JARED PATTERSON
LIBERTY HILL,TX
Summary
Accomplished expert regarding hardware, software, peripheral and network troubleshooting in customer service focused environments, whether in an office setting, home, or in the field. Amicable, professional, exacting and goal oriented in my desk-side manner. Always earnestly eager and willing to learn and teach.
Overview
23
23
years of professional experience
1
1
Certification
Work History
IT, Fleet, and Facilities Coordinator
Brightstar Care of Austin
03.2023 - Current
- Diligently handle all hardware issues which includes procurement, tracking, inventory, maintenance, troubleshooting and disposal
- Includes computers, monitors, printers, tablets, mobile phones, IP phones, and check scanners
- Address all software concerns, including but not limited to, Windows, MS Office, KanTime (home health), Bamboo HR, Adobe Acrobat, Discord, LinxUp (vehicle tracking), IBM MaaS360 (asset management/tracking), Notiyfd (HIPAA compliant messaging), Ring Central (faxing), Norton AV and Spectrum Voip portal
- Manage the office LAN which includes modem, routers, hubs, switches, patch panels, Orbi mesh network, remote door access, security cameras/recorder, and monitor network traffic
- Coordinate with IT at other branches on big projects such as software/data migrations
- Trusted with compiling weekly, monthly, and quarterly KPIs and Operational reports for owner and president using Excel and KlipFoio
- Oversee a fleet of 8 vehicles which are used by nurses to visit patients
- Save money by personally repairing small problems
- Ensure weekly inspections, cleaning, maintenance and repairs
- Use LinxUp to track vehicles and monitor car cameras
- Utilize the Exxon site to vet gas card transactions
- I even assisted a few nurses with obtaining their Texas drivers licenses
- Manage office facilities by undertaking and overseeing repairs, ensuring bills get paid on time, obtaining office supplies, posting all state/federal notices, etc
- Basically, office management and maintenance duties
- Work with HR regarding onboarding and offboarding employees
- Onboarding includes creating company emails, setting up workstations, giving access to software/sites, biometric office access, assigning hardware, providing office supplies, etc
- Preside over our nursing/medical supply room
- Involves procurement, meticulous inventory keeping, and expired supply disposal
- To keep this under control I work closely with the nurses and Director of Nursing
- The variety of responsibility for this position requires supreme organization, ownership, multitasking, triage, and initiative.
Delivery Driver
Domino's Pizza
01.2001 - 03.2023
- Due to familial concerns, I needed a job close to home with high flexibility.
Customer Experience Specialist
Harte Hanks / HBO Max
07.2020 - 12.2020
- Addressed billing inquiries and discrepancies regarding HBO Max subscriptions
- Assisted with technical problems such as what devices support HBO Max, buffering issues, playback errors, user interface problems, etc
- Used Oracle Advanced Support Platform to receive and notate all chats, escalating tickets to next support tier when necessary.
Lyft, Uber, Ride Austin
11.2015 - 06.2020
- Using my powers of intuitive navigation, with a bit of assistance from navigation apps, I safely and promptly transported the denizens of the Austin area to their desired destinations, all whilst providing the passengers with their preferred level of interaction and awesome music.
Email Support Supervisor
Photodex Corporation
01.2012 - 01.2015
- Managed the email department, addressing all Photodex emails, regardless of the context, which could be up to 250 emails daily, always making sure the company inbox was empty by the end of the day
- Managed the Photodex inbox with both Mozilla Thunderbird and MS Outlook using scripts that I created.
Phone Support Supervisor
Photodex Corporation
01.2008 - 01.2012
- Managed daily operations for the phone support team of up to 15 customer support representatives, which included ensuring they clocked in properly, tracking vacation, personal time, etc
- Routinely ascertained our reps emotional, mental and physical dispositions and addressed them accordingly
- Provided guidance, training, and performance goals to reps with weekly meetings, monthly assessments, and daily mentoring
- Helped develop and implement customer support quality standards and procedures that aligned with company goals such as the call flow process
- Assisted with hiring decisions by reviewing resumes and personally conducting interviews
- Conversely, participated in off-boarding reps when necessity required that we do so
- Acted as an escalation point for issues that were of a highly sensitive and timely nature
- During downtime, assisted Development and QA teams by having our reps test the latest version and any beta version set for imminent release
- Helped create and maintain an internal support Knowledge Base for our agents and a FAQ for the customers.
Technical Support Representative
Photodex Corporation
05.2005 - 06.2008
- The Photodex support department provided free technical support to both existing customers and potential customers for ProShow and CompuPic
- Additionally, support agents were required to answer general product information questions and process orders
- Examples of ProShow situations we dealt with were as follows: basics of making a slide show, rendering output such as Blu-ray, .AVI, etc., importing images or video files of various formats, Facebook or YouTube playback, general UI problems, not able to register ProShow, etc
- Received up to 60 calls per day, accurately and meticulously notating the details of all calls using a proprietary ticketing system
- If necessary, I would offer to remote into their computer with Dameware or TeamViewer.
Education
Computer Science w/ Math minor
Blinn College
Computer Science w/ Math minor
Southwest Texas University
Skills
- Problem Solving
- Adaptability
- Leadership
- Critical Thinking
- Time Managment
- Work Ethic
- Organization
- Teamwork
- Communication
- Dependability
- Active Listening
- Emotional Intelligence
- Customer Service
- Goal setting
- Motivation
- Trustworthiness
- Learning Agility
- Type Speed: 63 WPM
- All Windows versions back to NT 40
- Linux Ubuntu
- Android OS
- MS Office 365 (Word, Excel, PowerPoint, Outlook)
- TeamViewer, AnyDesk, Dameware
- Remedy, Zendesk
- Active Directory
- KanTime
- Bamboo HR
- Adobe Acrobat
- IBM MaaS360
- Ring Central, OnBase
- Spectrum Voip
- Mozilla Thunderbird
- Photodex ProShow, Photopia
- Hardware troubleshooting
- Windows troubleshooting
- Audio/Video troubleshooting
- Software troubleshooting
- Peripheral troubleshooting
- Network Connectivity
- QA assistance
- Professional slide shows
- Video Editing
- Audio Editing
- Image Editing
- Computer Assembly
- Phone, email, chat, desktop and remote support
- Asset/Inventory Management
- Staff supervision/management
Certification
COMPTIA A+, Needs to be Renewed
Timeline
IT, Fleet, and Facilities Coordinator
Brightstar Care of Austin
03.2023 - Current
Customer Experience Specialist
Harte Hanks / HBO Max
07.2020 - 12.2020
Lyft, Uber, Ride Austin
11.2015 - 06.2020
Email Support Supervisor
Photodex Corporation
01.2012 - 01.2015
Phone Support Supervisor
Photodex Corporation
01.2008 - 01.2012
Technical Support Representative
Photodex Corporation
05.2005 - 06.2008
Delivery Driver
Domino's Pizza
01.2001 - 03.2023
Computer Science w/ Math minor
Blinn College
Computer Science w/ Math minor
Southwest Texas University