Eric B.

I am an IT Support Specialist with a strong customer service background, dedicated to delivering fast, reliable, and professional support to users at all levels. I most recently worked as a Helpdesk Technical Support Specialist at SDV Solutions, Inc., providing assistance to US Federal Government clients. Throughout my career, I’ve supported organizations such as Daifuku America, Wellshade, the United Nations World Food Programme, GoAbroad, and IBM. These roles strengthened my ability to handle high-volume inquiries, communicate clearly, and resolve technical issues with patience, empathy, and a service-first mindset. I hold a two-year Associate Degree in Information Technology – Computer Networks, and I have solid experience providing support through phone, email, chat, and remote tools. My approach focuses on understanding user needs, ensuring smooth workflows, and maintaining a positive support experience. I am committed to creating helpful, user-friendly solutions and building trust with customers providing reliable and high-quality IT support in fast-paced and mission-critical environments. I am now seeking opportunities where I can combine my technical skills with excellent customer service to enhance IT operations and end-user satisfaction. Customer Service & IT Support Strengths ✔ Friendly, patient, and user-focused communication ✔ Strong problem-solving and multitasking skills ✔ High-volume helpdesk experience (phone, email, chat, remote) ✔ Ticketing Systems: ServiceNow, Salesforce, SolarWinds, Zendesk, CRM platforms ✔ Remote Tools: GoToAssist, TeamViewer, AnyDesk, Citrix ✔ Microsoft 365, Google Workspace, and common productivity tools ✔ Clear documentation, SOP creation & knowledge base updates ✔ Ability to de-escalate concerns and deliver calm, professional support ✔ Strong follow-through and commitment to user satisfaction