Technical Support Customer Service
Resume:
PATRICK F. BRODERICK
Oak Park, IL 60302
Home: 708-***-****
Cell: 224-***-****
*********************@*****.***
SUMMARY
Information Technology professional with diversified industry experience. Expertise with desktop, network support and training. Recognized for strong problem solving and results driven outcomes. Proven track record of determining customer needs and exceeding expectations.
PROFESSIONAL TRAINING
A+ Certification
Introduction to Networking Certification
Intermediate Networking Certification
FEMA Continuity of Operations Certification, Emergency Management Institute
IT Security Awareness and Privacy Training Annual Certification
Microsoft Office 2010 Training Certification
Integrity in the Workplace
Configuring Hardware and Applications in Windows 7
Configuring Access to Resources in Windows 7
Configuring Network Connectivity in Windows 7
Configuring Mobile Computing in Windows 7
Windows 7 and Customer Service Requirements
Ethical Decision-making in the Workplace
Network Plus Certification Training (ongoing)
Dell Desktop and Laptop Repair Assessment Courses
TECHNICAL SKILLS
Operating Systems: Windows 10, Windows 8.1, Windows 7, Windows XP
Software/Databases: MS Office 2010 & 365 suites, Nortel Networks (IP-Sec), VPN, FTP, ZEN Works Imaging, Remedy Helpdesk Management, Service Now Helpdesk, Bomgar Support, Symantec Endpoint Encryption, Symantec Ghost, Norton Anti-Virus, McAfee Anti-virus, Ad Aware, Norton and McAfee encryption, Lotus Notes, Gmail, Argis Web Client, MaaS360, Lookout Mobile Security, Cisco IP Communicator, Cisco Anywhere Connect, Cisco Jabber, Airwatch, Good, MobileIron, Sharepoint, CrashPlan, MyApps
Hardware: Dell Optiplex Desktop PCs and Latitude laptops, Lenovo Thinkpad laptops, Hewlett-Packard PCs; Hewlett-Packard desktop and network printers, Polycom conference phones, Blackberry, Droid, Galaxy, Motorola Razr and iPhone phones as well as Galaxy and iPad tablets, VOIP telephones, Jabra headsets, ScreenBeam,
PROFESSIONAL EXPERIENCE
STRATA
YOH, A DAY & ZIMMERMANN COMPANY
CHICAGO, IL October, 2016–present
IT Support Specialist - Contractor
Key Deliverables: Provided technical support for Strata employees in the headquarters office
Provided on-location support for user’s hardware and software, including installing new software as well as trouble-shooting existing software and hardware problems
Created tickets for all issues handled on-site
Performed basic and advanced trouble-shooting for Dell desktops and laptops
Configured and deployed new and replacement Dell systems/hardware to user workstations
Upgraded hardware and software as needed
Scheduled user moves to different locations as needed then performed the moves
Supported network printers, from toner replacement to more involved troubleshooting
Set up system-specific headsets for digital as well as IP phones
Assisted users with issues with the headsets
Monitored conference room reservation pads and Polycom conference phones
Replaced internal components as needed for Dell laptops and desktops
Updated information databases for the data processing department
G.E. CAPITAL
COMPUCOM
CHICAGO, IL September, 2014–August, 2016
IT Support Specialist - Contractor
Key Deliverables: Provided technical support for the G.E. Capital Chicago office
Manned the local CompuCom techstation, providing on-location support for user’s hardware and software, including installing new software and trouble-shooting existing software and hardware problems
Create tickets for all issues brought to the techstation, whether handled on-site by another team
Performed basic and advanced trouble-shooting for Lenovo and Dell laptops
Configured and deployed new and replacement Dell or Lenovo systems/hardware to user workstations
Managed user password access with ARS, CompuCom’s preferred domain control application
Assisted users and visitors with network connectivity issues, including wireless network links
Set up Blackberry, Droid and iPhone phones, tablets and iPads
Trouble-shot issues with cellular devices
Monitored and adjusted inventory database, including loaner laptops, PCs and monitors
Provided assistance to CompuCom and GE Network Team as needed; assisting with system upgrades, troubleshooting and server migration
Assisted with inventory maintaining the store room database – recording deliveries and out-takes
UNITED STATES GENERAL SERVICES ADMINISTRATION
APEX SYSTEMS INC/ UNISYS SYSTEMS, INC/ CATAPULT TECHNOLOGY
CHICAGO, IL December, 2005-December, 2013
IT Support Specialist - Contractor
Key Deliverables: Provided technical support for the General Services Administration’s Midwest region offices
Configured and deployed new and replacement systems/hardware to user workstations
Set up Blackberry, Droid, Galaxy. Spectrum LG and Motorola Razr phones
Configured and installed VOIP phones where the supporting network was in place
Supplied and replaced network and local printer parts as needed
Provided 24-hour support as a member of the rotating local support on-call structure
Installed and tested new equipment, system images and hardware
Provided assistance to GSA Network Team as needed; assisting with system upgrades, troubleshooting and server migration
Assisted with region-wide inventory by recording, collating and updating necessary data of GSA hardware assets
Provided local assistance to Presidential Transition Team
Maintained and upgraded IT Training Room
Collaborated on the GSA Emergency Backup Network (COOP) hardware setup and deployment
EDUCATION
B.S. in Geology, Eastern Illinois University – Charleston, IL
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