Eric Pinter
Sherrills Ford
Summary
Dedicated Desktop Support Analyst recognized for enhancing customer satisfaction and driving operational improvements. Exceptional organizational, communication, documentation, customer service, and troubleshooting abilities. Expertise in resolving complex computer hardware and software issues, with a strong track record in corporate, field, and jobsite environments, both collaboratively and independently. Extensive experience delivering high-level support across applications, desktop systems, telecom, software, and hardware through various channels, including phone, deskside, and remote assistance.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Freight Hauler
Capstone Logistics LLC.
Salisbury, NC
05.2026 - Current
- Operated double loader pallet jacks to efficiently transport goods within warehouse environment.
- Loaded and unloaded freight with precision, ensuring timely delivery to designated areas.
- Streamlined loading processes through effective space management, reducing turnaround times significantly.
- Collaborated with team members to optimize workflow and minimize downtime during peak hours.
- Represented company using professional demeanor in interactions.
- Completed 1000 pallets hauling route assignments per week.
- Contributed to a positive work environment by maintaining open communication with colleagues and supervisors.
Remote Desktop Support Specialist - SME
The Hartford Insurance Group
Charlotte, NC
03.2012 - Current
- Troubleshoot modems, routers, VOIP phones, thin client, VMware, Juniper Routers.
- Troubleshoot hardware, software, email, peripherals, fat client.
- Utilize Active Directory to reset passwords, check profiles, unlock accounts and group policies.
- SME assists coworkers and train in daily troubleshooting techniques and support.
- Provided technical support for remote desktop systems, ensuring seamless user experience across various platforms.
- Diagnosed and resolved hardware and software issues, improving overall system functionality and reliability.
- Led initiatives to reduce resolution times by optimizing ticket management procedures and workflows.
- Analyzed user feedback to identify trends, driving enhancements in service delivery and customer satisfaction.
- Established best practices for desktop support specialists, fostering a culture of continuous improvement.
- Conducted thorough root cause analysis on recurring technical problems to identify long-term solutions.
- Collaborated with cross-functional teams to resolve complex IT issues and improve overall efficiency.
- Coordinated with vendors for timely delivery and installation of hardware components, reducing delays in equipment availability.
Desktop Support Analyst
The Hartford Insurance Group
Charlotte, North Carolina
01.2011 - Current
- Support remote and in-office clients via phone, skype, deskside.
- Managed the full lifecycle of IT service tickets (e.g., in MTE), from initial logging and triage to resolution and comprehensive documentation, ensuring adherence to SLA and contributing to problem management analysis.
- Created and maintained clear, structured documentation for technical processes and common troubleshooting solutions, improving team efficiency and user self-service.
- Troubleshoot hardware, software, email, peripherals.
- Troubleshoot issues with FAT Client, in-house Apps.
- Utilize Active Directory to reset passwords, check profiles, unlock accounts and group policies.
- Perform desktop duties in office, build new machines.
- Shipping, repurposing hardware
Education
B.S - Computer Science
Sacred Heart University
Fairfield, Connecticut01-1996
Automotive Technology Certificate - Nascar Elective
Universal Technical Institute
Mooresville, North Carolina01-2009
Skills
- OS: Windows Workstation, win7, XP,10, 11
- Networking: VPN
- System Administration: Active Directory (user/group policy management, password resets), Microsoft SCCM (software deployment, patch management), Dameware
- Virtualization: VMware, Virtual Desktops vSphere
- Telephony: Avaya, Polycom (Genesis)
- Warehouse
Certification
PC Success - PC Desktop Support Certificate 1998, New Horizon's Computer Learning Center - Fairfield, Connecticut - 2152 Implementing Microsoft Windows 2000 Professional & Server Training (2001) 2272 Implementing and Supporting Microsoft Windows XP Professional (2004) CERTIFICATION Certified Help Desk 2000 Professional Administered by STI Knowledge Inc. February 2005
Timeline
Freight Hauler
Capstone Logistics LLC.
05.2026 - Current
Remote Desktop Support Specialist - SME
The Hartford Insurance Group
03.2012 - Current
Desktop Support Analyst
The Hartford Insurance Group
01.2011 - Current
Automotive Technology Certificate - Nascar Elective
Universal Technical Institute
B.S - Computer Science
Sacred Heart University
Racing Experience
Member of a late model race team at Stafford Motor speedway from 2007 to 2010. Worked at the track in the pits and done maintenance on weekends which included body work, engine disassembly and reassembly, light fabrication, and welding.