Eric Stefan

• Promoted to Level III position as recognition of technical ability, leadership, and reliability on the team.
• Collaborate with system administrators and assist with change requests, system patching, documentation, and CMMC-aligned initiatives.
• Take point on escalations and prioritize service desk workflows to ensure issue resolution and continuity of operations.
• Communicate directly with end users and engineers, maintaining a customer-focused approach while ensuring technical precision.
• Continue to contribute technical documentation and mentor junior technicians.

• Deployed and configured systems using standardized imaging tools, ensuring consistency and reliability across workstations.
• Maintained and tracked inventory to avoid shortages and delays in equipment provisioning.
• Collaborated with sysadmins to exempt lab-critical systems from auto-updates and scans to maintain system integrity.
• Authored technical documentation in Confluence for standard procedures and specialized setups.
• Served as primary IT contact for the Libera Project, ensuring high system uptime and immediate issue resolution.
• Analyzed ticket trends to proactively reduce recurring user issues and improve support delivery.
• Mentored junior staff and helped onboard new technicians, improving team performance and cohesion.

• Used ticketing systems to manage and process support actions and requests.
• Facilitated best user experience through continuous support and communication of system changes.
• Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
• Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
• Researched product and issue resolution tactics to address customer concerns.
• Attended regular client meetings to report project progress and address questions.

• Created, prepared and delivered reports to various departments.
• Prepared agendas and took notes at meetings to archive proceedings.
• Tracked and documented metrics, and evaluated trends.
• Standardized office structures and processes to promote collaboration and increased performance.
• Monitored employee and customer interactions to assess quality of service.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Coordinated 5 meetings per week by reserving conference rooms and sending electronic meeting invitations to participants.
• Delegated tasks to administrative support staff to organize and improve office efficiency.
• Interceded between employees during arguments and diffused tense situations.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Experience with Windows OS, macOS, Office 365, Active Directory, Android, iOS, ServiceNow, and Microsoft Intune/AutoPilot

• After four months on Service Desk, was promoted to Site Support
• Was promoted two more times within Site Support (IT Site Support Technician II and IT Site Support Technician III) in last two years

Responsibilities in Site Support:

• Provide desk side, front desk, and remote IT troubleshooting for staff members
• Provide laptops and peripherals
• Replace defective laptops and equipment
• Clean and refurbish laptops for redeployment
• Was promoted to Quality Assurance role within Site Support where I review technician tickets, analyze user surveys to determine how to improve services, and work at streamlining processes within department
• Experience with Windows OS, macOS, Office 365, Active Directory, Android, iOS, ServiceNow, and Microsoft Intune/AutoPilot

• Took phone calls from staff members and students to help them troubleshoot and resolve IT-related issues
• Experience with Windows OS, macOS, Office 365, Active Directory, Android, iOS, ServiceNow, and Microsoft Intune/AutoPilot