ERIC PRICE
Germantown,MD
Summary
Dedicated and customer-focused IT professional with hands-on experience delivering Tier 1 technical support in fast-paced environments. Proficient in troubleshooting hardware, software, and network issues while providing excellent end-user support. Strong communicator with proven ability to interact effectively with users at all levels, triage issues, and ensure high customer satisfaction. Eager to contribute to an IT Service Desk or Desktop Support team in the Germantown, MD area.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support
Insight Global
01.2024 - 08.2026
- Key Deliverables:
- Delivered Tier 1 & Tier 2 technical support to 20,000+ faculty, and staff, successfully resolving 200+ helpdesk tickets per month using ServiceNow.
- Provided exceptional customer service by troubleshooting hardware, software, and network connectivity issues across Windows, macOS, and ChromeOS devices in offices.
- Managed loaner laptop program and performed Active Directory user management, Office 365 administration, and printer configuration.
- Diagnosed and resolved complex issues while maintaining high levels of user satisfaction in a high-volume environment.
Client Services Specialist
JK Moving Services
07.2019 - 10.2023
- Key Deliverables:
- Served as primary point-of-contact for clients, responding to inquiries via phone, email, and in-person to triage and resolve relocation-related issues while maintaining exceptional customer service and professionalism.
- Provided hands-on technical logistics support by safely handling, transporting, and setting up high-value computer equipment and peripherals, ensuring zero damage and minimal downtime during transitions.
- Coordinated complex move projects across multiple sites, managing timelines, resources, and stakeholder communication to deliver seamless support similar to hardware deployments and staff relocations.
- Demonstrated strong troubleshooting and problem-solving skills by proactively identifying client concerns, providing clear technical guidance to non-technical users, and escalating issues when necessary for efficient resolution.
- Maintained detailed records of equipment inventory, move logistics, and client interactions, ensuring accurate documentation and follow-up throughout the support process.
- Built lasting client relationships through courteous, patient communication and consistent follow-up, consistently exceeding customer expectations in a high-volume service environment.
Education
Associate’s Degree - Cybersecurity
Montgomery College
Rockville, MDBachelor’s Degree -
University of Maryland
College Park, MD06-2026
Skills
- Active Directory, Group Policy, DNS, and DHCP
- Skilled in configuring and maintaining Active Directory environments, including user account management
- Experienced managing Group Policies for security and compliance
- Proficient in DNS and DHCP administration to ensure reliable network connectivity
- PC Hardware & Software Troubleshooting, OSI Model
- Hands-on experience diagnosing and resolving hardware and software issues on Windows, macOS, and ChromeOS devices
- Solid understanding of the OSI model for systematic network troubleshooting
- Office 365
- Experienced managing user accounts, licenses, and troubleshooting Office 365 applications and services
- Remote Desktop & VPN
- Skilled in configuring remote desktop solutions and troubleshooting VPN connections for secure access
- Ticketing Systems
- Proficient in ServiceNow – logging, tracking, prioritizing, and resolving IT support tickets efficiently
- IP Addressing
- Strong knowledge of IP addressing, subnetting, and network configuration
Certification
- CompTIA PenTest++
- CompTIA Security+
- Cisco CCNA
- Azure AZ-104 – In Progress
Timeline
IT Support
Insight Global
01.2024 - 08.2026
Client Services Specialist
JK Moving Services
07.2019 - 10.2023
Associate’s Degree - Cybersecurity
Montgomery College
Bachelor’s Degree -
University of Maryland