ERYK COLES
Fontana,California
Summary
With 9+ years of experience in technical support in corporate and small business settings, I have a proven track record of effectively troubleshooting and resolving complex IT issues. My expertise includes Technical Support, Troubleshooting, Network Maintenance, Hardware/Software Installation, System Administration, and Customer Service. Renowned for my organizational skills and dependability, I excel at managing multiple priorities with a positive attitude. I am proactive in taking on additional responsibilities to contribute to team goals.
Overview
39
39
years of professional experience
Work History
Information Technology Specialist
Southern California Drug Task Force/Los Angeles Field Division (DEA)
Los Angeles
09.2019 - Current
- Installs and maintains hardware and software configurations on computers, servers, peripherals and networks both LAN and WAN
- Protects organizational data from intrusion and corruption by effectively utilizing the most current information security practices and procedures
- Troubleshoots hardware, software, and architecture of networked server systems, primarily Milestone and Airship Video Management Systems for pole camera as well as building surveillance system
- Adheres to all comprehensive daily system checklist
- Maintains a baseline configuration of the Video Management systems which will be maintained from the configuration items that describe the VMS servers
- A comprehensive list of all hardware, software required to support the operation of the information system, ensuring all software current as well as its supporting documentation, and a documented backup and restore plan
- Provides programming, installation, and support services for system expansions and upgrades; add, change, update, remove devices, and export events from Milestone/Airship applications and databases as needed
- Manages certificate based internet as well electronic informational messaging displays throughout the building
- Maintain and support all facilities Cisco Video Teleconferencing equipment
- Resolves system operational problems by troubleshooting and performing fault isolation
- Repair, replace or reprogram faulty equipment as required
- Work directly with Special agents, Task force officers and Telecommunication specialist to provide advanced Technical support
- Coordinate, construct, modify and upgrade or replace telecommunications systems to support criminal investigations
- Maintain audio/video surveillance devices
- Provide agents technical guidance, training with Telecommunication equipment
- Recommend and provide the appropriate device and or equipment based on operation
- Download digital evidence from recording equipment
- Monitor and analyze
- Provide Enforcement personnel with evidentiary data extracted from mobile devices via Cellebrite software.
- Provides excellent customer service to law enforcement, telecommunications specialist and vendors to ensure needs are being met.
Computer System Administrator/Tier 1 helpdesk
Entwined Technologies, Inc.
Los Angeles, California
11.2015 - 09.2019
- Develops and maintains installation and configuration procedures
- Contributes to and maintains system standards
- Researches and recommends innovative, and where possible automated approaches for system administration tasks
- Performs daily system monitoring, verifies the integrity and availability of all hardware, server resources, systems and key processes, reviews system and application logs, and verifies completion of scheduled jobs such as backups
- Performs daily backup operations, ensures all required file systems and system data are successfully backed up to the appropriate media
- Recycles media and sends off site as necessary
- Creates, changes, and deletes user accounts per request
- Provides Tier III/other support per request from end users
- Investigates and troubleshoots issues
- Repairs and recovers from hardware or software failures
- Install, troubleshoot and administer mobile devices via VMware Airwatch MDM
- Apply Windows, Windows server and mac OS patches and upgrades on a regular basis Upgrade administrative tools and utilities
- Adds and configures new services as necessary
- Upgrades and configures system software that supports infrastructure applications or Asset Management applications per project or operational needs
- Maintains operational, configuration, or other procedures
- Performs ongoing performance tuning, hardware upgrades, and resource optimization as required
- Configures CPU, memory, and disk partitions as required.
Computer Operator
Southern California Edison (SCE)
Rosemead, California
01.2000 - 11.2015
- Oversaw the operations of computer and print systems within Mail Operations
- Responsible for troubleshooting devices and assisting service vendors with system repairs and maintenance
- Advance ability to configure and operate a variety of different systems and applications
- Operate systems across multiple sites
- Maintained records and log events for all systems
- Assisted system administrators and programmers with testing and debugging of new systems and applications prior to release in production environments
- Other task included managing the backup systems, cycling the storage media, and maintaining inventory
- Knowledgeable of disaster recovery and business continuity procedures
- Production leader throughout the duration of the departmental awards Program
- Counted on to train new members to the department and lead co-workers when implementations occurred.
