Erick McGrew
Glendale,AZ
Summary
Dedicated. Hardworking. Enthusiastic. My work ethic tells you that I have something I'm looking to prove, which is anything can be achieved with the right attitude and given the opportunity. Willing to relocate: Anywhere Authorized to work in the US for any employer
Overview
11
11
years of professional experience
Work History
Service Desk Analyst II
Community Medical Center
09.2022 - 12.2024
- Facilitated IT services for a major hospital group and independent doctors' practices.
- Handle inbound phone calls/emails/work orders, creating incident tickets for each interaction, and worked till resolution.
- Managed customer accounts utilizing software like Active Directory Users and Computers and Sailpoint.
- Deployed software packages to end-user systems using SCCM and Software Center.
- Resolved technical issues across various hardware types such as desktop computers, printers, IP phones, and thin clients using VMWare
Service Desk Analyst I
Gap Inc.
08.2020 - 09.2022
- Delivered technical support within help desk setting to Gap Inc. store employees.
- Supported and troubleshot hardware, networking, and software remotely through phone communication.
- Resolved issues with mobile devices, workstation computers, network equipment, printers, and host servers.
- Experience leading teams of analysts as assistant Team Lead
Premier Support Specialist
Asurion
08.2018 - 07.2021
- Delivered top-tier technical support to client (Verizon Wireless) customers.
- Increased revenue through strategic product and service suggestions.
- Consistently ranked in the top 5% of agents for performance metrics.
Technician/Technical Support
Vision Engraving & Routing Systems
09.2017 - 07.2018
- Facilitated customer interactions through sales, orders, and assistance.
- Delivered technical support to customers via spoken and written correspondence.
- Conducted diagnostic tests on customer machines to identify mechanical and electrical problems.
- Dismantled machines to identify root causes of malfunctions, and then repair as found necessary
Development Vehicle Operator
Uber Technologies Inc.
09.2016 - 12.2016
- Performed developmental testing for prototype autonomous vehicles.
- Collaborated daily with development technical teams and robotics engineers to communicate test findings.
Case Manager
TeleTech Inc.
09.2015 - 05.2016
- Delivered customer support and technical guidance to product users.
- Provided customer assistance through diverse channels including phone calls, email exchanges, and instant message correspondence
Software Analyst
Digital Dream Forge
08.2013 - 08.2015
- Completed various mobile software projects for top developers including Disney, Marvel Comics, D3 Publisher, Cartoon Network, and LucasArts.
- Oversaw significant projects by ensuring team competency and adherence to project deadlines
Education
Bachelor of Science - Information Technology
Collins College
Tempe, AZ01.2013
Skills
- Cisco VPN
- Active Directory
- DHCP
- Hardware Troubleshooting
- Remote Assistance
- Ticketing systems (ServiceNow/JIRA)
- Help Desk
- Service Desk
- EMR systems
- LAN
- TCP/IP
- Microsoft Exchange Admin Center
- VMWare Horizons
- Microsoft Office 365
- Citrix
- SQL/SQL Server Management
- MDM Systems (InTune)
- Powershell
Timeline
Service Desk Analyst II
Community Medical Center
09.2022 - 12.2024
Service Desk Analyst I
Gap Inc.
08.2020 - 09.2022
Premier Support Specialist
Asurion
08.2018 - 07.2021
Technician/Technical Support
Vision Engraving & Routing Systems
09.2017 - 07.2018
Development Vehicle Operator
Uber Technologies Inc.
09.2016 - 12.2016
Case Manager
TeleTech Inc.
09.2015 - 05.2016
Software Analyst
Digital Dream Forge
08.2013 - 08.2015
Bachelor of Science - Information Technology
Collins College
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