Information Technology Technical Support
Resume:
PATRICIA HILL
CONTACT
PHONE:
EMAIL:
**********@*****.***
QUALIFICATIONS
CompTIA Security Plus
Advanced Software Developer Certificate
Certification in Database Administration
ITILv3 Foundations Certification
HDI Certification
Secret Clearance
EDUCATION
University of Phoenix
March 2017-July 2018
Associate Information Technology
3.9 GPA
University of Phoenix
July 2018-July 2020
Bachelor of Science in Information Technology
3.8 GPA
HONORS
Epsilon Pi Tau (Top 30% of Class)
International Honor Society of Technology
National Society of Collegiate Scholars
National Society of leadership & Success
Golden Key International Honor Society
Million Women Mentorship
SKILLS
•Expert in Microsoft office (Microsoft Word, Excel, Outlook, PowerPoint, Access & Publisher
•Highly competitive self-started who is organized, disciplined and goal oriented
•Excellent written and oral communication skills demonstrated by ability to work with people of diverse backgrounds
•Expert listening skills to determine the needs of customers before offering resolution
•Meets deadlines, and sets priorities
•Trained others in the use of applications and in technical support methods
•Proficient with ability to translate complex ideas and processes into technical facts or communicate non-technical presentation
•Expertise in managing customer service environment and staff
•Skilled with the ability to research, analyze and interpret complex data and reports
WORK EXPERIENCE
Caci
January 2024-Current
IT Computer Tech
Assist analyst with tickets, questions, and training.
work on tier 2 tickets through self-serve or that were escalated.
Managed a group of 10 Analysts.
Mental Health Association of Oklahoma
March 2022-June 2023
IT Specialist
Administered asset management, account and contract management, weekly IT Orientation training for new hires, and the development and implementation of training materials.
Assists with end-user creation and termination, including administration, security, and management for all database and business productivity tools including Active Directory, ConnectWise, Nitenite, Google Admin, Azure, Zix Secure and Scale Fusion.
Assists in the deployment, installation, monitoring, maintenance, development, upgrade, and support of all end user hardware and network setup/maintenance of various organizations buildings.
Chickasaw Nation industries, 72SCOSC
July 2021-March 2022
Tier 2 Etools Support
Managed and administered the upgrade of the current desktop configuration on 2,200 Etool computers for 30 different buildings.
Imaged over 400 new systems that included various models such as: Dell, Panasonic, Durabook, and Getac. All imaged with various software depending on building and different base standards.
Maintained and modified network nodes via MS Directory Replication Agent. Reimaged and updated computers to the maximized security baseline.
Provided prompt remote and onsite support. Fluent in writing batch files.
Chickasaw Nation industries, 72SCOSC
March 2021- June 2021
Technical Support Representative
Proficiently configured and coordinated computer hardware and software, email, printers, file share rights requests, and MS Office software troubleshooting and installs, reconfigured printers via the embedded web server.
Modified network nodes via MS Directory Replication Agent. Reimaged and updated computers to the security baseline. Provided prompt remote and onsite support.
Programed and managed the upgrading of the current desktop configurations on approximately 20,000 computers.
Dell Federal Services
March 2014- Jan 2016
Technical Support Representative
Provided technical support for 11,000 Government Service Administration employees remotely troubleshooted on computers, printers, file and print servers, blackberry cell phones, Samsung, iPad, and iPhone.
Managed and maintained SLA while verifying accounts for completeness, update/add/edit or disable users in Active Directory NetIQ, Actividenity and, cisco prime.
Utilized Web-based programs (Microsoft Office, SQL, Active Directory ect.) to update records.
Dell
April 2013-March 2014
Services Inside Product Specialist ll
Managed and responsible for a team of 12-15 sales representatives to ensure warranty and services goals were meet with business customers. Coordinated and evaluated the recommend enterprise solutions that align with customer's true business needs.
Communicated closely with customers to maintain long term relations by providing technical and administrative services through emails and outbound calls.
Evaluated, explained, and recommend technical enterprise solutions that align with customer's business needs to utilize Dell as a competitive and complete solution.
Dell
March 2010-April 2013
Client/SMB Technical Support Specialist
Provided Technical support for 18,000 ADT Security Services businesses and call centers employees. Remotely troubleshooted computers, printers, file, and print servers running server 2007, blackberry cell phones, iPad and iPhone.
Daily maintained active directory environment, exchange creations and VPN issues.
Overseen and assisted access to various applications, general application administration, troubleshooting and testing applications, while maintaining KPI’s.
Dell
May 2007-March 2010
Senior Project Specialist
Consulted, marketed and managed additional products and services to existing and potential businesses while receiving average of 30 inbound calls a day and meeting monthly sales goals of $50,000.
Examined client issues and resolved them by coordinating and communicating with technical support representatives and software specialist.
Continuously remained in touch with the latest in technology and constantly updating hardware and software with existing businesses.
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