Eric Han

Support Specialist II | 🚙 DOWC

06/2024 - Present

• Create a positive support experience and through engaged listening, problem-solving, guaranteeing timely resolution of issues, and maintaining a professional aatude through the process
• Design Excel spreadsheets and mail merges to cut down on time spent on onboarding clients
• Log and track incidents/requests from identification through resolulon in incident management software
• Maintain and protect confidentiality regarding all aspects of client and company info

Procurement Analyst | 💄 Perfumes & Cosmetics (Randstad)

12/2023 - 05/2024

• Procurement of laptops, iPhones, software, and other IT related peripherals that users require
• Complete purchase orders by selecting vendors, negotiating prices, payment terms, and resolving delivery issues
• Maintain record of equipment and so9ware with records on purchase date, warranty expiration, and renewals

IT Service Center Specialist | 💎 Tiffany and Co. (Motion Recruitment)

07/2022 - 06/2023

• Provides Level 1 in-depth technical support for all in-house and store locations globally with escalation of issue when problem is unresolvable
• Resolve issues including, but not limited to, username and password problems, un-installing and reinstalling basic software applications (specifically on iPhones and iPads), assisting users with various applications and troubleshooting email problems
• Diagnose Point of Sale systems and printers for Tiffany stores and office locations globally
• Use Mobile Device Management software to deploy, secure and manage iPhones and iPads

Tech Support Specialist | 🏠 Weichert

08/2021 - 02/2022

• Developed weekly analysis to monitor employee usage trends, with business analytics data retrieved from kvCORE (Real Estate CRM platform)
• Managed internal Weichert University Recruiting Resource page with HTML and CSS, along with documenting and storing resources for Weichert managers and Real Estate Agents
• Created and analyzed monthly and bi-monthly hiring reports to ensure managers stay on track with quota, while cross-referencing hiring reports with daily lead report
• Designed dashboards in Power BI to reflect yearly hiring and lead distributions
• Produced Excel reports for the VPs of regional branches, reflecting hiring lead distribution on prospective real estate agents

IT Support Specialist | 🖥️ The Data Pros

09/2020 - 06/2021

• Client support by answering calls, creating tickets, monitoring status of ticket queues
• Ran phishing simulation campaigns on companies and monitored Dark Web credential leaks (DarkWeb ID)
• Monitored for alerts on server and computer for crashes and reached out to clients to obtain status of issue
• Collaborated in creation and termination of user profiles on computers, as well as the admin center of Office 365 and Autotask

IT Support Specialist | 🏫 Essex County School of Technologies

09/2019 - 09/2020

• Backed up, reimaged, reinstalled applications and documented serial numbers on computers
• Created instructional documentation for the classroom tracking software LanSchool
• Assisted with tech support tickets dealing with Active Directory, printers, hardware and software issues

Systems Administrator | 👨‍🔧 Evco Mechanical

06/2016 - 05/2019

Designed and developed application tools to log service history, client equipment and site information. Provided company with an auditing trail for insight on customer interactions and service frequency (Microsoft PowerApps)

Maintained database of customer asset details, scrubbed data and matched newly added entries with asset pictures in Dropbox Resulted in persistent data integrity across all data resources (SQL Server)

Provided training and created documentation for technicians on how to use SamPro, Dropbox and in-house built applications