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Support Office

United States
September 06, 2018

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Thomas Patterson Newcastle, WA ***** 425-***-****

High-performance leader with cutting-edge technical skills


High-impact performance-driven IT management support professional with a record of elevating service delivery and achieving high technical performance. Strengths include team building, designing, implementing, and upgrading a variety of hardware and software. Possesses expert diagnostic and analytical skills. Experienced problem solver able to urgently resolve software and network performance issues, ensuring service sustainability and business continuity. Thrives in a fast-paced, deadline-driven environment while being attentive to details and conscious of time.


IT Infrastructure Maintenance Real-time Network Security Communications Training Team Building Quality Assurance Time Management Problem Solving Abilities MS Windows/Mac OSX System Backup/Recovery Data Backup/Retrieval Diagnostic Skills Network Maintenance System Upgrades Remote Access Technology Website/Portal Monitoring MS Office Suite Google Suite Administration IOS & Android Support VPN Cisco AnyConnect VPN Ticket Tracking Systems SharePoint Cisco VOIP, Local/LAN Printers Slack Active Directory Troubleshooting SaaS Ghost PXE Cloud-based Application Support Office 365 Administration and Support Microsoft Azure administration and support


Manager Technical Support HTC May 2013 to Present

Manages U.S. based IT operations with a team of 5; supports users in a dual Microsoft Windows/Mac OSX environment.

Created documentation and provides ongoing end-user training; maintains VOIP phones and voice-mail using in-house software.

Improved new computer setup time for software imaging; reduced from two days to 4 hours.

Traveled to remote offices; improved successful execution rate by 10% for new projects and updated processes.

Implemented effective troubleshooting resulting in a 72% improvement in customer satisfaction.

Conducted an asset inventory audit; tracked 500+ assets; in 6 months had a 98% accountability of all assets.

Decreased new employee tickets by 20%; improved monthly IT orientations for new employees.

Migrated 300+ users to MS Office 365.

Two-time Presidential Awards winner.

IT Operations Support Lead Colliers International June 2011 to April 2013

Led infrastructure operations for offices; partners; and affiliates; member of a 3-person team.

Over a 3-month period, implemented MS Office 365 for all employees.

Saved the company $500K with vendors who were not doing adequate work; terminated contracts.

Fine-tuned hardware and software; addressed networking issues.

Handled advanced technical problems as a 2nd level support to remote users using Go to Assist Cloud based support.

Technical Support Engineer Virtuoso January 2008 to April 2011

Supported staff in-house and remote; Windows and Mac environment.

Performed software and hardware installations; adds; moves; and changes.

Conducted troubleshooting regarding hardware and software issues.

Created an onboarding plan for new hires; included documentation for their passwords and accounts; various default systems they needed to use right away; recognized by President and CEO for building morale.

Provided user training on Windows-based and Mac-based programs; mobile devices, printers; and VOIP.


Bachelor of Arts Degree, Health Science, Ethics, Youngstown State University, Youngstown, OH

Comptia A+ Certification

Comptia N+ Certification

U.S. Navy Veteran Information Systems Technician

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