Eric Hlado

Experience

• 

  McLeodUSA

  Jan 1999 - Jan 2000

  Network Operations Technician

  • Monitor Nortel Sonet System• Isolate circuit faults • Dispatch technicians as necessary• Perform daily tape backups of servers

• 

  TEKsystems

  Jan 1999 - Jan 1999

  PC Technician

  Provided computer technical support and Y2K upgrades for the following companies:• Nissan/Inecom Aurora, IL • ABN AMRO/Entex Chicago, IL • EJ&E Railroad Co./Entex Joliet, IL• RTS/Entex Hillside, IL

• 

  TMP Worldwide

  Jan 2000 - Jan 2000

  Desktop Support Team Lead

  • Lead project coordinator performing statewide PC rollout for Provena Health• Planned and coordinated rollout schedule to best fulfill business needs• Configured network settings for user’s PCs and Printers• Installed and upgraded software applications on Networked PCs

• 

  Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas

  Jan 2000 - Jan 2017

  Taught, mentored, and supervised three IT teams with 11 personnel supplying IT solutions and services to corporate back-office administrative functions, sales, and marketing operations, call center facilities and other IT service partners at three locations. Executed shared remote IT support for 40+ facilities and WFH employees in five states for Blue Cross Blue Shield. Directed development and operations of all computer hardware and software technology. Created and executed roadmaps to enhance IT operations while providing efficient methods to meet SLA requirements. Key Achievements:▪ Spearheaded IT support aspect of a simultaneous business merger of three insurance companies by guiding 2,000+ end-users through meetings, creation of knowledgebase documentation, creation of written SOP’s and SLA’s, integration of computer systems, network environments, software, and IT support/request processes.▪ Combined and led three IT support teams through merger into one efficient team.▪ Collaborated with desktop engineering team to test, engage, and support new versions of Microsoft Windows operating systems, internal business applications, vendor software, software updates, and patches before distribution to 24,000+ corporate-wide PCs.▪ Project-managed LAN refresh, VoIP conversion, large user migrations to new corporate sites, plus desktop/laptop, LAN printer, software/OS, and mobile device upgrades.▪ Resolved multiple power/network/server outages as main facility IT expert including informing incident management team, coordinating resolution processes, powering cycling IT equipment, upgrading network or server components and testing post outage systems. Show less Assessed and repaired IT production-related to desktop PCs, laptops, tablets, smartphones, Microsoft Windows, Microsoft Office, Microsoft Outlook, Bitlocker, Internal Business Applications, Lotus Notes, Novell, Citrix, VDI, VPN, VoIP, and Symantec Endpoint Protection. Updated, configured, and fixed computers, printers, servers, and voice and network equipment including LAN switches, Cisco phones, servers and server components. Oversaw IT projects at Downers Grove site.Key Achievements: Addressed dozens of power/network/server outages as primary facility IT contact and informed incident management team. Helmed various IT projects including desktop/laptop, LAN printer, software/OS, and mobile device upgrades.  Liaised with desktop engineering group to test, deploy, and aid new Microsoft Windows operating systems, internal business applications, vendor software, software updates, and patches before major distribution to 24,000+ corporate-wide PCs. Show less

  • Desktop Support Supervisor

    Jan 2012 - Jan 2017

  • Lead Client Technologies Specialist

    Jan 2006 - Jan 2012

  • Client Technologies Specialist

    Jan 2004 - Jan 2006

  • Client Technologies Analyst

    Jan 2000 - Jan 2004
• 

  Valley View Community Unit School District 365-U

  Jan 2018 - May 2021

  Information Technology Support Specialist

  Oversee technical services for 18,500 district computers, printers, and additional end user equipment. Manage user accounts within Active Directory, Microsoft O365, Exchange, Adobe, and Zoom. Provision and maintain email accounts in a Microsoft O365/Exchange hybrid environment. Support and update Microsoft 2016 and 2012 servers. Investigate and resolve issues pertaining to user accounts and software applications used by students, teachers, and staff. Owner and creator of role-related SOP and SLA documentation for IT Operations team along with end-user instructional documentation, including periodic review, updates, and approval of knowledgebase documents. Facilitate escalation requests with IT employees. Conduct individual and group training on hardware, software, and procedural topics. Address Chrome OS, network connectivity, and repairing/replacing of internal hardware components. Assess IT hardware assets for required Windows updates and software updates. Perform Chromebook provisioning and Chrome OS updates as needed.Key Achievements:▪ As a new employee to the district volunteered to assist with MIDI lab computer upgrade for two of our high schools. Newly introduced to the technology, I volunteered to work through the weekend to research and implement fixes while collaborating with software vendors. Upgrade was completed successfully and on time.▪ Volunteered to join committee responsible for researching and implementing new ITSM software. Appointed ITSM software administrator for the district. Show less

• 

  William Blair

  Jun 2021 - now

  • Information Technology Support Manager

    Jan 2022 - now

  • Lead IT Support Specialist

    Jun 2021 - Jan 2022