Eddie

Enterprise IT support professional with 3+ years of experience supporting approximately 450 users across U.S. offices, backed by 10+ years of hands-on electrical, electronic, and hardware troubleshooting. Experienced in Microsoft 365 administration, endpoint lifecycle management, executive support, branch deployments, remote troubleshooting, network and printer support, IT asset management, and business-system/EDI coordination. Recognized as a Best Employee within the first year at HMM America for reliable service, positive user feedback, and practical process improvements.

IT Programmer / Systems Coordinator - HMM America, Inc.

(2022-06)

• Provide enterprise IT support for a user population of approximately 450 across U.S. offices, resolving issues through Microsoft Teams, TeamViewer, email, and direct user communication while maintaining support logs in Excel.
• Administer Microsoft 365 user access, including account creation based on work location, license assignment, Shared Mailbox configuration, Outlook and Teams setup, password resets, and account unlocks.
• Manage the endpoint lifecycle for new hires, refreshes, transfers, and departures, including PC preparation, Windows and application setup, printer and security configuration, Outlook archive migration, backup, imaging, reset, and secure reassignment.
• Create and maintain standardized PC images for major updates and new equipment deployments; troubleshoot BitLocker recovery, Windows access, suspected malware, performance, driver, and application issues.
• Deliver high-touch executive and VIP support, including customized device configurations, rapid issue resolution, and technology preparation for visiting personnel and external business guests.
• Travel to U.S. branch locations for new-office setups and project support, including workstation deployment, network-printer configuration, conference-room technology, projector and conference-phone replacement, and firewall-upgrade assistance.
• Troubleshoot wired-network connectivity across PCs, cabling, outlets, and Cisco switching environments; manage static IP assignments at larger branches and terminate/test R cables when required.
• Build temporary dedicated Wi-Fi zones using routers for large meetings and configure meeting-room PCs, printers, projectors, HDMI connections, and related AV/network infrastructure.
• Support network, standard, and label printers through IP configuration, driver installation, connectivity troubleshooting, and device setup.
• Coordinate EDI support by reviewing partner requirements and custom MIG documents, executing UAT scenarios, investigating errors, requesting corrections, retransmitting messages, and working with EDI VAN providers and internal teams.
• Administer website user permissions and coordinate content corrections with headquarters; bring prior hands-on experience with GoDaddy, domain/hosting administration, WordPress, and company-email configuration.
• Improved IT asset handling through barcode labeling, secure device decommissioning, storage-media removal, and equipment tracking; provide recommendations for PC and printer purchases.

Appliance Technician - Mastertek - Lewisville, TX

(2021-09 - 2022-06)

• Diagnosed and repaired LG appliances and televisions in customer homes using electrical, electronic, and mechanical troubleshooting techniques.
• Managed service calls, parts requirements, repair status, documentation, and customer communication through resolution.

Appliance Technician - Conns Home Plus - Dallas, TX

(2020-10 - 2021-09)

• Troubleshot appliances and televisions, identified root causes, coordinated replacement parts, and completed repairs in customer environments.
• Explained findings and repair options clearly while maintaining accurate service and follow-up records.

Samsung Authorized Technician - NISI USA - Carrollton, TX

(2017-06 - 2020-10)

• Performed field diagnosis and repair for Samsung appliances and electronics, including refrigerators, washers, dryers, dishwashers, cooking products, microwaves, and televisions.
• Coordinated warranty claims, parts orders, failure documentation, and technical escalations with Samsung support.

Bachelor's Degree - Information and Communication - Paichai University (2002-02) Daejeon, South Korea

Coursework - Computer Programming - San Antonio College (2006-02) San Antonio, TX

Certification Course - Air Conditioning and Refrigeration - Lindsey-Cooper (2017-02) Irving, TX