Patrick J. Wright, IT Professional

*** ******** ****** ********* **, 19426. 484-***-****, acxchw@r.postjobfree.com

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Professional Summary

Information technology professional with 10+ years responsible experience in IT Help

Desk Service Management. Proven expertise deriving root cause to customer reported

issues while meeting service level agreements (SLA). Excel at leading and mentoring

performance teams

WORK EXPERIENCE:

Unitek Global Services King of Prussia, PA (01/2010 9/2016)

IT / Manager

Engineer The Helpdesk Department

Saved Company Money by bringing Helpdesk back in-house from an outsourced

company.

Prevented an audit by Microsoft for licensing by moving all computers to Office

365 to better manage the license

Implementing Track-IT ticketing system configuring all options for customers to

choose.

Created SLAs

Standardized all computer equipment to better manage inventory and warranty

expirations.

Successfully engineered a companywide computer refresh across all 4 shared

service companies by replacing all out of warranty equipment and replaced them

with the new standards.

Created an onboarding process and policy so new hires equipment are ready on

their start date.

Negotiate vendor contracts that stay within company budget and meet companys

needs and receive a rebate for purchases.

Purchase IT tools and software needed for department to successfully do their

jobs.

Manage Helpdesk Department

Conduct performance reviews

Running status reports for upper management.

Manage helpdesk ticketing system

Head daily meetings

Scheduling and approving timecards

Coaching and preparing direct reports on career paths.

Purchasing computers and computer tools needed for team to do their jobs

effectively

Ensuring tickets are completed in accordance to companies SLAs

Hands on handling tickets, calls and Imagining computers for re-use

Point of escalation when needed.

Active directory accouns.

Project Management and Lead

Project lead on moving company from MS Office Standard to Office 365

Project lead on building Track-IT ticketing system and communicating to in-

house offices and field

Project lead on Computer Refresh for in-house and external customers.

Project lead on cubical and office set up for company relocation.

Project lead on Building a company Knowledge Base

Project lead on standardizing computer equipment for all business units.

Communicate effectively with C-level and Senior Management

Manage equipment asset inventory (i.e. desktops, laptops and peripheral devices)

Create email accounts via Rackspace and Exchange Servers and Hostway

Communicate new policies to internal and external customers.

Manage Equipment Procurement

STI Computer Services - Audubon, PA (02/2006 01/2010)

Desktop Support (For Medical Software Company)

Installation of Perfect Care, support and install Provides Desktop Support services such as

Sybase problem diagnosis and phone support to STI

Customers.

Work close to management and other

departments to provide maximum customer Escalate unresolved tickets using HDS Tech

service Notes to prospective departments and Road

Technicians

Provide remote support using Remote

desktop, PC Anywhere and VNC. Support Provide technical support for incidents

Network connectivity via TCP IP LAN and reported with printers, ID card scanners,

Remote, Terminal Server and VPN internet issues and all aspects with

computers.

Manage Active Directory user accounts

Configure and managed backup programs

Administrator of knowledge base warehouse

(i.e. Backup Assist and Stomp)

system

Support Vista, XP, 2000, Server 2003, 2008.

Aramark Corporation Philadelphia, PA (01/2001-02/2006)

Systems Support Specialist

Provided front-line customer services problem diagnosis and phone support to

ARAMARK employees,

Close calls on a first-call basis,

Managed call dispatching and call coordination

Contributed to the development and approval of problem resolution systems

Resolution Support Included:

Patrick J. Wright, IT Professional

342 Limerick Center Pottstown PA, 19426. 484-***-****, acxchw@r.postjobfree.com

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Supporting Windows NT network with Windows NT, Windows '98, Windows '95 XP and

o

2000 local and remote workstations and printers.

Assist with accessing email on MS Exchange servers using MS Outlook '98.2000, 2003,

o

reset passwords for network, dialer, mainframe

DOS Troubleshoot transmission of reports via FDC (FTP) for Aramark proprietary

o

software. Provided resolution, escalating unresolved tickets to prospective departments or

outsource company.

Decision One - Great Valley, PA (02/1999-01/2001)

Help Desk Tech Level 1 / System Monitor Repair Technician

Troubleshoot customers computer banking on line software, internet access and modem connection

problems. Troubleshoot and repair internal problems on monitor motherboard using electronic test

equipment.

EDUCATION

Associates Degree in Computer, Electronic System Technology

Computer Learning Center, Inc., Plymouth Meeting, PA

Midatlantic Employers Association (MEA) Certification

King of Prussia PA

Supervisor Basic+

Successful Communication +

Coaching Skills for Managers and Supervisors +

Contact this candidate