Erik Roy

Experience

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  Rockwell Automation

  May 1994 - Aug 1994

  Internship/co-op

  Created progress report with MS-Office based on company production progress data. Worked with MS-Access programming to assist manager's small projects.

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  Progressive Insurance

  Nov 1998 - Dec 2008

  Responsible for creating or configuring conditions, scripts, images, statements or "code" within applications. Designs or manipulates date utilizing tools to produce or extract data. Translates requirements into application specifications and/or revises application logic to get desired results. Also responsible for providing maintenance, support, enhancements and/or analysis to the application to include identifying and resolving issues with the application. Analyzes and tests application outputs to ensure effectiveness and recommends necessary changes. Show less Build and configures multiple desktops, laptops and other computer hardware equipment according to ticket order specification. Debugged and troubleshoot numerous problems with PC and its peripherals. Clean out old Windows software from hard drives and install Windows and its software components. Fixed numerous software and operating system level problems through searching on the Internet for solutions, contacting vendors and by trial and error. Troubleshoots and resolves routine and moderately difficult machine, software or parts malfunction. Obtains guidance on more unusual issues from appropriate higher level technical group. Setup and configured a Windows network with TCP/IP protocol for a small private network and also for home use. Hardware installs and replaces the appropriate computer hardware according to the needs of the customer with RAM, Network Interface Cards, Modems, and Hard Disk Drives. Chosen by manager to train new hires, contractors and interns. Show less

  • IT Application Specialist

    Jan 2007 - Dec 2008

  • CS Operator Analyst I, II & PC Technician II

    Nov 1998 - Jan 2007
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  Aclara

  Jan 2009 - Apr 2013

  Helpdesk Technician

  Responsible for providing PC Support for all employees while minimizing disruption to the business and maximizing system uptime. Working with helpdesk tickets. Install, configure and maintain PCs, printers and other peripheral devices. • Assisted Information Technology Department with Windows XP to Windows 7 Migration for approximate 400 internal and remote users. Images deployed out of WDS server.• Assisted Human Resource Department to convert paper forms into online digital version in PDF format.• Responsible for SharePoint training and assist users with permission level and set up. • Created and Track hardware and software inventory assets in SharePoint. • Coordinate with different Vendors for repair, quote and purchasing hardware and software.• Designed and created advertisement web sites for break rooms based on national and local news, sports, weather, company stock report and company event information.• Install and patching Ethernet CAT 5e and 6 cables in data closet rooms,add network drop down jacks, diagnose and troubleshoot network cables. Replace RJ-45 connectors for broken one.• Package and ship computer or parts for warranty replacement with Dell. Replace parts on PCs.• Ability to lift and transport 50 pounds of computer and server equipment from one place to another.• Knowledge of using Adobe Photoshop and Flash to create and design images.• Created and update technical documentation for faster solution and reference. Show less

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  Sorenson Communications

  Feb 2009 - Apr 2009

  Installer/Trainer

  Supply support for the customer base in assigned area. Coordinate with the Sales/Outreach and Marketing groups at educating institutions, customers and organizations as to the benefits of Sorenson VRS and SIP Relay. Participate in seminar and training sessions with deaf constituents on using Sorenson services to communicate with hearing constituents. Travel to customers to ensure Sorenson equipment is functioning properly and provide training as requested. Other duties as assigned.- Configures Router to setup Virtual Servers to create TCP and UDP port to allow Sorenson service to use Video Phone fully.- Troubleshoot the network connections using PC, Router and Switch.- Configures and test Sorenson Video phone for proper function and train customer how to use it. Show less

