Summary
Overview
Work History
Education
Skills
Timeline
Generic

PATRICIA MARIE MCGRORY

Cranberry ,PA

Summary

Seeking to obtain a challenging position with a dynamic company where I can use my energy and skills to develop, motivate, lead and encourage employee productivity and support the overall company growth.

Overview

12
12
years of professional experience

Work History

Senior User Computer Support Specialist

General Dynamics IT - Beacon Hill
03.2024 - Current
  • Improved customer satisfaction by promptly addressing and resolving technical issues.
  • Supported end-users in navigating complex software applications, enhancing productivity across the organization.
  • Provided remote support to offsite users through phone calls or video conferences, extending IT assistance beyond physical office boundaries.
  • Remote into users machines via Bomgar and Dell Kace. Use Remedy for tickets and request creation and monitoring. Install software and printers to users computers via Bomgar and Dell Kace. Assisting users with logging into the AO Network remotely via VPN and Two Factor Authentication. Other duties as assigned.

Sr. Service Desk Technician II

Almac Group
06.2021 - 02.2024
  • Manage incoming assigned/escalated requests from end users via telephone, e-mail, Service Desk tools and from colleagues in a courteous manner
  • Prioritize and schedule Service Desk tickets and escalate appropriately to SMEs (Subject Matter Experts)
  • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful troubleshooting actions taken through to final resolution
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Perform remote/Client side hands on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
  • Install software - in-house developed
  • Intermec Scanners - Setting up devices
  • Zebra Laser printers setting up and troubleshooting connection or printing issues.
  • Perform preventative maintenance all Almac IS Hardware
  • Perform post-resolution follow-ups to requests
  • Provide technical expertise in the Problem Management process to drive continuous improvement and suggest resolution to ensure issues are resolved at source
  • Collaborate with other teams, in relation to the delivery of specific projects/deliverables and provide on-call support on a rotational basis.

Service Desk Technician Level II

Finance of America Mortgage LLC
10.2018 - 06.2021
  • Provide support to end-users including identifying, researching and resolving technical problems, responding to telephone calls, e-mails, and requests for technical support, and differentiating technical problems from customers
  • Use experience and judgment to plan and accomplish goals
  • Installs approved software releases, system upgrades, patches and resolves software related problems
  • Author support and process documentation for multiple systems deployed throughout the organization
  • Utilize Service Now ticketing system
  • Deploy new or replace existing end-user hardware.

Service Desk Analyst Consultant

Independence Blue Cross
09.2017 - 10.2018
  • Provide technical software, hardware and operational support and informal training to customers for business applications
  • Provide call center support for both IT and business-related incidents
  • Record tickets in ticketing system and ensure customer satisfaction for every escalated and non-escalated ticket
  • Troubleshoot and restore service for routine incidents
  • Analyze, identify and diagnose faults and symptoms using established processes and procedures
  • Provide input to the development of checklists for typical problems and provide trend information to knowledge management for root cause analysis and review
  • Recommend procedures and controls for problem prevention.

Enterprise Desktop Support Manager

Radius Global Solutions
03.2017 - 09.2017
  • Manage multiple technicians and end user's expectations
  • Responsible for the internal user experience on Windows Platforms
  • Take ownership of end user's issues and ensure problems are resolved timely fashion
  • Ensure team members are researching, diagnosing, and troubleshooting solutions to resolve end user's issues
  • Responsible for ordering all End User Hardware
  • Closed office locations and retrieved equipment
  • Responsible for the disposal of equipment at various Remote locations
  • Researched and found vendors to perform the disposal of electronic equipment.