Meter Reader
Southern California Edison (SCE)
Covina, California
10.1999 - 07.2000
- Read meters and energy consumption recording devices, including demand meters and conservation/load management devices, in the field: located meter as indicated by address and by instruction/location code displayed on Data Cap, entered reading through Data Cap and keyboard
- Arranged reading sequence through Data Cap and updated codes/instructions as required
- Reset and resealed demand indicators
- Observed and entered into Data Cap irregular wiring, damaged or tampered meter facilities and other unusual conditions
- If reading could not be obtained, left a postcard on which customer could indicate reading, then entered on Data Cap
- Maintained better than 98 % reading accuracy.
Billing Support Customer Service
Southern California Edison (SCE)
Rancho Cucamonga, California
12.1998 - 10.1999
- Operated computers programmed with accounting software to record, store, and analyze information
- Checked figures, postings, and documents for correct entry, mathematical accuracy, and proper codes
- Operated 10-key calculators, typewriters, and copy machines to perform calculations and produce documents
- Complied with federal, state, and company policies, procedures, and regulations
- Coded documents according to company procedures
- Accessed computerized financial information to answer general questions as well as those related to specific accounts
- Performed general office duties such as filing, answering telephones, and handling routine correspondence.
Air Traffic Control Specialist
United States Air Force
March Air Force Base - Riverside, California
01.1986 - 05.1988
- Controlled air traffic on and within vicinity of airport and movement of air traffic between altitude sectors and control centers according to established procedures and policies
- Authorized, regulated, and controlled aircraft according to Federal Aviation Administration regulations to expedite and ensure flight safety
- Inspected, adjusted, and controlled radio equipment and airport lights
- Reviewed records and reports for clarity and completeness, and maintained records and reports as required under federal law
- Alerted airport emergency services in cases of emergency and when aircraft are experiencing difficulties
- Analyzed factors such as weather
- Checked conditions and traffic at different altitudes in response to pilots' requests for altitude changes
- Completed ATC OJT Certification in 6 months of the allotted 18 months
- Collaborated with Air Traffic Control facility trainer to restructure training program.
Education
(CIS-1) Intro to Computer Information Systems, Computer and Information Sciences -
Riverside City College
Riverside, CAComputer Systems Engineering -
Computer Training Academy
Riverside, CA01.2015
Skills
- IT Troubleshooting
- Information Security
- Problem-solving skills
- End-user support
- IT risk management
- Network Administration
- Device configuration
- Software Updates
- Excellent interpersonal skills
- ITIL Knowledge
- Hardware installations
- IT Asset Management
- Presentations
- IT Vendor Management
- Security Protocols
- LAN protocols
- Hardware upgrades
- Technical Support
- Software Installation
- Customer Service
- Issue Troubleshooting
- Application support
- Network diagnostics
- System Administration
- Technical Troubleshooting
- Desktop support
- User Support
- Hardware diagnostics
- LAN/WAN
- Remote Support
- Windows 10
- Microsoft Outlook
- Staff education and training
- TCP/IP
- Ticket management
- Application installations
- Microsoft Office Specialist (MOS) Expert
- Account Management
- Customer service expert
- User credential management
- Appointment Scheduling
- Technical documents comprehension
- Ticket support system management
- Mac systems
- Videoconferencing
- Data Backup
- Attention to Detail
- Hardware Installation
Clearance
Active Secret Clearance
Timeline
Information Technology Specialist
Southern California Drug Task Force/Los Angeles Field Division (DEA)
09.2019 - Current
Computer System Administrator/Tier 1 helpdesk
Entwined Technologies, Inc.
11.2015 - 09.2019
Computer Operator
Southern California Edison (SCE)
01.2000 - 11.2015
Meter Reader
Southern California Edison (SCE)
10.1999 - 07.2000
Billing Support Customer Service
Southern California Edison (SCE)
12.1998 - 10.1999
Air Traffic Control Specialist
United States Air Force
01.1986 - 05.1988
(CIS-1) Intro to Computer Information Systems, Computer and Information Sciences -
Riverside City College
Computer Systems Engineering -
Computer Training Academy