Jacob Dickson Email & Phone Number

San Francisco Bay Area

Sydney, New South Wales, Australia

In November 2022, I moved to Sydney to aid in building a new team in Australia to achieve a business initiative to have a team of engineers to cover the APAC region. Key Achievements: By making the move to Sydney, Verkada were able to have engineers available to support our customer base 24/7.Founded team and grew region to include 6 Engineers.I was the point of contact in APAC for customer escalations.Heavily assisted Verkada Account Executives with pre-sales technical solutions to aid in growing Verkada's enterprise customer base in APAC.

London, United Kingdom

In October 2022 I was promoted to the role of Senior Engineer in the EMEA team.As a Senior Engineer, I have the following responsibilities:- Expert knowledge of the Verkada platform for Technology Resilience, Cloud Migrations and Product releases.- Working with the Verkada Product Team to continually improve the Verkada Product Line to deliver better product functionality to end customers, including communicating client feature requests and reported global system wide issues, whilst setting priority of such issues.- Responsible for delivering tailored training on the Verkada Platform to new and existing engineers.- Managing Senior Stakeholders on both the client side and internally to ensure expectations are managed and product solutions are delivered. Risks and issues are communicated in a timely manner and escalations are raised where necessary.- Assisting with delivering and amending bespoke integrations to Verkada clients.- Work closely with the Verkada Engineering Team to report and resolve system wide bugs from all Products in the Verkada portfolio.- Technical point of contact for the Verkada Pre-Sales team to deliver technical solutions to customer environments and engage with Verkada Account Executives to help resolve new issues raised on existing customer installs.- Matrix management of resourcing from product, engineering and Verkada’s broader professional service teams to secure resources required to deliver solutions to client issues.- Working with Solution Engineers to deliver, scope and where necessary deliver issue resolution to custom integrations.- Facilitating client meetings, working sessions, weekly updates, setting communication candences and connecting internal and external resources together.

London, United Kingdom

Responsible for supporting the entire Verkada product line, including all Verkada cameras, Access Control systems, Alarms, Environmental Sensors, Viewing Stations, and the Verkada Command platform where all Verkada devices are managed. Further responsibilities include implementing Verkada customer facing product documentation, new hire training and support troubleshooting guides. As a key responsibility is to drive customer issues to resolution, case work requires managing key stakeholders, including organising communication between the end customer, Account Executives, Pre-Sales Engineers and the Verkada Product Team.

London, United Kingdom

After 16 months as a network engineer, I was promoted to a Senior Engineer within the Meraki support team.The primary role of this promotion meant I was promoted to the S0/1 support team, the highest touch team within Meraki Support. This meant I was responsible for supporting Meraki's largest customers and therefore advising and troubleshooting larger more complex networks and problems.Whilst continuing my responsibility of supporting the full Meraki stack, this promotion meant I was responsible for being an engineer which engaged on projects external to the main job role, such as implementing training for the global support team and identifying new processes to improve the day to day workflow of the support team.Furthermore, I was responsible for providing advice to fellow engineers on how to how to handle specific customer issues and provide troubleshooting methodologies for different problem. Also, I was responsible for helping to train new hire engineers.

London, United Kingdom

- Provide support for the full Cisco Meraki stack of products and technologies (MX firewall appliances/MS Switches/MR Access Points/MV Smart Cameras/MDM Systems Manager/ Meraki Dashboard).- Support provided for customer networks of all sizes.- Troubleshooting technologies include L2/L3, OSPF/BGP, Policy Based Routing, IPSEC/L2TP VPN, 802.11b/g/n/ac/ax, RF, Authentication (802.1X, AD).- Maintained communication across different departments in Cisco and Cisco Meraki to drive customer solutions, including the Sales, Customer Success, Escalations/ Support Product Specialist, Engineering, Operations and Returns teams.- Responsible for the implementation of Cisco Meraki supports training material on IPv6.- Experienced Wireshark user with a good understanding of protocol traffic flows.- Contributed to team learning by writing documentation for customers and the internal support team, plus created and presented presentations on various technologies supported by Cisco Meraki engineers.- Regularly worked extra shifts on a weekend to help Cisco Meraki have support engineers ready to serve customers around the clock, as on weekends Meraki Support operates at a much reduced capacity.

London, United Kingdom

During my industrial placement year at Debenhams Head Office, I gained experience in various roles contributing to several different projects, these experiences included: - Project Management: In the final months of my industrial placement year, I assumed a Junior Project Management role on Debenhams’ Warehouse Design project. During this experience, I managed substantial operations within the infrastructure elements of the project, including removing the risk of single points of failure on the warehouse’s internal network, managing the installation of new universal power supplies to the newly configured cabinets within the warehouse, and oversee major network upgrades to improve the networks throughput and stability. - Business Analysis and Development: During my time working across various projects, I worked as a Business Analyst to gather technical requirements and solutions to different issues. I also led the development of a timesheet submission portal to replace a decommissioned system, this required gathering research from a range of sources and stakeholders to identify business requirements and a successful solution. - Technical Architecture: This experience primarily consisted of working within a team of solution designers conducting application remediation on a £10 million data centre disaster recovery project with the goal of delivering a plan to replicate Debenhams’ critical trading applications into a new data centre for day one disaster recovery.

Carlisle, United Kingdom

During my role as a Sales Associate at Staples, my primary role involved selling computer systems, cables and peripheral devices to a range of consumers and local businesses. As a result, it was a necessity to have good knowledge of all of the different systems and devices which we sold. Key responsibilities of the role included managing the range of systems in the store, answering and explaining customer queries based on the different systems and products we sold, and advising consumers on systems required, based on the customers’ requirements and personal circumstances. This role also involved working as technical support for customers that endured difficulties on computing/ Networking devices and peripheral devices/ cables they had purchased.

Carlisle, United Kingdom

Role responsibilities involved serving food efficiently and to a high standard, cleaning store, abiding to food laws and regulations, stock management, customer service, processing customer orders, store finance management, and dealing with customer concerns and queries.