Erique Atkinson

• Management of IT infrastructure at multiple sites.
• Set up and replacement of various equipment from network equipment to users PCs.
• Update users and facilities.
• Break fix repair
• Reduced downtime by proactively identifying and addressing potential issues in the IT infrastructure.
• Collaborated with cross-functional teams to develop comprehensive IT strategies aligned with business goals.
• Implemented best practices in change management to minimize disruptions during critical system updates.
• Migrated legacy systems to modern platforms for increased efficiency and reduced maintenance costs.
• Provided Tier-3 support to resolve complex issues for clients and maintain high customer satisfaction levels.
• Tested new hardware and software before deployment
• Verified location of deployed hardware in correct organizational unit.
• Coordinated with vendors for equipment procurement, installation, maintenance contracts, ensuring optimal service levels at competitive pricing points.
• Established disaster recovery plans by designing redundant systems that ensured business continuity during unforeseen events.
• Evaluated emerging technologies to recommend strategic investments in infrastructure upgrades and enhancements.
• Facilitated installation processes to deliver project requirements on time.
• Supported development teams by providing guidance on hardware requirements optimized for software applications'' needs.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Managed use of various types of databases and configured, installed and upgraded new ones.
• Resolved issues related to operational components for LAN, WAN and voice systems.

• Communicated with supervisor to report progress, discuss issues and seek guidance.
• Kept detailed records of repairs.
• Prioritized and managed multiple tasks to meet deadlines and enhance customer satisfaction.
• Minimized potential hazards through adherence to safety guidelines during all field assignments.
• Collaborated with other field technicians to resolve complex technical issues.
• Identified potential problems and prevented equipment failure through performing regular equipment inspections.
• Prepared and submitted reports to document work performed and provide progress updates to management.
• Delivered high-quality work by diligently following standard operating procedures.
• Improved system performance by conducting regular maintenance and troubleshooting of equipment in the field.
• Calibrated new and existing equipment for optimal performance.
• Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
• Cultivated strong client relationships by consistently delivering top-quality service in a professional manner.

• Collaborated with cross-functional teams to plan, coordinate, and execute successful data migrations.
• Streamlined data migration processes by implementing efficient software tools and methodologies.
• Troubleshot and resolved complex technical issues encountered during migration projects, minimizing delays and maintaining client trust.
• Provided post-migration support to clients, addressing any concerns or issues that arose after project completion.
• Ensured secure handling of sensitive client information during the migration process by following industry-standard protocols and guidelines.
• Coordinated closely with database administrators to ensure smooth transitions between source and target systems during each migration phase.
• Researched and resolved complex issues discovered during migrations.

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Diagnosed and troubleshot hardware, software and network issues.

• Provided basic end-user troubleshooting and desktop support.
• Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Walked individuals through basic troubleshooting tasks.
• Supported end-users in various applications to optimize their productivity and performance.
• Documented support interactions for future reference.

• Worked effectively in fast-paced environments.
• Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
• Ensured compliance with company policies regarding data security during interactions with customers.
• Configured hardware, devices, and software to set up work stations for employees.
• Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.
• Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
• Collaborated with IT team members to develop comprehensive solutions for complex problems.
• Coordinated closely with other departments for cross-functional issue resolution when necessary.
• Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
• Contributed ideas for continuous improvement initiatives within the help desk department.
• Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
• Provided end-user system and equipment training.
• Worked with document imaging technologies and deployment software.
• Patched software and installed new versions to eliminate security problems and protect data.

Traveling Deployments at:

Ohio CAT Broadview Heights, OH

Timken Bearing North Canton, OH

Timken Steel Canton, OH

• Imaging
• Configuring settings
• Software installation and upgrade
• Refurbish computers
• Upgrading computer systems
• Data transferring
• Asset wiping
• Help Desk Level 1 & 2
• Remote assistance troubleshooting
• PC deployment
• User scheduling
• Router configuration
• Printer configuration