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Lovie Eckhardt

@lovieeckhardt

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I resolve enterprise IT incidents, manage service desk queues, and improve customer support outcomes.

United States

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What I'm looking for

I'm seeking a full-time IT support role where I can solve technical problems, support customers and teams, continuously learn new technology, and contribute ideas that improve service excellence.

At Speedway, I provide remote technical assistance for enterprise systems, hardware, platforms, and web-based applications while managing ticket queues, workload distribution, and SLA compliance.

I troubleshoot hardware, network, and software issues, coach customers on self-service tools, and collaborate with service desk agents and queue managers. I progressed from temporary Queue Manager to permanent and Lead Queue Manager, trained new hires, and received multiple commendations within my first year.

Previously at H&R Block, I supported employees and franchises with Windows 10 workstations, routers, switches, remote-access tools, printers, scanners, and POS systems. I was recognized company-wide for field work, produced example-quality reports, and resolved most issues well within SLA.

I also assembled, configured, inspected, and repaired PCs at Sage Sustainable Electronics with zero-defect builds. I’m motivated to keep learning in IT and helping people solve technical problems.

Experience

Work history, roles, and key accomplishments

Current

Enterprise Service Desk Queue Manager

Current

Speedway

May 2024 - Present (2 years 5 months)

Provided technical assistance and troubleshooting for Enterprise systems by remotely connecting to equipment and accessing web-based applications. Managed ticket queues, workload distribution, and SLA compliance to ensure timely resolutions.

Technical Support Troubleshooting Remote Support Service Desk Management SLA Compliance Ticket Management Customer Service Knowledge Base Teamwork

Field Support Tech IFA - S

H&R Block

Nov 2023 - May 2024 (6 months)

Provided hardware, software, and technical support to employees and franchises. Performed Tier 1 and Tier 2 troubleshooting and supported various systems including Windows 10, Dell, HP, and remote access tools.

Hardware Support Software support Tier 1 Troubleshooting Tier 2 Troubleshooting Windows 10 Oracle Systems HP Systems Remote Access VMWare Horizon Microsoft Teams Salesforce TeamWherx Lexmark Printers Kodak Scanners Verifone MagTek

PC Assembly and Repair Technician

Sage Sustainable Electronics

Apr 2023 - Oct 2023 (6 months)

Assembled base computer components into finished operational PCs and performed upgrades. Installed operating systems and assisted with inventory control, maintaining zero defects in builds.

PC Assembly PC Repair Operating System Installation Inventory Control Quality inspection Troubleshooting Data Entry ERP

Plumbing Service Consultant

The Eco Plumbers

Jan 2022 - May 2022 (4 months)

Worked as part of a team to demonstrate technical competency and exceed customer expectations. Provided descriptions of diagnosed problems and solutions to customers, and obtained agreement for services.

Customer Service Problem Solving Technical Communication Teamwork Quality Assurance

State Tested Nurse Aide (STNA)

The Oaks of West Kettering

Mar 2019 - Dec 2021 (2 years 9 months)

Provided support services for nurses including bathing patients, changing linens, and monitoring vital signs. Assisted with wound cleaning, dressing, and patient transport.

Patient Care Vital Signs Monitoring Wound Care Patient Transport Healthcare Collaboration

State Tested Nurse Aide (STNA)

Trinity Community of Fairborn

Mar 2019 - Dec 2021 (2 years 9 months)

Provided support services for nurses including bathing patients, changing linens, and monitoring vital signs. Assisted with wound cleaning, dressing, and patient transport.

Patient Care Vital Signs Monitoring Wound Care Patient Transport Healthcare Collaboration