It Support Security

Vaughn M. Patterson

(***) ***–**** / ***–**** ️ *****************@*****.***

Professional Summary

Proactive IT Support and Service Management professional with over 4 years’ experience delivering technical support, ITSM operations, and end-user training across corporate environments. Skilled in incident response, asset lifecycle management, and enforcing IT security and compliance standards. Adept at resolving issues quickly while maintaining a customer-first approach. Excels in coordinating with vendors and cross-functional teams to ensure timely resolution, compliance, and operational continuity.

Professional Experience

Jamaica Broilers Group of Companies

Application Support Specialist / Training Officer — July 2021 – Present

Serve as first point of contact for IT incidents, service requests, and escalations ensuring timely resolution in line with SLA targets.

Log and document all issues and resolutions using ITSM tools, ensuring knowledge base accuracy and traceability.

Coordinate with vendors and internal teams to deliver seamless service and escalate complex issues.

Maintain accurate IT asset records and oversee lifecycle management of hardware and software.

Conduct user training sessions to promote system proficiency and adherence to IT security standards.

Actively participate in system upgrades, audits, and IT improvement projects aligned with company goals.

Key Achievements:

Reduced average incident response time by 20% through proactive monitoring and process streamlining.

Improved IT asset tracking accuracy and reduced loss by implementing a structured inventory audit process.

Led a cybersecurity awareness campaign that increased staff compliance with IT policies by 30%.

Developed a centralized IT knowledge base that boosted first-call resolution rates by 35%.

Canopy Insurance Limited

IT Support Analyst (Part-Time) — Mar 2021 – Jun 2021

Delivered first-line technical support for hardware, software, and networking issues.

Documented incidents and resolutions to enhance service desk knowledge sharing.

Supported IT projects, including system optimization and performance testing.

Heart NSTA Trust

Computer Repairs Facilitator / Trainer — Jan 2020 – Jan 2021

Trained students on hardware troubleshooting, OS installation, and system maintenance.

Delivered practical sessions promoting hands-on learning and technical competency.

Wolmer’s Trust for Girls

Lab Assistant / System Administrator — Mar 2019 – Jan 2020

Managed LAN/WAN infrastructure and implemented security measures for lab systems.

Performed software testing and resolved network performance issues.

Education & Certifications

MSc. Information Security and Digital Forensics (Pending) – University of East London

BSc. Information Communication Technology: Network Engineering – VTDI

ITIL Foundation Certification – IT Service Management

CompTIA Security+ (Pending)

Certified Cyber Threat Intelligence Analyst

Diploma in Systems Administration (NVQ-J Level 3)

Professional Certificate in Supervisory Management

Technical Skills

Incident, Request & Change Management (ITIL, ITSM)

IT Asset Management

Access Control

Cybersecurity & Risk Management

Troubleshooting

Vendor & SLA Coordination

Microsoft 365, SQL,

User Training & Documentation

Projects & Initiatives

IT Security Awareness Campaign: Led a company-wide security education program, improving compliance by 30%.

Service Delivery Improvement Plan: Optimized IT processes to reduce resolution times and enhance user satisfaction.

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