Customer Service Help Desk

Brian F Patarich

**** **** **

Boulder, CO *****-2279

*.********@*****.***

303-***-****

PROFILE

Tier I Help Desk & Swing Shift Computer Operator possessing the proven

ability to communicate effectively with end-users and co-workers in

order to analyze and solve complex problems. Detail oriented,

reliable, an independent thinker who is seeking a dynamic organization

that demands more than a "paper pusher".

SKILLS

Technical

PC Software: Microsoft Access, Microsoft Word, Microsoft Excel,

Microsoft Outlook, Microsoft PowerPoint

Ticketing System: Front Range Solutions HEAT PowerDesk

Utilities: Insight MacroExpress, WS FTP, Softwise PR-Tracker,

SAGACertify Toolkit

Operating Systems: Windows (2000, XP, Vista), DOS, UNIX,

Macintosh, Solaris 8

Provisioning: Active Directory (OU, Groups), Citrix, ElectricM@il,

Meditech (Magic, LSS, Client/Server)

Programming: COBOL, NATURAL, NATURAL Construct, MVS/JCL,

TSO/ISPF, DOS VSE/JCL, CMS

Analysis: COBOL, NATURAL, JCL, Visual Basic, JAVA

Internet: HTML, Adobe Photoshop, Adobe Pagemill, Dreamweaver,

Fireworks

Tier I Help Desk/Customer Service

. Supported 2,400+ users on 3 main campuses, 8 clinics, 9

laboratories and over 65 doctor's offices.

. Troubleshot network problems using DNS TCP/IP commands

from command line.

. Reset end-user passwords after verifying remote identity.

. Demonstrated skill in phone and email etiquette.

. Established contact with end-users to quickly resolve computer

problems.

. Provided timely support for 20+ end-users per hour through

telephone/email help desk.

. Obtained information from end-users to supply an immediate

computer problem resolution if possible or escalate as needed.

. Attained in-depth knowledge of FRS HEAT ticketing system and

tracking software.

. Made sound decisions under stress.

. Generated detailed problem reports & provided verbal continuity

between shifts.

. Monitored and operated networking, data storage/backup and

computing system.

. Gained working knowledge of routers, switches, modems, and

gateways.

. Operated small, medium and large-scale computer systems.

. Wrote, read and comprehended complex manuals and documents.

. Followed instructions, both verbal and written.

PROFESSIONAL EXPERIENCE

Boulder Community Hospital, Boulder, CO Jan 2004

- Oct 2009

Technical Support Analyst I / Swing Shift Computer Operator

Answered help desk phone; resolved minor hardware/software problems,

escalated and routed problems to appropriate personnel following

hospital protocol; entered problems & solutions into FRS HEAT

PowerDesk ticketing system; developed, wrote and revised operations,

trouble-shooting & standard problem solution documents; ran and

distributed daily and monthly senior management reports; trained end-

users and new operators; provided continuity between shifts; developed

and maintained system tools (macros, logs, etc.); monitored server

activity; launched computer processes & programs; labeled, mounted &

monitored backup tapes.

EDUCATION

Bachelor of Science, Business, University of Colorado, Boulder, CO

Course Work

. Windows Server 2008 Network Infrastructure

and Application Platform

. Solaris System Administration I & II

. Visual Basic

. Microsoft Word

. Microsoft Access

. Microsoft Excel

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