Eric Gordon
IT Support
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About
A business focused professional with 15+ years of solid experience with a keen adherence to ITIL practices. Target oriented with exceptional organization, communication and relationship building skills. Ability to achieve on large scale projects and complex issues
Experience
Professional Experience
Part source-Team Lead: March 2022-Current
⦁ Train fresh staff members.
⦁ Bank deposits, ensuring they are balanced with daily records.
⦁ Engage with 3rd party vendors to place orders.
⦁ Negotiated with clients to ensure win/win contracts.
⦁ Slashed payroll by 20% by alternating shifts.
Salesforce: Mobility Specialist: March 2021-March 2022
⦁ Provisioned Rogers and Bell devices to all staff in Canada.
⦁ Controlled incoming and outgoing inventory.
⦁ Assisted staff with questions or concerns.
⦁ Provided monthly upgrades as needed. 200 per month on avg.
⦁ Confirm with staff on ticket updates and progress.
⦁ Completed over 1000 new devices with different projects.
Spin Master: IT Support Analyst: Dec 2019-March 2021
⦁ First point of contact for C-group and over 50 Vice Presidents. Ensured all technical assets are working and properly prepared. Consult with EA assistants to confirm their needs.
⦁ Facilitated equipment ordering to On-Board/Off-Board staff.
⦁ Spearheaded lunch and learning sessions for over 3000 staff members.
Key achievements
⦁ Created a progressive knowledgebase warehouse. Over 100 ‘How to’ documents
⦁ Started an aggressive asset management project.
⦁ Introduced corporate wide training via Zoom for all staff.
⦁ Eliminated over $20,000 from the cost of leased laptops.
⦁ Created a virtual service desk. This helped the company through Covid.
Haventree Bank: Team Lead-Support analyst: Jan 2018-Dec 2019
⦁ Engaged C-Suite when policy and changes needed to be made.
⦁ Presented ‘Lunch and Learn’ sessions, also providing documentation to 300+ staff
⦁ Provided a new solution with Audit reporting. Now easier for C-Suite to sign off on audit
⦁ On/Off boarding of over 300 staff.
Key achievements
⦁ Moved from ServiceDesk to Jira.
⦁ Lead the IT team with name change from Equity Financial Trust.
⦁ Support with 3rd party vendor on issues/upgrades.
⦁ Authored over 500 procedures.
Symcor Team lead-Support Analyst III Tier2: Nov 2005-Dec 2017
⦁ Support 24/7 for 10 production sites nationally.
⦁ Over 300 KB documents created.
⦁ Actively worked with site staff to resolve training and re-occurring issues.
⦁ Trained over 30 Tier 1 operations and production staff with recent changes.
Education
A+ Certification On-going
LinkedIn Learning On-going
ITIL v.3 Completed
