Eric Shotwell

FlightPath IT (2023)

IT Engineer

• Served as an IT Engineer for an IT MSP, serving medical offices and other institutions
• Providing SaaS (Software as a Service) and CyberSecurity monitoring
• Primarily using Remote Measuring and Monitoring (RMM) software
• Heavy use of Kaseya/Datto RMM, Data Loss Prevention
• Endpoint monitoring, AutoTask, SharePoint
• Reference from manager available

Revation / LinkLive (2021 – 2022)

Solutions Specialist (2021) / IT Support Engineer (2022)

• Provide IT support for VoIP / CCaaS company
• Delivered services and supporting bespoke in-house software
• Heavy focus on Atlassian JIRA for support requests, leveraging Confluence for work resources
• Provided support to Medical (HITRUST) and banking/finserv professionals to empower them for success
• Supported VOIP, PSTN, and POTS technology, troubleshooting urgent issues to unblock key business initiatives
• Liaised between clients and software engineers to ensure projects delivered on time & under budget
• Supported desktop, laptop, tablet, and mobile device support, on-call as needed to ensure stakeholder success
• Ensuring appropriate Cybersecurity guidelines are met and maintained
• Experience with coding: HTML, CSS, XML, JSON files

CHIPS Computer Technology (2021)

Design Desk

• Managing flow for a Zero-Trust IT Security (Cybersecurity) company
• Reported directly to vCIO, offloading work from their plate by breaking client requests down into actionable items
• Managed workflow of 15 techs, coordinating work allocation based on availability and skillsets
• Leveraged ServiceNow and Atlassian JIRA, liaised with technicians, clients, and upper management as needed

Reality Interactive (2020)

Technical Support Rep

• Provided IT-related support for a wide range of companies, from startups to Fortune 500 multinationals
• Monitored and ensured the functionality of mission critical IT issues in clients' businesses
• Managed OS upgrades, maintenance, user acceptance testing, and troubleshooting
• Leveraged Office 365 suite, InfoSec, Networks, PuTTY, Command Line, PowerShell, ServiceNow, Atlassian JIRA
• Ensuring appropriate Cybersecurity guidelines are met and maintained
• Experience with coding: HTML, CSS, XML, JSON files

Miles Technology (2019 - 2020)

Information Technology Consultant

• On-call / As-needed technology consultant / support
• Tasks are gathered by Miles Technology from other companies and/or individuals, and posted for any of the IT Consultants to take as desired
• Experience with coding: HTML, CSS, XML, JSON files, SQL and R database management and searching, C, C++

Best Buy, Meriden, CT & Hadley, MA (2009 - 2014)

Various positions across multiple stores

• Geek Squad (electronics technical support and repair)
• Financial Solutions
• Customer Service
• Computer Sales
• Level 1 and 2 support of customer devices
• Desktop and laptop sales and support
• Extensive experience with all aspects of Office 365, including heavy experience with Excel
• Extensive experience with upgrades of all Windows operating systems
• Ensuring appropriate Cybersecurity guidelines are met and maintained
• Experience with coding: HTML, CSS, XML, JSON files, SQL and R database management and searching, C, C++

Springfield College, Springfield, MA

Master of Education - 2009

University of Massachusetts, Amherst, Amherst, MA

Bachelor of Science in Mathematics – 2007