Nordstrom

Support customers across multiple channels, with a focus on providing excellent customer experience to employees. Also have a wide range of responsibilities ranging from in store support, Service Desk support and backend monitoring of systems and applications.

Spearheaded improving Service Desk response to Mac related calls and conducted training to improve Mac issue resolution at the Service Desk level.

Service Desk Technician

Platform Science

Consultant on various IT aspects. Provided guidance on MDM solution (JAMF) for managing 100+ Apple laptops, iPads and Apple TV devices. Implemented Zoom room meeting spaces for collaboration efforts. Was responsible for managing all IT devices and infrastructure.

IT Consultant

Daymon

Providing support to Costco warehouses and internal corporate employees including on-site and remote installation support of Windows 10 systems. Staging/imaging new hardware including laptops, desktops and tablet devices. Also utilized Zendesk ticket system for tracking issue/problem resolution and working escalated issues from tier 1 help desk team.

IT Support Analyst III

ServiceNow

Provide world-class customer service and professionalism to 900 employees in the San Diego office. Use strong understanding of macOS, iOS, Cisco phone systems, Active Directory and other systems to resolve issues both in person and remotely. Also work with other remote users in North America region in home and remote office locations. Set up new user equipment, desk setups and the IT intro at new hire orientation. Perform weekly conference room sweeps to proactively work issues with both A/V and Telepresence equipment. Work environment includes both phone queue duties as well as working in our Tech Lounge walk up center in San Diego.

-- Mac/iOS knowledge (used in an 80% Mac 20% Win environment)
-- Casper Suite/JAMF Pro administration to end users
-- Cisco IP Telephony systems and software products
-- Mac certified (ASA and ACSP)
-- Remote management systems (Bomgar, Webex, etc)

Sr IT Support Specialist

Illumina

Working desk side tickets to provide hardware and software break/fix solutions to 4,000 employees. Experienced in troubleshooting Windows as well as Apple Macintosh laptop systems. Responsible for all mobility tickets that are routed to the service desk, this includes ordering replacement and new mobile devices as well as setting up and troubleshooting Airwatch MDM and Okta multi-factor software and solutions on iOS and Android devices.

-- Mac/iOS knowledge
-- Cisco products (WebEx, Anyconnect VPN, Jabber)
-- SMC console for software distribution
-- Asentinel mobile device provisioning system

IT Support Specialist

Qualcomm

Answered incoming calls from a variety of employees from Consultants up to Vice Presidents of Qualcomm and assisted with various issues regarding Windows troubleshooting, Office/Outlook issues, remote VPN connectivity, and other technical issues.

-- Administered Active Directory and Unix user access.
-- Exposure to ITIL standards
-- Unix shell issues.
-- Software troubleshooting on Windows and Macintosh PC’s.
-- Apple expertise.
-- Consistently met call performance metrics.

IT Support Analyst

PETCO Animal Supplies, Inc.

Acting Store Systems manager during off hours operations. Managed call center staff and ensured smooth operation of help desk on second shift (1pm-10pm). Monitored the three buildings on Petco’s corporate headquarters campus for data center alarms and building alarms.This included maintaining environmental controls for data centers and A/C units.

-- Acted as liaison for PC/data center technicians escorting them to/from Petco’s campus data centers during second shift.

-- Directed store staff in keeping over 900 Petco retail stores’ Point of Sale systems up and functioning during business hours.

-- Executed reflag of sales data and remote fixes on store systems after hours.

-- Resolved issues with local and WAN connectivity for Petco stores connecting back to corporate systems.

-- Configured and shipped servers to Petco stores from corporate headquarters.

Sr. Store Systems Specialist

Team oriented Senior IT Support Analyst with over 20 years of experience. Well versed in technical customer service and call center operations. Deep experience in troubleshooting Windows as well as macOS and iOS systems. Background includes working in a senior IT support role of a call center at a major San Diego corporation for over two years.

My current focus is on continuing as an IT Consultant for small to medium size businesses looking to improve their use of Apple technology.

Taplio

Eric Dickson's Linkedin Analytics

Eric Dickson

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Eric Dickson's Linkedin Analytics

Eric Dickson

Want to drive more opportunities from LinkedIn?

Eric Dickson's Linkedin Analytics