Eric Bolen

About Eric Bolen

Experienced IT Specialist With extensive expertise across both software and hardware…

Experience

1. System Administrator

   LogicalisUS

   Feb 2015 — Present

   Conducts troubleshooting, server/software updates, and feature enhancements for Windows, Linux, and Unix servers, along with Cisco networking devices and broader IT infrastructure as part of break/fix responsibilities.•Adheres to Information Technology Infrastructure Library (ITIL) principles, meticulously following established ITIL incident, problem, and change management processes when addressing client requests or resolving outages.•Swiftly responds to and resolves client issues using technology tools, established procedures, and ongoing training.•Proficiently employs the Service Now ticketing system to comprehensively document incident troubleshooting, plan and execute change records, and provide in-depth root cause analysis details for problem records.•Maintains regular communication with clients, hardware/software vendors, and Service Delivery Managers throughout the incident resolution process.•Develops and updates technical and process documentation to enhance troubleshooting efforts.•Maintains a client-centric approach in line with service expectations while managing incident and change management support for various devices.•Successfully resolves customer issues, leveraging technology tools, established procedures, and ongoing training.•Demonstrates familiarity with the Information Technology Infrastructure Library (ITIL) framework, applying predefined ITIL incident, problem, and change management processes to address customer requests and outages.•Possesses expertise in various applications, including Microsoft Office, Citrix ZenApp, Service Now, SLA management, Adobe, VMware client, Citrix, Media Library, Storage, Shavlik Patching, Active Directory Group Policy, DNS, NetBackup, Linux, and Avaya.•Proficient in managing a wide array of operating systems, applications, and technologies:

Education

• Southern Ohio College

  Associate’s Degree, Business Management

  1999 — 2001

• SOUTHERN OHIO COLLEGE

  ASSICOATES, COMPUTER SCIENCE

  1999 — 2001

Skills

• Tcp/Ip
• Veam
• Troubleshooting
• IT Service Management
• Sap
• Microsoft Office
• Vmware Vsphere
• Management
• Microsoft Exchange
• Computer Hardware
• Technical Support
• Desktop Support
• IT Operations
• Dns
• Customer Relations
• Windows 7
• Vpn
• Virtualization
• Lotus Notes
• Citrix Xenapp
• Software Installation
• Office 365
• System Deployment
• Printer Support
• Real Estate
• Operating Systems
• Vmware
• Help Desk Support
• Blackberry Enterprise Server
• Customer Service
• Windows
• Compaq
• Active Directory
• Xp
• Hardware
• Problem Solving
• Printers
• IT Management
• Workstations
• Dhcp