Eric a. Potts     

Desk Side Support | Network Engineer

Highly capable technical leader with demonstrated success implementing strategic IT initiatives improving business functionality. Expert knowledge of CCNA theory, Help Desk, Desktop and Network Support amounting to more than 15 years’ experience. Skilled in leading teams and working independently as a regional network support professional, positively impacting productivity for businesses. Effective communication skills across teams, management staff and with end-users.

Technical Expertise:

Hardware:                           Kronos time clocks, kiosk systems, barcode systems, Xerox WorkCentre printers, HP and Lexmark network/local printers, Dell desktops/laptops, HP desktops/laptops

Software:                             MS Outlook 2007/2012, MS System Center 2012 R2 Configuration Manager, Active Directory, DSM Software, Windows Remote Assistance, Lotus Notes, Norton Ghost, Symantec System Recovery

Networks/Protocols:      Ethernet, Token Ring, IGRP WAN (HDLC, PPP), Spanning Tree (STP), EIGRP, OSPF

Operating Systems:         Win XP, 7, 8

Additional:                         Cisco Routers, RIP Versions 1 & 2, Checkpoint Firewalls-1, Cisco and Nortel Switches, Cisco IOS 12.1, TCP/IP & Subnetting, Access List/Router Security, VLAN, Frame Relay, Wi-Fi Wireless Routers

Professional Experience

Printer Technician, Ford Motor Company                                                                                                                          Nov. 2015 – Dec 2016

Installed and configured, trouble shot, various HP printers for all the metro-Detroit Ford Motor Companies

Deskside Support Technician | Team Lead (Contractor), Blue Cross Blue Shield, Detroit, MI                 Nov. 2014-Oct. 2015

Support business objectives by ensuring the efficiency of desktop services for employees. Provide support for Windows 7 and 8 as well as HP laptop migration. Troubleshoot Outlook 2007/2012 issues, improperly migrated programs, data and files using remote access and desk side support. Work with HP ticketing system and MS System Center 2012 R2 Configuration Manager. Perform laptop imaging with Windows 7 and 8. Utilize Active Directory for troubleshooting of user profiles.

Kronos Time Clock Technician, DMC, Detroit, MI                                                                                   Apr. 2005 - Present

Provide break/fix support at various DMC locations throughout Metro Detroit, including installation, configuration, and troubleshooting of Kronos time clocks. Perform system maintenance and support by implementing system enhancements, system clean-up, and testing to ensure efficient use for employees.

PC/Network Technician, Freelance Services, Detroit, MI                                                                      Feb. 1999 – Present

Demonstrate strong technical and professional acumen to build and troubleshoot computer networks for businesses, including law offices, medical offices, and residential customers. Instrumental in helping customers achieve business goals by setting up, repairing, and troubleshooting hardware and software products that are essential for business operations, including PC, laptop, printer and fax, peer-to-peer/server network, and internet. Also provide Cat 5-6 cabling, gaming system installation, and migration of LPs and cassettes to MP3 format.

Desk Side Support | Break/Fix Technician (Contractor), Best Buy Stores, Metro Detroit, MI  May 2014 – Oct. 2014

Respond to technical service requests utilizing knowledge of hardware and software to support a variety of desktop and service requests. Diagnose and resolve product performance issues and ensure proper working condition of hardware by advising on preventative maintenance and best practices for optimal performance. Support provided for products such as networked printers, kiosk systems, workstations, price scanners, cash registers, receipt printers, and signature pads at various store locations.

Windows 7 Consultant (Contractor), General Dynamics, Sterling Heights, MI                                                Jan. 2014 – May 2014

Advanced technical assistance provided for the migration of Windows XP systems to Windows 7, ensuring quality, security and compliance requirements were maintained. Managed daily deployment list and performed migrations remotely and manually, while managing the upkeep and preserving of data and settings to new and existing computer systems. Related tasks included imaging PCs and laptops with Windows 7, moving applications to PCs using DSM Software, mapping network printers, installing drivers, adding systems to domain, locating files, troubleshooting issues, and degaussing hard drives.

Xerox Printer Tech (Contractor), Daimler Chrysler, Auburn Hills, MI                                                              Oct. 2013 – Jan. 2014

Utilized superior project management and technical leadership skills for a configuration and network printer refresh project. Worked with Xerox WorkCentre printers (5865, 5875, 7830, and 7835) and ColorQube 8700. Efficient in daily deployment management, including the tracking of new and old inventory with the use of asset tags, manually recording and use of automated asset tag scanners.

PC Support Specialist (Contractor), Wayne County, Detroit, MI                                                         Jun. 2009 – Oct. 2013

Effectively provided technical assistance to computer system users, including functional and technical support, troubleshooting and diagnosing of hardware and software issues, including printing, installation, word processing, electronic mail, operating systems, and device connectivity. Performed tasks such as CAT 5e wiring (patch cable), remote support for PC applications, and PC reimaging. Provided support to more than 400 end-users with computer and printer support. Other accomplishments include the migration of XP Users to Windows 7, installation and updating of proprietary software, and conducted computer and printer inventory management. Familiar with Windows Remote Assistance, WebEx, Norton Ghost, and Symantec System Recovery.

PC Support Specialist (Contractor), General Dynamics, Sterling Heights, MI                                  Feb. 2005 – Mar. 2009

Supported 400-500 end-users in three locations with a variety of technical and operational needs, including break/fix and network connection, remote support for PC applications, printers and scanners. Successfully installed, updated, and provided troubleshooting of proprietary GD software, as well as diagnosed hardware and software issues for desktop, laptop, WAN, and LAN systems.

Network Tech/PC Specialist (Contractor), Chase Bank, Metro Detroit, MI                                      Apr. 2003 – Nov. 2004

Supported networking, PC, and software for various branch locations throughout Metro Detroit. Project included the installation and replacement of UPS for Windows servers, network cabling with CAT 5e cabling, printer installation, configuration, troubleshooting, and PC set-up and training for company software and peripherals. Instrumental in troubleshooting software and Windows XP issues. Built and installed server racks and attached servers to racks.

PC Support Specialist (Contractor), AAA, Detroit, MI                                                                            Dec. 2001 – Jan. 2003

Performed PC migration with installation of Windows XP OS, Windows profiles, AAA software and printer support. Provided back-up support of partition and email information, and ensured successful user PC navigation. Also replaced outdated printers with newer HP printers, including set-up, installation, and configuration.

IT Intern, National Tech Team, Southfield, MI                                                                                           Mar. 2001 – Sep. 2001

Completed an internship with the Network Admin Team performing PC support for 150 users with connection, software, and PC hardware issues, network printer troubleshooting, and patch cabling. Also performed server rack set-up and server installation.

Help Desk Technician, National Tech Team, Southfield, MI                                                                  Apr. 1999 – Dec. 2000

Key role in assisting Daimler Chrysler dealerships experiencing procedural or operating difficulty with the use of applications or other complex issues. Ensured effective solutions were provided to users and properly routed high priority issues when needed. Developed superior skills in basic and complex IT assistance including, desktop support and troubleshooting via phone and remote connections, server, PCs, and network troubleshooting, as well as proprietary software and electronic device issues. Also provided satellite and TCP/IP connection troubleshooting. Used a methodical and empathetic approach to problem-solving resulting in high level customer satisfaction. Achieved positive outcomes for complex customer situations while completing transactions within company time guidelines. Used fluent Spanish speaking, writing, and reading ability to service Latin-speaking countries.