Audriana Patterson
Atlanta,GA
Summary
Resourceful professional in technology support, known for high productivity and efficient task completion. Specialize in network troubleshooting, system configuration, and security protocols management. Excel in problem-solving, communication, and teamwork, using these soft skills to effectively resolve issues and improve network performance.
Overview
13
13
years of professional experience
Work History
Migration Specialist
Superior Press
Atlanta, GA
01.2025 - Current
- Facilitated data migration between multiple systems and platforms to ensure seamless transitions.
- Developed and maintained comprehensive documentation for migration procedures and best practices to enhance clarity and consistency.
- Coordinated client appointments with government officials or agencies to streamline processes and improve service delivery.
- Configured hardware devices and software settings to optimize network performance.
Help Desk Supervisor
HeiTech
Atlanta, GA
11.2023 - Current
- Led and mentored 10-member Help Desk team, enhancing ticket resolution times and boosting customer satisfaction.
- Implemented performance review metrics and feedback systems, identifying growth opportunities and improving service quality.
- Collaborate with software development teams to troubleshoot bugs, validate fixes, and streamline release deployment processes.
- Partner with government stakeholders to manage FOIA requests, congressional correspondence, and other documentation with accuracy and confidentiality.
Technical Analyst
Adaptivestack Technologies
Atlanta, GA
10.2022 - 11.2023
- Monitor system data from multiple sources and identify trends to guide technical and operational decisions.
- Developed and maintained technical documentation aligning business needs with system capabilities to enhance user understanding.
- Recommended process improvements aligning IT practices with organizational goals and compliance standards to optimize operations.
- Conducted quality assurance audits on support tickets, improving first-contact resolution rates.
Talent Acquisition Recruiter
Alexander Mann Solutions
Atlanta, GA
11.2021 - 10.2022
- Recruited for multiple Bank of America business lines, managing high-volume hiring for enterprise, commercial, and consumer banking roles to meet staffing needs.
- Partnered with HR and business leaders to design and execute targeted talent strategies, improving time-to-hire metrics.
- Enhanced candidate experience by streamlining interview coordination, background checks, and onboarding processes.
- Built and maintained pipeline of qualified talent, supporting workforce growth across departments.
Closing Manager
Bay Equity Home Loans
Atlanta, GA
12.2019 - 11.2021
- Managed 25+ team members across underwriting, closing, and post-closing operations, ensuring compliance and accuracy in loan processing.
- Collaborated with realtors, title companies, and lenders to streamline communication and facilitate smooth loan closings.
- Implemented performance improvement initiatives, enhancing department productivity and minimizing operational errors.
- Delivered measurable cost savings and improved turnaround times through workflow optimization.
Call Center Operations Manager
Global Connection Inc. of America
Norcross, GA
09.2013 - 12.2019
- Reduced average call handling time and increased customer satisfaction scores through targeted coaching and process improvement.
- Directed operations for 80+ employees across multiple departments, ensuring service quality and compliance standards were met.
- Enhanced employee retention and engagement through a mentoring and feedback program.
- Designed and implemented internal audit programs that enhanced financial and operational controls.
Education
Bachelor of Science - Computer Information Systems
West Georgia Technical College
Newnan, GA06-2014
Skills
- Data Migration Strategy
- System Migration Testing
- Project Coordination
- Service Now
- Help Desk & Technical Support
- Customer Relationship Management (CRM)
Timeline
Migration Specialist
Superior Press
01.2025 - Current
Help Desk Supervisor
HeiTech
11.2023 - Current
Technical Analyst
Adaptivestack Technologies
10.2022 - 11.2023
Talent Acquisition Recruiter
Alexander Mann Solutions
11.2021 - 10.2022
Closing Manager
Bay Equity Home Loans
12.2019 - 11.2021
Call Center Operations Manager
Global Connection Inc. of America
09.2013 - 12.2019
Bachelor of Science - Computer Information Systems
West Georgia Technical College