Erik J. Froelich

Telephone: 267∙246∙7430
erik.froelich@gmail.com
http://staff.philau.edu/froeliche

SKILLS

Real-World Technical Expertise Packaged with People Skills
• Instructional Design and Instructional Technology specializations
• Personnel Training and Management
• Knowledge Management
• Computer Repair and Maintenance
• Inventory Management
• Customer Service

EDUCATION

• Master of Science in Instructional Technology, Philadelphia University, 2009 (Expected Graduation)
• Bachelor of Science in Information Systems, Drexel University, 2004
• A+ Certification, CompTIA, 2007
• Certified Help Desk Professional, STI Knowledge, Zavata Inc., 2005
• Certified Track-It! Specialist and Administrator, Numara Software, Inc., 2005, 2006

WORK EXPERIENCE

Philadelphia University ∙ ∙ ∙ ∙ ∙ Philadelphia, PA

Help Desk Analyst, October 2004 – Present
Help Desk Manager in Interim, September-December 2005.

• Provide support and training for University information resources to all audiences.
  Support via phone, e-mail, remote support and in-person at various tiers.
• Create training and solution materials via multiple media directed at the entire university.
• Organize, supervise and deliver technical training workshops for internal & external audiences.
• Instruct all levels of staff, faculty and students using multimedia in a classroom.
• Interview, hire, train & supervise 40 student workers in Help Desk operations.
• Test, configure and maintain new computing software and hardware.
• Administer user registrations and accounts across all academic systems and networks.
• Administer help desk, course management and inventory software and consult Technical Support as needed.
• Additional responsibility for campus-wide telephone switchboard operations.

PQ Corporation ∙ ∙ ∙ ∙ ∙ Conshohocken, PA

Computer Operations Specialist/Knowledge Management, September 2001-July 2004

• Created and implemented multimedia training and materials.
• Maintained databases for library research.
• Facilitated electronic transfer of confidential archival records from legacy technology.
• Provided support for company-wide information resources at multiple locations.
  Supported via phone, e-mail, remote support and in-person at various tiers.
• Performed network administration, server maintenance, and corporate security duties.
• Upgraded, built, configured, maintained and repaired employee workstations.
• Ordered hardware and software.

Sears, Roebuck and Co. ∙ ∙ ∙ ∙ ∙ Upper Darby, PA

Sales Associate, June 1998-September 2003

• Trained and provided orientation for new Sears sales associates.
• Performed sales duties in Hardware and Paint Departments.
• Interfaced with customers at all points of sale via in-person and telephone consultations.
• Performed customer service and resolved customer complaints.
• Marketed items and set up promotional displays.
• Utilized computerized cash register to complete sales transactions.
• Reconciled cash and credit sales at end of shift.
• Completed inventory duties and replenished stock at required levels.
• Repaired department cash registers.

Independence Blue Cross ∙ ∙ ∙ ∙ ∙ Philadelphia, PA

Assistant Technical Training Specialist, September 2000-March 2001

• Instructed senior executives to entry-level staff using prescribed curricula in a classroom.
• Prepared training materials and distributed to appropriate-level employees.
• Provided technical assistance for new and experienced employees.
• Maintained training databases held by Blue Cross and by national training vendors.

PeopleSoft • SkillView • MS Access • Lotus Notes • SmartForce DB • MindLeaders DB
• Handled and resolved company-wide technical system problems.

VOLUNTEER AND COMMUNITY EXPERIENCE

Arthritis Foundation

Camp Counselor at Camp JRA, a camp for children with arthritis, 2005-2008

Volunteer at Arthritis Foundation Family Day and Holiday Parties, 2005-2007

Participant in Arthritis Foundation Jingle Bell Run

Easter Seals

Volunteer at various programs for Philadelphia and Delaware Counties, 2004-2008

Other Opportunities

Leukemia & Lymphoma Society

March of Dimes

REFERENCES

Jeffrey C. Cepull

Vice President for Information Resources and CIO, Philadelphia University

215∙951∙2516 ∙ ∙ ∙ ∙ ∙ CepullJ@PhilaU.edu

Pia J. Roper

Manager, Technology Help Desk, Philadelphia University

215∙951∙5382 ∙ ∙ ∙ ∙ ∙ RoperP@PhilaU.edu

Dori A. Whitehurst

Manager, Information Services Center, PQ Corporation

610∙651∙4629 ∙ ∙ ∙ ∙ ∙ Dori.Whitehurst@PQCorp.com