DAVID ECCLESTON
Brooklyn
Summary
Dynamic IT Support Technician with a proven track record at Kaseya, enhancing ticket resolution efficiency by 25% through effective documentation and client training. Skilled in Google Workspace and SaaS troubleshooting, Skilled in innovative problem-solving and enhancing client interactions for optimal satisfaction, ensuring robust cybersecurity and seamless user experiences across diverse environments.
Overview
7
7
years of professional experience
Work History
IT Support Technician
Kaseya
11.2023 - 05.2025
- Led Zoom provisioning, rollout, and support along with Google Workspace and Microsoft 365
- Administered Datto backups and handled time-sensitive data recovery with accuracy
- Managed user access via Okta, enforced MFA policies, and troubleshot SSO-related issues
- Cut ticket resolution time by 25% through clear documentation and client training
- Resolved SaaS issues across Windows/macOS environments for multiple clients
Technical Support Specialist
Serverli
11.2021 - 05.2023
- Streamlined asset management systems, ensuring accurate hardware tracking and compliance
- Deployed and maintained devices using JAMF and Intune, improving onboarding efficiency by 40%
- Managed support queues in ConnectWise and Zendesk, maintaining 95% satisfaction ratings
- Supported managed infrastructure solutions, including backup, disaster recovery, and proactive endpoint protection
- Monitored and maintained security systems such as access control and AI-driven video surveillance, ensuring reliable and compliant operations
- Assisted in implementing advanced authentication methods – SSO, MFA, biometric access) to strengthen client security posture
- Collaborated with clients on consultative assessments, identifying risks and recommending improvements to IT infrastructure and security
- Contributed to infrastructure & operations management services (e.g., Disaster Recovery as a Service, SOCaaS), ensuring business continuity and scalable support
Customer Service Representative
Walgreens
09.2018 - 11.2021
- Delivered exceptional customer service by assisting an average of 80–100 customers daily, addressing inquiries, resolving complaints, and ensuring a positive shopping experience.
- Processed cash, credit, and digital transactions accurately, maintaining a 99% accuracy rate in handling payments and register balancing.
- Supported pharmacy operations by answering prescription-related questions, coordinating refills, and guiding customers through store programs.
- Increased customer satisfaction by recommending store promotions and loyalty programs, contributing to a 15% growth in rewards sign-ups within the store.
- Maintained clean, organized, and well-stocked shelves, improving product visibility and enhancing the overall shopping experience.
- Recognized by management for strong teamwork, reliability, and consistently exceeding performance targets.
- Assisted customers with product selection and inquiries.
- Handled customer complaints and resolved issues effectively.
- Processed transactions accurately using point-of-sale systems.
- Maintained clean and organized store environment for customers.
- Educated customers on promotions and loyalty programs.
- Collaborated with team members to improve service quality.
- Managed inventory levels and restocked shelves as needed.
- Trained new staff on customer service best practices.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
Education
High School Diploma -
East Ridge High School
Clermont, FL05-2016
Skills
- Cybersecurity skills
- Rapid learner
- Google Workspace tools
- Help desk services
- InTune configuration
- Client consultations
- Zoom provisioning
- Google Workspace
- SaaS troubleshooting
- Datto backups
- Device deployment
- Support ticketing
- Problem solving
- Customer engagement
- Linux expertise
- Mac OS proficiency
- Microsoft 365 applications
- Okta solutions
- React programming
- Robotics systems
- ServiceNow platform use
- SSO technology use
- ZenDesk support
- iOS and Zoom
- Time management
- Team collaboration
- Effective communication
- Security awareness
- Wireless networking
- Virtualization technologies
- Data backup management
- Ticketing system experience
- Advanced troubleshooting
- Operating system support
- Application support
- Mobile device management
- Network administration
- Server maintenance
- Remote desktop support
Languages
English, Advanced
Timeline
IT Support Technician
Kaseya
11.2023 - 05.2025
Technical Support Specialist
Serverli
11.2021 - 05.2023
Customer Service Representative
Walgreens
09.2018 - 11.2021
High School Diploma -
East Ridge High School