NEIL H. PATTERSON

Summary:

Senior Level PC Technical Support skills:

• 29+ years of professional experience, remotely & in person, providing quick resolution for hardware/software/network troubleshooting & repair, with a strong sense of problem ownership.
• Solution Focused, with an eye on maintaining Quality while conserving time and resources.
• Saving future effort via professional documentation of processes, and knowledge base creation.

World-Class Customer Service Background:

• Trained in the Service Plus principles of Customer Service while employed with Tech Data.
• Consistently given 100% positive feedback on all projects undertaken in the past 15 years.
• Notably mentioned in Dell’s monthly support team newsletter for superior customer handling.

A Reputation for High Performance/Resolution Levels:

• Known for sustained high quality & productivity levels at Tech Data, Raytheon, Dell, and IBM.
• Awarded for exceeding expectations (Above levels of both contractors and regular employees) and sustained resolution accuracy and quantity of problems handled while working at Raytheon, and Dell.
• Was consistently in the top 3 (of 9) regarding the volume of Service Now Incidents handled and frequently #1 in terms of escalations resolved within the IBM/GBT L2 support role, sustained over a 3 year period.

EDUCATION AND TECHNICAL CERTIFICATION

Schooling:

Certification:

PROFESSIONAL EXPERIENCE

• Provided Remote Level 2 Support as part of a team of 8-12 during Microsoft Domain Migration for Global Business Travel's 14,000 employees separating from American Express's Network.
• Worked late hours and weekends with deployment testing teams to resolve roll-out issues. Daily support was delivered both on-site and via remote from home. Traveled to the NJ Office to assist with the HQ workstation migration.
• Conserved GBT resources by developing a technique of troubleshooting that saved a large number of PC swaps, by simply attempting a windows profile rebuild as a last ditch effort to correct home-based workstation issues. This resulted in less shipping costs and fewer hours spent by other team members in preparing the replacement PC.
• Fielded outside workgroup overflows, working with End users and ISP to remotely resolve modem/Line issues, expanding above and beyond my normal scope of L2 duties.
• Managed our team's Service Now many queues, prepared on-the-spot pivot table reporting for Leadership. Dispatched Service-Now Incident and Task tickets to the global team while maintaining queue balance, and handling P2 escalations. Managed Aging tickets.
• Consistently in the top 3 for total ticket volume and High Priority Incidents completed.
• Created KBs, provided feedback and reviews for the L1 team.
• Generated daily metric reports from Service-Now data for Management and Team distribution.

• A small PC service business that specialized PC repair and Networking equipment sales and support for home-bound users and small business.
• Managed daily operations, fixed carry-in systems, and did on-site computer repairs. Assisted Customers daily with their technical needs. Sourced and purchased components and equipment for resale, performed merchandising, marketing, and Inventory Functions.
• Designed expertek.us, and ticketing system. Collaborated with a PHP developer to implement it.
• Interviewing, Hiring, Firing and Training Employees on proper handling of clients, and processes to resolve technical issues. Trained all the techs that I hired, many of which were able to run the bench within 3 months.
• Developed Expertek's CloudCare anti-Malware bundle with a Special warranty on infections

• OnForce is a contracting website for quick jobs, emergency technician needed onsite. Same day kind of jobs that leverage my Customer Service and Technical skills.
• OnForce has frequently sent me out to work on familiar software and equipment, and some that I've never seen before. However, utilizing my broad support and troubleshooting background, I consistently executed the required processes and produced 100% positive feedback on every job (~75) undertaken over the past 11 years.

• A Medium sized provider of IT services for home and small business which also was the primary supporter of AVG anti-virus in North America
• Promoted to manage the Statesville, NC store within 2 months.
• Met and Greeted Clients, Fixed carry-in systems, and consulted on-site regarding network design and support for small local businesses.
• Supervised one other technical employee, Mentoring him to run the shop when I was on-site.

• A PC Repair Start-up serving Brentwood Computer users, providing new systems and service.
• Hired as a laptop repair technician and promoted to Technical Manager within 4 weeks.
• Developed method of handling inbound systems, which increased client rapport and resulted in more retained clients.
• Designed and implemented forms to assist in daily operations. These forms and checklists are still in use today, for inbound system troubleshooting and bench processes.

• As part of the XPS Support Queue, averaged 85% first round resolution rate, which was tops in my area.
• Noted in their internal monthly newsletter for high resolutions rates and consistently having 100% Customer Satisfaction.

• Started as a Bench Tech and Network admin, Built and administrated numerous LANs & systems for DDS Clients, and was promoted to Technical Manager after 9 months of consistent performance and initiative.

• Awarded for exceeding productivity standards for months on end, which resulted in being hired directly.
• Promoted to Lead @ Raytheon STAR Center - Desktop Support/Network Admin position, taking care of 800 desktops with 2 contractors assisting.

REFERENCES FURNISHED UPON REQUEST