technician, software support, and helpdesk. Proven ability to follow instructions while effectively guiding team members. Strong skills in both collaborative and independent work environments, ready to contribute to a software support team.
Overview
29
29
years of professional experience
Work History
Technical Support Lead/Technical Support Supervisor/Help Desk
Imagine Learning
Rock Rapids
06.2009 - Current
- Conducted employee evaluations and facilitated new hire interviews to strengthen team performance.
- Trained new support representatives in troubleshooting techniques and company protocols to enhance service quality.
- Provided technical support for IT issues, ensuring timely resolution of hardware and software problems.
- Handled call escalations and employee corrective actions to maintain operational efficiency.
- Researched software and environment-related issues, delivering data to engineering teams for problem resolution.
- Managed ticket handling processes to prioritize user requests effectively.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Provided technical support for educational software applications and systems used by clients and schools.
Computer Technician/Help Desk Support
Ideas (Integrated Design, Equipment, and Solutions)
Worthington
08.2005 - 05.2009
- Delivered technical support for incoming queries regarding computer systems, software, and hardware.
- Responded to inquiries in person and via phone for internal and external customers.
- Installed, modified, and repaired computer hardware and software components.
- Resolved technical issues associated with Local Area Networks (LAN) and Wide Area Networks (WAN).
- Configured computer peripherals for user accessibility.
- Trained end users on effective utilization of installed software and peripherals.
Internet Technician/Advanced Support
DTG/McLeod USA
01.1997 - 12.2005
- Prioritized and managed support requests to enhance resource utilization.
- Configured hardware and software settings to optimize network performance.
- Investigated root causes of incidents related to internet connectivity issues.
- Created user accounts with appropriate permission levels for secure access control.
- Troubleshot networking issues to provide effective technical support to end users.
- Responded rapidly to customer service requests regarding internet connection problems.
- Delivered technical assistance via phone for escalated customer inquiries and issues.
Network Technician/Technical support lead
Prairie Fire Internet Technologies
01.1997 - 12.2005
- Resolved complex customer issues promptly, ensuring high levels of satisfaction.
- Maintained composure during difficult situations, employing de-escalation techniques effectively.
- Provided technical support to customers through phone and in-person interactions.
- Installed and configured wireless routers, access points, and antennas to enhance network performance.
- Assisted with troubleshooting hardware, software, and network problems using diagnostic tools.
- Created and implemented new hire training initiatives for staff development.
- Maintained records of communication transactions, problems, and resolutions for accountability.
- Set up employee equipment by properly installing cables and software systems.
Train reporting/customer service
DM&E and IC&E Railroad
01.1997 - 12.2005
- Executed daily tasks with precision and efficiency.
- Identified customer needs promptly, facilitating swift location of box cars and trains.
- Collaborated within teams to enhance workplace productivity.
- Maintained and updated train yard data according to requests from yard personnel and engineers.
Education
Human Resource management course
Huron University
Introduction to Networking
Southeast Technical Institute
Essential Skills for the First-Time Manager or Supervisor
Fred Pryor Seminars
Windows NT Server/Workstation course
Training Partners
Qualifications Summary
I am a dependable and levelheaded employee with the ability to follow instructions while guiding others. I work very well in a team environment or independently as needed. Over the years I have worn many hats, Internet technician, Software support and Helpdesk. Currently I have been at my position for over fifteen years and am looking for a slight career change, perhaps back into a leadership role. I feel that I have many skills that would add to any technical team.
References
References available upon request.
Timeline
Technical Support Lead/Technical Support Supervisor/Help Desk
Imagine Learning
06.2009 - Current
Computer Technician/Help Desk Support
Ideas (Integrated Design, Equipment, and Solutions)
08.2005 - 05.2009
Internet Technician/Advanced Support
DTG/McLeod USA
01.1997 - 12.2005
Network Technician/Technical support lead
Prairie Fire Internet Technologies
01.1997 - 12.2005
Train reporting/customer service
DM&E and IC&E Railroad
01.1997 - 12.2005
Human Resource management course
Huron University
Introduction to Networking
Southeast Technical Institute
Essential Skills for the First-Time Manager or Supervisor
Fred Pryor Seminars
Windows NT Server/Workstation course
Training Partners
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