Information Technology Customer Service

Jerome Patterson

**** ****** ****** *****, *******,Va 23831

(Mobile) 804-***-****

****************@*****.***

http://www.linkedin.com/pub/jerome-patterson/43/180/997 Summary

Insightful, results-driven IT professional with over 15 years of notable success in the Information Technology field. Consistently utilizing a broad range of corporate IT initiatives while participating in planning and implementation of solutions in support of business objectives. Excel at providing comprehensive hands-on experience, while embracing and maintaining an impeccable professional demeanor. This comes as a direct result of an extensive customer service background, spanning over 17 years. Outstanding collaboration in a team environment as well as working independently; also highly competent at managing responsibilities in a high-volume environment. Highlights

· Azure administrative tools to create, configure, monitor, and manage cloud resources, including virtual machines, databases, storage, and networks, through a centralized console

· Server Management: Printers, Exchange, Firewalls and VOIP

· Software Installation: Windows 7, Windows 10,Virus protection, Vendor specific and third party

· Administration of user rights: Group policies using REGEDIT, WDS and SCCM for computer re- imaging

· LAN, WAN and Wireless environment

· Server 2008/2012 utilizing Active Directory, Logon account creation via Active Directory, Email exchange account creation via Office 365 administrative access with license distribution

· Trouble shooting, well versed in PC repairs both hardware and software related

· ROSS ERP,SAP

EDUCATION AND HONORS

Bachelor in Business Administration Information Systems Virginia Commonwealth University, Richmond, VA

Dean’s list Spring of 2012

December 2014

Associate of Applied Science, Networking Information Technology Bryant and Stratton College, North Chesterfield, VA December 2011

Magna cum Laude

PROFESSIONAL EXPERIENCE

Senior IT Support Analyst (Dupont-Richmond Zytel)

September 2023 – February 2025

• Take ownership, support and manage the integrity, stability and security of the local IST landscape (Client/Server/Network Infrastructure and Applications running on local infrastructure) within Dupont (Richmond Zytel).

• Manage the local IST landscape on a daily basis and/or coordinate activities with outside local vendors / Global Iinternet Science Technology when necessary & agreed.

· Used Azure administrative tools to create, configure, monitor, and manage their cloud resources, including virtual machines, databases, storage, and networks, through a centralized console

• Deploy new hardware and software, according to Dupont standards and policies.

• Manage hardware and software updates and patches

• Define backup policies local applications, monitor & guarantee the success of the backup systems.

• Identify critical systems, implement backup/restore & disaster recovery systems accordingly.

• Ensure knowledge sharing with local and global IST.

• Provide local support to Global IST teams (including Networking & Server Infrastructure related tasks).

IT Service Delivery Manager

Sigma (Bar-S)

August 2016-September 2023

• Responsible for User Account management and User Account lifecycle.

• Manage IST asset inventory.

• Exposure to advanced digital networking, which is relevant to hacking and security

• Assist with setting up network security configuration, resiliency, and management services

• Provide First and Second level support & resolution to the local end users.

• Assist with Third level Incidents, manage escalation and follow up.

• Work with internal/Global IST and outside local support vendors to resolve issues.

• Share in the responsibility of after hour’s support of plant operations. Ticketing system used is ServiceNow and Accenture Team manages the escalations to the different IST teams.

• Manage the local Internet Security Technology landscape on a daily basis and/or coordinate activities with outside local vendors / Global IST when necessary.

• Create & maintain end-user documentation. Identify & coordinate End User training related with

new IST tools, whenever required.

• Evaluated critical systems, implement backup/restore; disaster recovery systems accordingly.

• Ensure knowledge sharing with local and global IST.

• Provide local support to Global IST teams (including Networking & Server Infrastructure related

IT Consultant, Vaco Technology Richmond, Va

September 2015-December 2015

· Provide technical assistance and support for incoming Help Desk tickets related to computer systems, software, and hardware.

· Install, modify, and repair computer hardware and software as needed.

· Install computer peripherals for users.

· Follow up with customers to ensure issue has been resolved.

· User management and security in Active Directory.

· Utilize and maintain the HelpDesk software, Documentation of internal procedures.

· Maintain inventory of all computer equipment, software, and software licenses.

· Assist with onboarding of new users.

· Configure new workstations, peripheral equipment and software. IT Coordinator, Bryant and Stratton College, North Chesterfield, VA August 2012- June 2015

· Support and maintain administrative and academic Network infrastructure

· Install, setup and maintain all computers, printers and peripherals

· Server management through Citrix Xen center

· Database administration utilizing active directory

· Voip using Avaya

· Exchange server management

· Management of Switches (Netgear, Cisco) and Routers (Cisco) Network Administrator/PC Specialist, City of Hopewell, Hopewell,VA October 2011-January 2012

· Migrated Servers from Windows 2003 to Windows 2008

· Exchange Servers from Exchange 2007 to Exchange 2010

· Moved several physical servers to become virtualized

· Mapped printers from local machine to network for sharing purposes

· Removed servers from rack to flatten and replace

· Utilized Windows Visio software to diagram current and future network layout

· Resolved IT tickets for desktop PC support

QUALIFICATIONS

Information Technology Skills

· CompTia Network + certification October 29, 2011

· Currently preparing for the CCNA certification

· Set up and manage home network, consisting of Desktop PC, Laptop, Ipad and wireless printer, running Windows 7 off of a router and switch

· Manage Print server, VOIP phone management, Microsoft Exchange Server

· Expert knowledge of computer software packages and virus protection suites

· Proven ability to identify, analyze, and solve problems

· Meticulous worker; attentive to quality and details MILITARY EXPERIENCE

· US Navy 1990-1993 USS Wainwright CG-28 Charleston, SC

· Operations Specialist (Radar Operator)

· Navigational charts Plotter

· Third Class Petty Officer

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