Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Darrah Patterson

Augusta,GA

Summary

Dynamic Technical Support Specialist with a proven track record at SAIC, excelling in incident management and organizational skills. Mastered remote support, resolving high-volume technical inquiries, and significantly enhancing customer satisfaction. Adept at fostering strong customer relationships and streamlining support processes. Skilled in both Microsoft Windows and Office, showcasing a blend of technical proficiency and exceptional service delivery. Qualified Advanced Technical Support Specialist with 4 years of helpdesk and customer service experience. Provides comprehensive Microsoft 365 and windows 11 support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

SAIC
04.2020 - Current
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Resolved [Number] technical support inquiries per day.
  • Documented support interactions for future reference.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.

Executive Administrative Assistant

FIS Global
01.2016 - 01.2019
  • Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
  • Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
  • Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
  • Supported human resources initiatives by coordinating interviews and assisting with new hire orientations.
  • Assisted in event planning efforts, executing successful corporate functions that bolstered brand image and networking opportunities.

Education

Dental Assisting

Eastern College of Health Vocations
Metairie, LA

Skills

  • Technical Troubleshooting
  • Incident Management
  • Ticket management
  • Organizational Skills
  • Microsoft Windows and Office
  • Online Chat Support
  • User credential management
  • Call Center Operations
  • Desktop support
  • Hardware and Software Repair
  • Remote Technical Support
  • Microsoft Active Directory
  • Security Certification

Certification

  • CompTIA Security+ ce certification- [2020]
  • Active DOD TS/SCI Secret Clearance

Timeline

Technical Support Specialist

SAIC
04.2020 - Current

Executive Administrative Assistant

FIS Global
01.2016 - 01.2019

Dental Assisting

Eastern College of Health Vocations

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Darrah Patterson