Cheryl Patrick
Arlington
Summary
Dynamic individual with hands-on experience in Product Support and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
19
19
years of professional experience
Work History
Customer Support Analyst
ORACLE
09.2019 - Current
- Resolve post-sales non-technical customer inquiries by phone and internet, as well as technical questions regarding the use of and troubleshooting for our Electronic Support Services
- Work with development team on product-improvement programs (testing, beta programs, etc.) as required
- Follow Bug Diagnosis and Escalation/Development Bug guidelines to resolve bug-related service requests
- Serve as an advocate for customer needs
- Create and utilize automated technology and instrumentation to diagnose, document, and resolve or avoid customer issues
Customer Support Engineer II
Maryland Live Casino and Hotel
08.2018 - 09.2019
- Created and dated standard operating procedures
- Performed basic to complex troubleshooting for desktops, software, and mobile devices
- Exercised outstanding technical and professional service skills at all times
- Proactively communicated with end-users and service desk personnel regarding arrival times, repair time estimates, and status of repairs
- Built an advanced level of knowledge of supported programs and support policies
- Set up new and existing users’ desktops, laptops, and mobile devices
- Installed and updated software
- Utilized analytical tools and methodology to perform data analysis in support of projects
- Addressed network connectivity issues
- Resolved printer, Micros, and IGT tablets
- Collected data from multiple sources
- Understood and followed all documented service operations policies and procedures
Technical Support Analyst
EGS, an Alorica Company
04.2006 - 08.2016
- Provided clients with effective, efficient, and friendly product support manner
- Coordinated and scheduled software implementation
- Provided clients with training and product demonstrations
- Implemented client requirements
Education
B.S. Degree - Computer Information Systems
Stevenson University
Stevenson, MarylandSkills
- Full project implementation lifecycle experience
- System analysis and requirements-gathering
- Software implementation experience
- Software documentation
- Project management
- Data analysis
- Problem-solving
- Proactiv
- SQL Query Analyzer
- MS Office Professional Suite
- Active Directory
- ORACLE Micros Simphony/RES 3700/9700
- VPN
- BOMGAR
- ZOOM
- AS/400
Timeline
Customer Support Analyst
ORACLE
09.2019 - Current
Customer Support Engineer II
Maryland Live Casino and Hotel
08.2018 - 09.2019
Technical Support Analyst
EGS, an Alorica Company
04.2006 - 08.2016
B.S. Degree - Computer Information Systems
Stevenson University
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