Technician Customer Service
Resume:
Patrick Barnett
IT Support Services Technician
Biloxi, MS 39531
*******@*****.***
I am an IT Support Services Technician, possessing the needed skills and abilities to operate, manage and maintain Desktop\Laptop and Network Infrastructure equipment, along with providing Project
Management support.
Willing to relocate: Southeast Region USA
Authorized to work in the US for any employer
Work Experience
IT Infrastructure Analyst
Plano Synergy Holdings - Grand Prairie, TX
October 2015 to Present
Manages and supports all computer equipment from servers to desktops, hardware and software
installations, imaging, and upgrades. Responsible for 3rd Party\Vendor coordination of projects, and
support services. Provide onsite or remote support for company locations which include Texas, Illinois,
Ohio, Arkansas, Louisiana, and Florida.
IT Field Services Manager
Capital One NA
2005 to 2015
Coordinated the overall management and daily reporting of Capital One's Field Services Technicians in
Texas and Louisiana.
• Manage a support team which supported all computer equipment from servers to desktops, hardware
and software installations and upgrades.
• The servicing of branches in a 24\7 operation which helped to minimize the downtime of banking
locations, resulting in a low impact to all customers.
• Manage enterprise wide system upgrades, i.e. Win95, XP, and Win7 etc.
• Triaged service queues to ensure the proper "Service Level Agreements" were being met by every
technician.
IT Field Services Lead Technician
Capital One NA
2001 to 2005
As a Lead technician I created and produced improvement plans and procedures for the other techs to
use in the performance of their jobs.
• The procedures enhanced the efficiency and ticket closure rates significantly.
• Used applications such as Active Directory, Wire Shark, Log Me In, ProComm Plus, RDP, MSTSC, and
many others in support of my daily duties to help resolve incidents.
• Other responsibilities included interviewing, training, and scheduling technicians for work order, and
ticket assignments.
• Dispatched technicians to remote locations, and worked as a senior technical advisor via telephone.
IT Field Services Technician
Capital One NA
1998 to 2001
As a technician I was responsible for supporting internal Capital One associates by resolving open incidents
via telephone, or in person when a desk side dispatch was deemed necessary.
• Key player in the upgrading of over 10,000 pc from Windows 95 to 98.
• Trained the associates with their newly acquired equipment on hardware and software procedures
and problems.
• Performed troubleshooting on both hardware and software issues to resolve incidents assigned to our
queue, (IT Service Technicians)
IT Help Desk Analyst
Capital One NA
1996 to 1998
Resolution and documentation of incident requests called in by the Capital One's internal customers.
• Resolved issues via telephone, or if necessary escalated the incident to the Field Services queue for
resolution by the Field Services team.
• Logged and resolved over 50 calls per eight hour shift. A minimum of six hours and 30 minutes per
shift where required as "on the phone support" for incoming calls.
• Collaborated with management surrounding any major outages that would affect customer services at
any banking branch or back office location.
Education
Associate of Science
Community College of the Air Force - Maxwell-Gunter AFB, AL
Skills
Network Infrastructure and Help Desk Analyst, Project Management, Imaging Technician, Field, Deskside,
and Remote Support Technician, Asset Management, MS Office Suite, Active Directory
Links
https://www.linkedin.com/in/bnett63
Military Service
Branch: US Airforce
Service Country: United States
Rank: E-5
Served 11+ years
Commendations: Commendations medals awarded for service at Keesler AFB, MS, and the Pentagon,
Washington, DC. Achievement medals received for Columbus AFB, MS, and Hickam AFB, HI.
Certifications/Licenses
CompTIA A+
CompTIA Network+
MAC Integration Basics 10.10
Certified Associate in Project Management (CAPM)
Coordinate internal resources and third parties/vendors for the flawless execution of projects, with the
responsibility of ensuring projects come on time, under budget, and within scope.
Additional Information
Technical Expertise
Software/Network Protocols
MS Office, Office365, MS TCP/IP/DHCP/WINS, ProComm Plus,
Windows 95\NT\98\XP\7\10, MS Remote Assist, Log Me In, Fonality, Ring Central, SmartImager, TeamViewer,
McAfee Virus Scan, Active Directory, VPN, ADAXES. Solarwinds
Ghost, RDP, MSTSC, SCCM
Hardware
Network Equipment: Cisco Switches, Routers, Phones, etc.
A/V Equipment: (Crestron)
Servers: HP DL 360 series
Out of Band Devices: Baytec, Lantronix
Printers: HP, Xerox, Canon, Oc'e, Konica Minolta, Brother
Laptops: Dells, HPs, Lenovo
Desktops: HPs, Dells, Lenovo
Misc.: VAX, Honeywell, IBM, iMac, MacBooks,
Education\Professional Development and Military Training
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