Patricia Banks
Ocala,FL
Summary
Proven IT professional with a strong background in system installation and troubleshooting, honed at Kiewit Corporation and IBM. Excelled in enhancing customer satisfaction through exceptional service and technical expertise. Skilled in diagnostics and customer interaction, achieving significant improvements in system performance and user support. Demonstrates meticulous attention to detail and the ability to multitask effectively under pressure.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Access Management Technician
Kiewit Corporation
06.2022 - 09.2024
- Provisioned company access in SAP for Staff, Contractors & Craft Users.
- Requests via Service Now ticketing system - documented issues and resolution accurately.
- Worked with SAP ERP, ACP... application owners and management to follow the proper processes to grant user access to requested roles. Maintain documentation for compliance leveraging.
- Performed troubleshooting on issues with users' inability to gain access to company processes.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
Network Support Technician
Kiewit Corporation
09.2021 - 06.2022
- Supported end-users by providing prompt technical assistance, enhancing overall satisfaction levels.
- Supported users both local and by phone with problem resolution and education.
- Enhanced network performance by troubleshooting and resolving hardware and software issues.
- Created user accounts and assigned permissions.
- Summarized incident resolution for future reference.
- Requests via Service Now ticketing system
- Responded to user-reported network problems, providing timely resolution and effective communication throughout the troubleshooting process.
- Maintained network connectivity of workstations, servers and network devices.
- Supported end-users by providing prompt technical assistance, enhancing overall satisfaction levels.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Boosted user satisfaction by providing timely remote support for software installation, configuration, and troubleshooting.
IT Field Support Technician
Kiewit Infrastructure Co
08.2011 - 09.2021
- Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.
- Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
- Provided end-user training on software applications, leading to increased productivity among employees.
- Improved system performance by troubleshooting and resolving hardware, software, and network issues.
- Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
- Supported remote users by troubleshooting VPN connectivity issues ensuring seamless access from offsite locations.
- Reduced system downtime with proactive maintenance of hardware, software, and network components.
- Maintained strong relationships with vendors to ensure timely delivery of products and services at competitive prices.
- Installed new workstations, servers, routers, switches, firewalls, printers, scanners as part of ongoing technology refreshes.
- Identified opportunities for cost savings through smart procurement strategies for IT equipment and supplies.
- Assisted customers with technical support inquiries.
- Restored data on computers and office machines.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Demonstrated increased knowledge of company products and equipment.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Supported end-users by providing prompt technical assistance, enhancing overall satisfaction levels.
- Installed cabling, wireless routers and telephone systems for data communications networks.
- Ran cabling and installed data drops for new node installations.
- Troubleshot hardware and software to determine and rectify network problems.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Worked with outside vendors for fiber installations and service.
- Maximized system functionality by configuring new equipment according to established guidelines.
- Worked with outside vendors for fiber installations and service.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Boosted user satisfaction by providing timely remote support for software installation, configuration, and troubleshooting.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
IT Field Technician
IBM
02.2000 - 08.2021
- Traveled to IHG hotels throughout U.S. to install computer systems and implement client software rollouts in new builds and existing hotels.
- Installed cabling, wireless routers and telephone systems for data communications networks.
- Ran cabling and installed data drops for new node installations.
- Troubleshot hardware and software to determine and rectify network problems.
- Established a strong professional reputation with clients through consistent delivery of high-quality service and technical expertise.
- Managed inventory of hardware components, keeping track of equipment status and ensuring timely replacement when necessary.
- Reduced downtime for clients with prompt response to technical issues and effective problem-solving skills.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
Education
Bachelor of Arts - Information Management
DeVry University
Decatur, GA06-2000
Associate of Science - Business Administration
Georgia State University
Atlanta, GA05-1998
Skills
- Attention to Detail
- Customer Service
- Works Well Under Pressure
- Multitasking and Organization
- Troubleshooting
- Installation and Repair
- Customer interaction
- Issue Resolution
- Hardware Installation
- System Installation
- Diagnostics and troubleshooting
Certification
- CompTIA Certification
Timeline
Access Management Technician
Kiewit Corporation
06.2022 - 09.2024
Network Support Technician
Kiewit Corporation
09.2021 - 06.2022
IT Field Support Technician
Kiewit Infrastructure Co
08.2011 - 09.2021
IT Field Technician
IBM
02.2000 - 08.2021
Bachelor of Arts - Information Management
DeVry University
Associate of Science - Business Administration
Georgia State University
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