Eric Stramel Email & Phone Number

Denver, Colorado, United States

• Work and resolve all manner of tickets escalated by Level 1 Help Desk for both corporate and venue locations • Became the main point of contact for Executive Support for both Executives and their EAs• Assisted with Intune rollout for entire company nationwide for both Windows and Mac Devices• Assisted with testing and configuration and rollout of Intune Autopilot for both Windows and Mac systems• Constantly worked on creating and maintaining documentation for the Level 2 team

Denver, Colorado, United States

• Troubleshoot and support tickets for both Windows and Mac Operating Systems, Security Remediation Tickets, and various Project related tickets• Managed and Maintained the Personal Capital Jamf/Mac Environment, including Security Vulnerability Patching, Software Configuration/Testing and Managing the Self Service Portal• Implemented Zero Touch Deployments for both Windows and Mac laptops• Configured, deployed and maintained the entire Jamf infrastructure for our parent company, Empower• Assisted with creating and maintaining Mac/Jamf documentation• Trained fellow IT Specialists in new Jamf procedures and software

Greenwood Villiage, Co

• Troubleshoot and support both Windows and Mac Operating Systems• Responsible for providing support for senior level executives• Responsible for repairing and maintaining desktops and laptop equipment for multiple users across multiple departments• Maintaining ticket queue and balancing ticket priorities.• Handling of multiple tickets and remote sessions simultaneously• Managing special assigned cases and requests by supervisors.• Assisting with updating and maintaining a knowledge base to ensure proper documentation

Westminster, Co

• Responsible for repairing and maintaining desktops and network equipment for multiple users across multiple companies• Handling multiple inbound calls and multiple remote connections/repairs.• Handling of multiple tickets/repairs simultaneously. • Handling and ensuring customer satisfaction for ongoing issues or high priority issues. • Meeting appointment times and volume demands without fail.• Meeting or exceeding all metrics.• Assisting with policies and systems to improve team performance.• Handling special assigned cases and requests by supervisors. • Helping create and or update documentation for clients (audits, procedures, ect.)

Westminster, Co

• Handling multiple in bound phone calls.• Handling of multiple tickets/repairs. • Handling and ensuring customer satisfaction for ongoing issues.• Meeting appointment times and volume demands without fail.• Meeting and exceeding metrics• Documentation of repair methods and best practices.• Acting as stand-in team lead for managers in the event of absence

Wichita, Kansas Area

• Troubleshot issues with Windows operating system• Support of users for daily tasks in a variety of programs, including Microsoft Office, Internet Explorer and Windows• Supported users with both software and hardware, including printers, laptops and cellular phones• Managed tickets, tasks and calls efficiently to meet and exceed metrics