Eric Canales
Client-focused IT professional
Hire this person
Send a job offer directly to this candidate
About
Client-focused IT professional with over 10 years of experience delivering technical support, managing user accounts, and ensuring system security and compliance. Proficient in Windows environments, Microsoft 365, cybersecurity practices, and IT service management, with strong troubleshooting and interpersonal skills.
Experience
Help Desk Technician - CND Life Sciences
(2025-08 - 2026-01)
- Document resolutions in ticketing systems and contribute to user training and knowledge base documentation.
- Collaborate with cybersecurity teams to enforce security policies and improve incident response workflows.
- Manage user account provisioning, access controls, and software installations in Microsoft 365 and Azure AD environments.
- Provide Tier I and II IT support to internal and external clients, resolving technical issues related to hardware, software, and networking.
Technical Support Representative - Axon
(2025-01 - 2025-05)
- Resolved technical issues related to Axon products, networking, and performance.
- Installed and configured software/hardware setups for clients and staff.
- Developed expertise in Axon product suite and contributed to product training.
- Applied knowledge of AI tools such as ChatGPT and natural language processing.
IT Help Desk Specialist - PCG Public Partnerships
(2016-04 - 2023-07)
- Delivered Tier I and II support through email, phone, and remote sessions.
- Managed onboarding for new hires including account setup in Azure.
- Maintained systems security in collaboration with security teams.
- Trained and supervised new IT support staff; coordinated hardware procurement.
- Conducted remote diagnostics and troubleshooting for distributed teams.
IT Help Desk - State Farm
(2014-03 - 2016-01)
- Resolved technical issues via inbound support calls and ticket system.
- Installed Office software and escalated system-level issues as needed.
Order Specialist - Wells Fargo
(2013-09 - 2014-01)
- Processed hardware/software orders through internal systems.
- Performed troubleshooting and password resets for ordering platforms.
Education
Associate of Science - Computer Science - ITT Technical Institute (2013-07)
High School Diploma - Metro Tech High School (2007-05)