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  Dots, LLC

  Jun 2013 - Apr 2014

  PC Technician

  Responsible for diagnosis and repair of a variety of software and hardware issues for internal and remote users. Investigates, recommends appropriate course of action, and restores user hardware and operating system failures on network devices. Responsible for the audit and management support of computer assets and accessories. Performs configuration changes to existing computer devices, servers and associated equipment. Responsible for ensuring confidential security and password access information necessary to perform responsibilities on key servers, equipment and network hardware. Monitoring the system for any security or system alert and notifies the appropriate support personnel. Utilize ticket tracking software to prioritize, track and follow-up on requests. Create and updates Windows 7 images using Windows PE for faster deployment. Works with Active Directory and Exchange server at basic level. Other duties as assigned.• Monitor unassigned and assigned incidents to ensure adequate and timely resolution• Respond to initial phone calls, non-routine help desk environment• Created technical documents for quicker reference and solution.• Updates and followup with customers with ticket system.• Educate and train users on applications and technology to diminish recurring future support requests.• Researches, resolves incidents and follow-up.• Address a full range of user needs, including troubleshooting, technical assistance, system usage support, password resets, etc.• Install OS platform migrations/upgrades and system updates.• Manages GoToMyPC, Symantec Endpoint Protection, ARCServe Backup, Numara Trackit, PineApp, Panorama 9 and ADAudit for the organization.• Using Windows Deployment Kit with Windows PE to create and deploy WIM image• Troubleshooting and repair desktops, laptops, mobile devices, printers, servers and network cables. Performs hardware part replacement and upgrades. Show less

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  Case Western Reserve University

  Nov 2014 - Feb 2015

  Desktop Support Technician 4

  Temporary Contractor Position (4 months)Responsible for assisting students and staffs on PC and Mac issues.- Create new Windows 7 and 8 images using Sysprep and Symantec Ghost.- Assists medical students with online Exams logins with their Macbook or PC.- Troubleshooting and Repair Hardware, Software and Networking.

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  Cornerstone IT

  Mar 2015 - Jul 2015

  IT Support Network Technician

  - Manages Virtual servers using VMWare and Hyper-V- Windows Server 2008 & 2012 troubleshooting.- Works with Windows 7 - 10 versions- SQL Server 2008 & 2012- Installing and Upgrading various of software- LAN/WAN/Wireless troubleshooting- Manages Active Directory and MS Exchange Server.- Research and Resolution of End User Technical Problems and Requirements.- Maintain existing documentation and ensure that all support information is recorded and tracked in timely and professional manner.- Participate in IT projects to provide technical input required to deliver end user requirements- Troubleshoot and resolve Tier 2 IT Help Desk requests for local and remote offices.- Ensure availability of services as well as managing upgrades, patches, virus protection, network access, email accounts and Active Directory account management.- Office 365 Administration- Migration- Works with Windows Deployment Service to create and deploy images.Can do custom images using Sysprep, ImageX of WindowsPE. Show less

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  Cleveland Museum of Art

  Jan 2016 - Jun 2017

  User Support Technician

  - Manages Project Plans to create private project rooms on intranet. - User Support of various computer, printer and network issues- Uses Manage Engine Ticket System- Manages Active Directory- Manages Office 365 Admin- Research and Resolution on Technical Problems- Create and Update documentation- Create and Updates Windows images for Windows Deployment Server- Set up Network Printers using Print Server

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  The Walt Disney Company

  Sept 2018 - Jun 2022

  Food Handler

  Responsible for distributing frozen, refrigerated and dry food and stocks away in various of restaurants at Magic Kingdom and Epcot.Furloughed on 12/31/2020, recalled back March 2021.

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  NSC Global

  Jan 2019 - Sept 2019

  Field Engineering 2

  Responsible for imaging Windows 7/10 , staging with applications and deployed to Cast Members at Walt Disney World offices.

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  Amazon

  Nov 2020 - Feb 2021

  Lift Operator

  Seasonal Lift Operator for Amazon - TPA3.

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  UDT

  Feb 2021 - Dec 2021

  Quality Repair Technician

  Responsible for ensuring department key metrics, repairing computers, and performing technical and system diagnostics. Travel from time to time for special projects and offsite related repairs.

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  AdventHealth

  Dec 2021 - now

  IT Support Technician - Associate

  Contractor from December 2021 until hired as IT Support Associate on August 28, 2022.