Hello there! My name is Erick and I am a passionate IT professional with more than 12 years of experience in providing customer and technical support to different Fortune 500 US-based companies. These companies include (Dell Computers, Coca-Cola, Sport Clips- Salon Ultimate). Since I started working, I have gained knowledge in Service Now, Salesforce, Zoho, & Infusionsoft. The Ticketing platforms I have learned are Jira, Zendesk, Helpshift, Salesforce, Intercom, Freshdesk, and Talkdesk. TECHNICAL SKILLS: Mobile Device Management: Airwatch, Blackberry Enterprise Server Cloud Storage: One Drive, Google Drive, DropBox Virtualization Technologies: VMware, VDI, VPN, RSA, Cisco VPN Client Microsoft: Microsoft Office 2013/2010/2007, Windows Server 2010/2008 , Active Directory Office 365, Microsoft SharePoint, One Drive for Business Instant Messenger Applications: Skype [hidden] Business, Microsoft Lync, Cisco IP Communicator Remote Access Applications: GoToAssist, BOMGAR, Team Viewer and LogMeIn Ticketing Tools: Jira, Freshdesk, Service Now, Siebel, and Right Now Call Quality Applications: Nice and Impact 360 (Verint) Hardware: Dell Server/All In ONE Desktop/ Laptop/Printer/Tablet, Lenovo ThinkPad, Panasonic Toughbook/Tablets, Surface Pros Languages: C, C++, JAVASCRIPT, HTML, VB 6.0, SQL Platforms: Windows 10/Windows 8/Windows 7/Windows Vista/Windows XP, Android OS, Apple IOS, Blackberry OS Concepts: Wired and Wireless networking, Operating Systems Installation, Antivirus Installation, and Troubleshooting, Virus Removal CERTIFICATIONS: • ITIL V.3 Foundation and Assessment Trained And Certified Genpact LLC(Coca-Cola)- 06/27/2016 • LEAN Six Sigma Trained and Certified Genpact LLC(Coca-Cola)- 03/31/2015 • CompTIA A+ Essentials Trained Convergys(Dell)2010 • CompTIA Network+ Essentials Trained Convergys(Dell)2010 I am friendly with an upbeat attitude and because of this, I can work with a diverse group of people and can adapt well to changes and pressures in the workplace. I have strong problem-solving and analytical skills, am highly trainable and am a fast learner. I am confident that I'm able to provide excellent and top-notch support, reliability and from there promote growth to your business.