Customer Service System Analyst
Resume:
JOSEPH G. PATTERSON
*********@*****.***
**** *** *** **** **********, AL 35235
An accomplished IT Professional, with over 25 years of experience, in PC Windows and peripherals. Proven experience in software application, hardware configurations, printer setup and repair. Utilizing expert customer service skills, strong communication and execution skills.
EMPLOYMENT HISTORY
Martinrea Tuscaloosa INC. Senior System Analyst – 06/21/2024 to Present
Maintaining servers, desktop units, data backups, phone system and critical applications in stable running order; troubleshooting software, desktop and network problems and devising business solutions; overseeing hardware and software deployment; ensuring network, desktop, and phone system functionality and outages are fixed; assuring the disaster recovery of information systems; maintaining business data links between software applications; maintaining user account information; and performing security items as assigned.
• Planning and scheduling required maintenance and resources to maintain an efficient network operation; upgrading current software and hardware; prepares activity reports by collecting, summarizing, analyzing, and quantifying information; planning and maintaining processes and procedures to meet network, desktop, and user requirements; and protecting the security of the network as prescribed by the Company’s policies and procedures.
• Monitoring and evaluating the efficiency of software/hardware usage; adding and maintaining users on the network; installing new software applications or hardware on the network, desktop and mobile devices; monitoring and reporting licenses on applications, servers, desktops, deploy and manage security intrusion
protection and other equipment to ensure compliance; ensuring all network and desktop patches are applied and functioning without conflict; recommending improvements in network structure, products, and processes; communicating
with and supporting users in developing and using needed technological solutions; and establishing and enforcing organization standards.
• Managing interpersonal relationships in a positive and effective manner; accomplishing positive results through cooperative efforts with all departments; and contributing to the achievement of an ethical work environment.
• Purchasing of IT related equipment and services.
• Liaison with outside consultants, vendors, and service providers.
• Providing user orientation on hardware, software, or mobile device operations.
PROTECTIVE LIFE INSURANCE – SYSTEM ANALYST TIER II 12/2017 to Present
Install, configure and maintain a variety of computer equipment and computer peripherals
Adjust, repair and replace hardware
Provide employee end-user support
Provide backup assistance to deployment manager for hardware/software approvals for ServiceNow software
File warranty hardware repair claims and handle associated warranty repair tasks
Hardware refreshes, acquisition hardware deployment and other Ad Hoc efforts
RAM TOOL & CONSTRUCTION SUPPLY - HELPDESK LEVEL II 06/2012 to 06/15/2016
Maintained user systems and servers break-fix,
Acquired laptop/desktops, performed migration of all applicable software XP -Windows 10
Imaged and reimaged dell and HP laptops/Desktops Microsoft Surface Laptops
Open/Close helpdesk tickets using Spice with detail resolutions
Daily monitoring of network using Kaspersky
Reset password via Active Directory, Hyena and SAP for corporate/branch sites
VNC/Cisco VPN via Windows 10/ Mac OSX
Resolve software issues and install licensed applications software.
Image new Windows systems for recent hires
Repair technician and troubleshoot systems in remote sites using AnyConnect and Teams share
Re-image systems that become corrupt due to virus contamination
Joseph G. Patterson
SYNERGIS TECHNOLOGY, INC (CONTRACTOR) Alabama Power 11/2011 to 05/2012
Open Dashboard ticket system daily for Break/Fix and Lease Term Replacements
Managed emergency delivery of loaner systems as primary system repair was completed
Install new printers and lease expired printers for network installation
Drive company vehicle to locations in Alabama-from Huntsville to Tuscaloosa
Schedule weekly pickup for expired Lease Term equipment
ONFORCE MANAGEMENT - INDEPENDENT CONTRACTOR 09/08 to Present
OnForce is an online management firm that represents multiple firms throughout Alabama. Independent trouble ticket repair technician consigned to public and private end-users pertaining to break/fix issues on PC; printers; AV; CCTV; servers/switches and alarm systems.
MERCEDES BENZ - NETWORK ADMIN (CONTRACTOR) Tek System 06/08 to 09/08
• Managed third shift Network environment throughout a 3-plant area
• Utilized Ethernet toner to cross connect user jacks
• Observe Solar winds packet tracer to spot problem areas on the domain
• Use Cisco Works to enter Mac-address for wireless clients
BRUNOS SUPERMARKETS - DESKTOP ANALYST 02/08 to 05/08
• Performed desktop migration of all applicable software
• Coordinated the installation of a CSUDSU
• Acquired laptop/desktops for administrative personnel
• Deployed Cisco phones and configured the ext. from a call block
• Configured all Blackberry’s for assigned users,
• Pulled cable when necessary to create testing centers for new software configuration teams
ERNST AND YOUNG - DESKSIDE SUPPORT (CONTRACTOR) TEKsystems 09/2007 to 01/2008
• Monitored ticket systems for configuration/ break-fix request
• I-Phone setup, printer installation and connectivity
• Lotus notes database configuration and SameTime
• Install and configure Groove Virtual Office
• Troubleshoot systems in remote sites using Timbuktu VPN
EBSCO INDUSTRIES - COMPUTER NETWORK TECHNICIAN 08/2000 to 05/2006
• Maintained user systems and servers break-fix
• Software migration to replacement systems
• Oversee remote servers and systems throughout the company
• Worked the 3rdr shift to manage overseas servers and systems using PC Anywhere/VNC
• Add user to the Domain via exchange and active directory
• Restore files to clients via Arc Serv
• Configured proprietary software for EBCSCO use only
• Implemented the first Mac response team for EBSCO Users
• Installed and configured the Mac OS 9 & 10
• Built the first company server for the Credit Union and connected them to the Domain for email and Internet while maintaining the security of the financials files
EDUCATION
• EBSCO Education online classes on installation
• Trained user on Office products and MAC
• Electromechanical drafting- Associates Degree
InTune Device Management
Joseph G. Patterson
HARDWARE CONFIGURATIONS
•Credit/Check Scanners
•LAN Maintenance continuity testing
•Wan Maintenance
•XEROX
•DocuCenter7500 series
•HP Desktop Laptops Microsoft Surface Laptops
•Wyse Management Console
PRINTER CONFIGURATION
•Multi printer break fix on Lexmark, Dell, Sharp, Hewlett Packard, Cannon & IBM
•Diagnose and repair from replacing pickup roller to installing Circuit boards, testing sensors, recoding new circuit boards. Installing new stapler guide rail on certain models. Cleaning and demonstrate for the End User.
SOFTWARE APPLICATIONS
•Active Directory Hyena
•Bitlocker, Encryption Software
•Cisco Routers/Switches
•Cisco Works; Office 365
•Cisco VOIP and call manager
•Cisco VPN
•Exchange 2003-2019
•Funk Odyssey Client Wi-Fi
•Groove Virtual Office
•Kaspersky Antivirus
•Lotus Notes
•PeopleSoft
•Spice/ServiceNow Ticket Software
•Symantec Antivirus
•TCP IP VNC
•Telnet
•UPC/SKU Scanners
•Windows 95-2010
•Windows Server 2003-2019
•Zendesk
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