Eric Sonsikoski
Oak Lawn
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 15 years of experience in Technical Support.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Machine Support Team Lead
Redbox Automated Retail
05.2018 - 07.2024
- Assisted in leading a team of technicians under direct supervisor, providing direction, coaching, and development to drive exceptional performance aligned with Redbox company metrics
- Ran weekly meetings and training review sessions with team supervisor and individually to update team and technicians on team goals, metrics, company/departmental initiatives, and areas of improvement
- Performed trouble ticket and phone quality audits to assure that technicians were performing in adherence to departmental expectations
- Contributed to employee engagement and recognition committee to foster a positive and rewarding working environment
- Identified improvement opportunities to existing policies and contributed to creating new departmental procedures
- Worked with other departments as needed to maintain efficient communication and drive existing and new process improvements
- Developed and distributed a weekly departmental newsletter to department staff, field management, and best practice engineers, ensuring effective communication and dissemination of important updates
- Remotely troubleshot Redbox rental kiosks and Amazon Lockers
- Windows 7/10, PC, software, touchscreen, EMV card reader, camera/barcode scanner, NetCloud remote router management, router setup, motor, circuit board, sensor, and various other issues
- Remote connections via Kaseya Remote Access Servers
- Remedy ticketing system.
Level 1 Machine Support Technician
Redbox Automated Retail
05.2009 - 05.2018
- Provided technical support to national Redbox field personnel in both team and solo roles, demonstrating autonomy and proficiency in problem-solving
- Utilized remote troubleshooting techniques to resolve hardware and software issues with Redbox kiosks, ensuring minimal downtime, and optimal functionality
- Effectively dispatched hardware and software-related issues to field supervisors for on-site resolution, maintaining clear communication channels, and timely resolution of technical issues
- Served as a mentor and trainer for fellow 3rd shift MS technicians, imparting knowledge and expertise in duty-related tasks and various lines of business within Redbox operations
- Consistently met departmental tech-based competencies and metrics
- Worked across multiple Redbox lines of business, showcasing adaptability and versatility in addressing a wide range of technical challenges and operational requirements
- Remotely troubleshot Redbox rental kiosks
- Windows 7/10, PC, software, touchscreen, EMV card reader, camera/barcode scanner, NetCloud remote router management, router setup, motor, circuit board, sensor, and various other issues
- Remote connections via Kaseya Remote Access Servers
- Remedy ticketing system.
Level 1 Machine Support Technician (Contractor)
Redbox Automated Retail via Lasalle Network
12.2008 - 05.2009
- Provided technical support to National Redbox field personnel in both team and solo roles, demonstrating autonomy and proficiency in problem-solving
- Utilized remote troubleshooting techniques to resolve hardware and software issues with Redbox kiosks, ensuring minimal downtime and optimal functionality
- Effectively dispatched hardware and software-related issues to field supervisors for on-site resolution, maintaining clear communication channels and timely resolution of technical issues.
Education
B.A. - Computer Studies
Saint Xavier University
Chicago, IllinoisA.A.S. - Internet Specialist
Moraine Valley Community College
Palos Hills, IllinoisSkills
- Team Leadership and Development
- Training and Coaching
- Technical Support
- Client Support
- Process Improvement
- Communication and Collaboration
- Problem-Solving
- Project Management
- Relationship Building
- Hardware troubleshooting
- Incident Management
- Team Collaboration
Certification
Network+ CompTIA Certification, Completed (older lifetime cert)
References
Available upon request
Timeline
Machine Support Team Lead
Redbox Automated Retail
05.2018 - 07.2024
Level 1 Machine Support Technician
Redbox Automated Retail
05.2009 - 05.2018
Level 1 Machine Support Technician (Contractor)
Redbox Automated Retail via Lasalle Network
12.2008 - 05.2009
B.A. - Computer Studies
Saint Xavier University
A.A.S. - Internet Specialist
Moraine Valley Community College
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