Eric Learman Email & Phone Number

Milwaukee, Wisconsin, United States

Ann Arbor, MI

• Responsible for all aspects of infrastructure/service and delivery team supporting over 450 individual users/computers, across 3 states and 7 sites, including remote sales employees all across the country and the globe
• Ensuring service requests are handled in a timely manner, issues are resolved, and documentation updated, as needed
• Manage and maintain all server and workstation updates, along with documenting any issues arising from updates or conflicts with certain hardware/software used for production purposes
• Ensure and test proper backups of not only Windows and Linux servers, but also ERP system running on IBM AS/400
• Ensure all backups properly replicate to offsite replication storage, Microsoft Azure Blob
• Ensure proper usage and leverage of Azure resources, from hosted servers to Azure Blob Storage

Northville, MI

• Assign tickets to Service Desk Engineers based on workload, skills, and familiarity with the customer
• Act as first level of escalation for Service Desk Engineers supporting over 70 companies, with over 1,700 workstations and servers, and over 3,000 different users
• Maintain documentation inside IT Glue to ensure necessary information is available to all levels of support technicians
• Review customers monthly with Service Desk Manager to identify patterns and seek tools for quicker resolution and reducing ticket count, response times, and time to resolution
• Identify and present training items at departmental meetings monthly
• Collaborate on major infrastructure changes with Professional Services department to ensure smooth transition and that all documentation is available for Service Desk to provide best in class support

Sturtevant, WI

• Managed Active Directory for two different companies operating within one shared physical network
• Sole in-house technical support for over 100 users and 65 computers, along with various specialty equipment
• Complete overhaul of Group Policy and user permissions to fall within Microsoft Best Practices
• Configuration and management of Cisco CCME VoIP phone system, with CUE voicemail module
• Configured Cisco Catalyst switches for voice VLAN and to provide power to Cisco phones
• Implemented new PRI to allow for direct-dial lines and in-house conference calling capabilities

Waterford, WI

• Oversaw First Level Technicians and assisted in the support of approximately 350 users and 125 workstations
• 6-month evaluation of Microsoft SCCM, including system monitoring and deployment
• Completely rewired of entire facility with Cat 6 wiring and managed gigabit Ethernet switches, including termination of fiber optic cable between hub switch and spoke switches, punching patch panels, and vLANs
• Setup new router with Vyatta software and web filtering with Untangle, including site-to-site VPN tunnels
• Setup Server 2012 R2 Remote Desktop Server for users to have access to network resources
• Configured an FTP server and Nagios Network Monitoring server on CentOS Linux

Bachelor’S Degree, Information Technology

Coursework in business system development and analysis, project planning and implementation, network security, Java programming, web.

Diploma, Microsoft Windows Networking Technology

In-depth classroom based education focused on combining text based learning and real world implementation of technology. Operating.