Eric Cheng
Help Desk Admin II
Aurora,CO
Summary
Friendly Help Desk Technician with 5 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Tech Analyst
Care Synergy
07.2024 - Current
- Resolved complex technical issues through rigorous troubleshooting and root-cause analysis, minimizing downtime and disruptions to business operations.
- Streamlined processes by automating repetitive tasks, saving time and resources.
- Developed call-to-action plans to improve IT service effectiveness.
- Provided technical and functional recommendations based on project requirements.
Help Desk Admin II
Ingenovis Health
07.2022 - 03.2024
- Provide first and second level technical support to users concerning system operations and network connectivity.
- Perform installation, configuration, maintenance, and troubleshooting of network connected end-user hardware, software, and peripheral devices.
- Schedule and monitor backup of network data, periodically restore files, applications, and systems or other network hardware for multiple facilities.
- Install, configure, and maintain network and other equipment such as hubs, switches, and UPS.
- Conduct research on products, services, protocols, and standards in support of LAN\WAN network and system development efforts.
- Configure, test and deploy intune administration profiles
- Configure, test and deploy JAMF application, and policies
Help Desk Technician I
machineLOGIC
03.2020 - 07.2022
- Serve as the first point of contact for customers seeking technical assistance via phone, e-mail, or in person
- Diagnose, research and resolve tier 1 technical hardware and software issues either remotely or in person
- Effectively advise and assist customers on appropriate action
- Assist users with set up of equipment and provide troubleshooting assistance if needed
- Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, switches
- Develop and maintain technical knowledge for assigned client environments
- Active Directory management and troubleshooting
- Microsoft 365/ Azure AD/ Exchange Online management and troubleshooting
- Workstation management and troubleshooting
- Documents user problems, troubleshooting steps, resolutions and escalation paths using Service Desk tools and resources
- Adhere to and support the IT SLAs and processes
- Create Manage and edit profiles in Active Directory
- Documented support interactions for future reference
- Configured hardware, devices and software to set up work stations for employees
- Configured, debug, VoIP and other communication systems
Customer Account Executive
Dish Network
06.2019 - 12.2019
- Utilize training in order to serve customers
- Quickly access multiple databases while talking to customers in order to fix issues
- Production Enhancement 1
Monitor
Halliburton
07.2018 - 01.2019
- Control panels during pumping operations in order to ensure that materials are being pumped at the correct pressure, density, rate, and concentration
- Operate engines and pumps in order to shut off wells according to production schedules, and to switch flow of oil into storage tanks Attach pumps and hoses to wellheads
- Mix acids, chemicals, or dry cement as required for a specific job
- Control pumping and blending equipment to acidize, cement, or fracture gas or oil wells and permeable rock formations
Stager
American Furniture Warehouse
10.2015 - 07.2018
- Move controls to drive gasoline or electric-powered trucks, cars, or tractors and transport materials between loading, processing, and storage areas
- Manually or mechanically load or unload materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Strip, Construct, and Stage various pieces of furniture
Education
High school diploma -
Hinkley High School
Aurora, CO 08.2010 - 05.2014
Skills
LAN (5 years)
Help Desk (5 years)
Active Directory (5 years)
Microsoft Windows (5 years)
MDM Administrator (Intune & Jamf 2 years)
Software Troubleshooting (5 years)
Network Support (5years)
PowerShell (5years)
Hardware Troubleshooting (5 years)
MS 900
- Support Ticket System Management
- Remote System Analysis
- Technical Support Triage
- Technical Documentation
- Application support
Timeline
Tech Analyst
Care Synergy
07.2024 - Current
Help Desk Admin II
Ingenovis Health
07.2022 - 03.2024
Help Desk Technician I
machineLOGIC
03.2020 - 07.2022
Customer Account Executive
Dish Network
06.2019 - 12.2019
Monitor
Halliburton
07.2018 - 01.2019
Stager
American Furniture Warehouse
10.2015 - 07.2018
High school diploma -
Hinkley High School
08.2010 - 05.2014
Similar Profiles
Jada JohnsonJada Johnson
Professional Caregiver at Synergy Home Care, Home Health CareProfessional Caregiver at Synergy Home Care, Home Health Care
Ra'ven TysonRa'ven Tyson
Home Health Care Assistant at Synergy Home Care, Home Health CareHome Health Care Assistant at Synergy Home Care, Home Health Care
ShaunaKay WatsonShaunaKay Watson
Certified Nursing Assistant at Synergy Home Care, Home Health CareCertified Nursing Assistant at Synergy Home Care, Home Health Care