Eric Gallimore
Apple Certified Mac Technician
Memphis,TN
Summary
Experienced computer service technician with a comprehensive history in hardware and software troubleshooting with a specialty in Apple products. Extensive experience in customer relations, as well as providing endpoint solutions and training for both personal and professional technology needs, up to and including enterprise-level. Heavy emphasis in connecting with users, fostering healthy professional partnerships, and offering solutions to their issues that are personable and communicated with easy to understand explanations. Eager to demonstrate strong but flexible technical, learning, and leadership abilities in order to work with a dynamic St. Jude group while fostering the ideals and mission of both the company and team.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Lead Technical Support Specialist
St. Jude Children’s Research Hospital
Memphis, TN
12.2022 - Current
- Responsible for determining team projects and guiding efficacy of project strategies
- Built new ticketing reports and dashboards for team to be able to more efficiently address ticketing needs and areas of opportunity
- Collaborated with supervisors to escalate and address customer inquiries or technical issues, including for team members
- Lead initiative for and created new technician departmental training program and personally facilitated onboarding of said technicians
- Facilitated one-to-one meetings with team members to assist in ongoing development, including short and long-term goal setting and feedback
- Established new department-wide standardized software utilization to improve team computer and notation efficiency/standardization
- Determined best process and wrote supporting documentation for standardizing deployment of all types of new PC, Mac, and mobile technology at St. Jude
- Assisted with updating technical support best practices for use by team
Senior Technical Support Specialist
St. Jude Children's Research Hospital
Memphis, TN
08.2022 - 12.2022
- Worked with Endpoint software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped manage ongoing large-scale projects (i.e. retirement of MobileIron MDM software, old macOS operating systems, and Applecare for Enterprise).
- Implemented new open-office style support concept for Apple device troubleshooting and deployment.
- Managed all public-facing communication from Apple Support team, including tips and news, via internal Microsoft Yammer team page.
- Created formal training documentation and reference materials for new technicians.
- Facilitated ongoing training for fellow technicians, both in person and via group conference meetings.
- Created onboarding procedures and documentation for new employees to receive and configure their new technology on their first day.
- Wrote documentation defining technology onboarding procedures for new executives, and facilitated those setups personally.
- Standardized communication with support ticket holders and corresponding ticket records for Apple Support team utilizing pre-formatted templating and third party software.
Technical Support Specialist
St Jude Children's Research Hospital
Memphis, TN
06.2021 - 07.2022
- Supported diverse range of technical issues across multiple macOS and Windows OS systems for customers and end-users.
- Developed and implemented numerous new procedures for technology deployment and existing device troubleshooting.
- Assisted in application production testing and release alongside software team for bug identification and resolution
- Created technology support documentation for future reference and utilization by both technicians and standard users.
- Established new Apple Support Team and created RACI document helping define team duty differentiation.
Director of Technology
Our Lady of Perpetual Help Catholic Church
Germantown, TN
11.2017 - 06.2021
- Maintained/managed all Apple hardware, Chromebook hardware, Firewall, network switches and wireless APs, phone systems, NVR/camera units, AV equipment (including live-streaming setups), domain management, and Wordpress websites
- Responsible for acquisition and disposal of all campus technology, as well as all associated inventory documentation
- Established use of Google Workspace with multiple domains and managed all associated Google administrative duties
- Improved school education curriculum by proposing and implementing Google Classroom, 1 to 1 Chromebook distribution for upper grade students, and installing Promethean smartboards for all classrooms
- Wrote and managed contractual agreements for all teacher and student usage of company owned hardware, both on and off of campus
- Set up Apple School Manager/Jamf MDM and GoGuardian remote management for iPads and Chromebooks
- Eliminated superfluous costs in technology related billing and negotiated more efficient service contracts (including but not limited to up to 50% cost reduction or entire bill removal)
- Responsible for educating all 74 staff members and 65 upper grade students on both Apple and Google hardware/software ecosystems through regular training sessions
ACMT, Genius
Apple Inc
Germantown, TN
11.2010 - 11.2017
- Diagnosed and repaired Apple product hardware and software including: iOS devices, Mac, and Airport networking devices
- Certified in OSX and Mac hardware troubleshooting alongside numerous Mac models and electrical safety
- Resolved average of 45 to 60 technical appointments on daily basis
- Managed customer expectations by both explaining procedure and leveraging open communication with customers through repair ticket emails and calls
- Participated in and helped manage customer device repairs through internal ticketing and shared note troubleshooting up to and through resolution
- Improved internal note taking procedures for both iOS and Mac technicians by narrowing down recorded information to specific repeatable categories
- Was responsible for training all, resulting in 21, new mobile and mac technicians up to and through certification (ACiT and ACMT)
- Aided in hiring events with group interviews and advised management on new technician hiring
- Facilitated transition to new Apple Store and was responsible for building, organizing, and refining the "Genius Room" for technician repairs.
Education
Bachelor of Business Administration - Management
The University of Memphis
06.2008 - 06.2012
Skills
Customer Relationship Management
Strong Team Communication
Hardware & Software Troubleshooting
MacOS and iOS Proficiency
Windows Proficiency
Wordpress
MDM Solutions
Network Administration
Google Workspace Administration
Open Communication and Leadership
Timeline
Lead Technical Support Specialist
St. Jude Children’s Research Hospital
12.2022 - Current
Senior Technical Support Specialist
St. Jude Children's Research Hospital
08.2022 - 12.2022
Technical Support Specialist
St Jude Children's Research Hospital
06.2021 - 07.2022
Director of Technology
Our Lady of Perpetual Help Catholic Church
11.2017 - 06.2021
ACMT, Genius
Apple Inc
11.2010 - 11.2017
Bachelor of Business Administration - Management
The University of Memphis
06.2008 - 06.2012