Service Desk Analyst

Genesis Health Plan
03.2016 - 03.2017
  • Develop in-depth knowledge of the Genesis HealthCare systems environment and routine office systems tools (e.g
  • Microsoft Office 2010, Internet, Intranet (Central/SharePoint), VPN, wireless connections, Genesis Network, desktop/portable, printer, telephone, mobile devices (iPhone, iTouch, iPad)
  • Work with the customer and business to diagnose, identify and resolve system and/or customer training issues
  • Providing responsive, accurate, quality feedback on the issue status and resolution
  • Work to resolve calls /inquires on the first customer contact
  • Assist customers with installation and configuration of all Office and PC peripherals
  • Acquire the necessary expertise in the installation process (hands-on)
  • Provide customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing remote communication with the end user
  • Effectively triage and document calls / inquiries and provide a seamless escalated transition to the appropriate subject matter analysts (or vendor representative), or ticket escalation as needed
  • Track all support center activity in the Support Center system
  • Insure closure of open tickets / issues both in the Support Center system and with the customer
  • Should an issue be open for an extended period, provide periodic status updates to the customer
  • Serve as the advocate for the customer to get their question / issue addressed
  • Function as the liaison between the vendor, customers and internal/external development areas
  • Identify and document trends in calls / inquiries, recommend corrective actions to address and minimize the impact or eliminate identified issue before they escalate
  • Recommending and assisting the development of on-line documentation, newsletters tips and other information that will allow self-service the business to address their questions and/or issues themselves and, in general provide a more responsive, higher quality service.

Technical Support Analyst

Berkley Technologies
06.2015 - 01.2016
  • Provide technical support for the end user community for a Global Service Desk to meet assigned SLA
  • Corporation includes over 70 companies supported by the BTS Service Desk
  • Support provided for domestic and international users
  • Methods of communication to end users are phones, email, Instant Messaging and via ticketing service portal
  • Assist with Incident Management to report and escalate critical issues and outages within the organization
  • Initiate conference call to get assigned teams involved to triage the issue and set priority level
  • Alert and update key IT personnel as needed
  • Broadcast outage details via Service-Now messaging
  • Supported Applications include Active Directory, Citrix, Lotus Notes 8.5.3 with SameTime IM, Windows XP and Windows 7, Microsoft Office 2010/2013, Global VPN, VDI, Traveler and various 3rd party applications
  • Supported Hardware includes Desktop PC's, laptops (Tseries models and XSeries laptops, local and network printers, mobile devices (Blackberries, Android mobile devices, Iphones, and Ipads)
  • Administration Duties are as follows: (Active Directory) Create Network Accounts for new hires, add users to AD Groups, grant shared drives access via AD Group Membership and by editing Security on the share
  • Set login script, map Home drives, reset passwords and unlock accounts
  • Create Service accounts and test accounts
  • Disable AD accounts and remove AD Groups when terminated, move terminated users to No Access OU.

Service Desk Technical Lead

Ditech
04.2013 - 12.2014
  • Handling complex internal and external end-user support and vendor issues
  • Provide work direction and mentor others on project teams, to include performance management and associate development
  • Currently working with Citrix interface with the internal clients and using Lync 2010 and Director1 to remote to laptops and desktops to troubleshoot various application and system issues
  • Responsible for running Daily ACD metrics for Senior Management
  • Identify processes for improvement, documenting existing processes and work with Incident Management to ensure systems are available and document work around for the end user community until environment is stabilized.

Integration and Testing Project Coordinator

Compucom
07.2012 - 12.2014
  • Manage the IT Prep phase for Software Application packaging
  • Operates as POC for all open/in-process packaging requests managed by the application packaging team
  • Responsible for the initial review of all newly created packaging requests
  • Ensures all forms are complete, media is provided and install instructions are adequate to perform the packaging process
  • Transfers information from Admin Studio to Excel reports for client review
  • Responsible for weekly application review meeting and onsite client review meetings
  • Responsible for creating new documentation and training for internal and external staff
  • Worked with off shore teams to provide customer weekly progress reports.

Education

Associates Degree - Business Administration

American InterContinental University - AIU
Atlanta, GA
11.2006

Skills

  • Active Directory
  • Adobe
  • Adobe Photoshop
  • Adobe Flash
  • Admin Studio 11
  • Azure
  • Blackberry
  • Cisco
  • Citrix
  • Enterprise Server Administration
  • Change Administrator
  • Crystal Reporting (V8 and V9)
  • Documentum
  • HTML/XHTML
  • Imaging
  • Java
  • JavaScript
  • Lotus Notes
  • Mobile Devices
  • MS Office Suite
  • Office365
  • PeopleSoft
  • Project Management 2002
  • SAP
  • SharePoint
  • SCCM
  • SQL
  • Sales Logic
  • SMS
  • VNC
  • Track-IT
  • Ticketing System (Administrator)
  • Service Now Ticketing System (Peregrine Infra and Kaseya Web Based) and Remedy
  • Visual Basic
  • VPN
  • VMS
  • