Eric Gunning

Experience

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  Dell Technologies

  Aug 2003 - Aug 2012

  GOLD IT TECH SUPPORT FOR LATINOAMERICA

  • Deliver solutions to customers requests through voice, chat and email channels, maintaining quality and service standards above 85%.• Excel with technical assistance in incidents of Desktops, Laptops, accessories, software and network in real time and reduce waiting times.• Guarantee quality service with cases follow up, until issue is solved.• Measure the level of user satisfaction by using survey data to improve the service for each customer request.• Use my technical and soft skills to provide quick response to user needs and been proactive suggesting solutions to complex issues. Show less

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  Alorica

  Jul 2013 - Jan 2020

  IT END USER SUPPORT SPECIALIST

  • Install and configure Windows Deployment Services.• Troubleshoot network infrastructure, diagnose and resolve reported failures.• Configure and manage user accounts and profiles in Windows Server Active Directory.• Install and configure VOIP phones on data networks.• Install Enterprise Technologies products and services for end users.• Provide IT support services and resolution of software and equipment problems, experience supporting on virtualize application environments.• Provide IT support on Client / Server Antivirus solutions.• Knowledge working with ITIL principles on daily tech duties.• Experience working with Office 365 Admin Panel to manage user permissions and licenses.• Experience deploying PGP security applications on user laptops and deploy DLP with security software.• Manage and monitor service requests through the Application Service Now. Show less