Eric Kombet
Severn
Summary
Service Desk Engineer with a solid background in delivering technical support and troubleshooting across diverse platforms. Achieved 98% SLA compliance by effectively managing IT ticketing systems and collaborating with teams to enhance service delivery. Expertise in system updates, security protocols, and user training contributes to high availability and compliance.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Engineer (Tier 2)
Logicalis
03.2023 - Current
- Provided technical support and troubleshooting for complex hardware, software, and network issues across multiple platforms, collaborating with cross-functional teams to enhance IT service delivery.
- Administered IT ticketing systems to log, prioritize, and resolve support requests, achieving 98% SLA compliance while supporting IT infrastructure projects aligned with business objectives.
- Monitor and manage IT infrastructure performance, maintaining high availability and minimal downtime for servers, applications, and network devices.
- Provide support and training to users on password management best practices and utilize JAMF tools to facilitate seamless password resets and account recovery processes.
- Manage and oversee the deployment, configuration, and maintenance of Apple devices using JAMF Pro, ensuring optimal security and functionality across all Mac systems.
- Implement system updates, patches, and security protocols to maintain compliance with organizational standards, contributing to a 15% reduction in incident rates through root cause analysis.
- Implement and enforce password policies, including regular password updates and resets, to maintain security compliance and protect organizational data.
- Managed service requests through the ticketing system, ensuring timely resolution of issues.
- Provided remote support to VIP and executive users by securely accessing client systems to diagnose and resolve, hardware, software, and network issues in real time
Lab Technician
Hi-Tech Color
Odenton
10.2021 - 04.2022
- Optimized batch production processes, resulting in a 300% efficiency improvement while maintaining compliance with safety and quality standards.
- Conducted product inspections and executed minor repairs to align with client specifications and improve overall product quality.
- Supervised and trained new employees on operational protocols and safety procedures, promoting adherence to company standards and enhancing team effectiveness.
Technical Support Specialist
Apple
Arlington
04.2020 - 04.2021
- Provided technical support for Apple products via phone and chat.
- Delivered remote technical support for a range of devices, including smartphones, tablets, and computers, through various communication channels.
- Managed multiple customer interactions concurrently, maintaining high standards of service quality.
- Conducted user training sessions to improve customer proficiency and maximize device utilization.
- Trained new team members on support processes and customer service techniques to ensure effective onboarding.
Education
Associate of Science - Cybersecurity And Information Assurance
Anne Arundel Community College
12-2026
Certificate - Google IT Support Professional Certificate
Merit America Institute
12-2022
Skills
- Technical assistance
- User Support Tools
- Incident Management
- Remote support
- System Administration
- Active directory
- Microsoft Intune
- VPN configuration
- IT Security
- Networking
- Network management
- Cloud Technologies
- System updates
- Technical Documentation
- Service Management
- Collaborative problem solving
Certification
- CompTIA Security+
- CompTIA Network+
- Google IT Support Professional Certificate
Timeline
Service Desk Engineer (Tier 2)
Logicalis
03.2023 - Current
Lab Technician
Hi-Tech Color
10.2021 - 04.2022
Technical Support Specialist
Apple
04.2020 - 04.2021
Associate of Science - Cybersecurity And Information Assurance
Anne Arundel Community College
Certificate - Google IT Support Professional Certificate
Merit America Institute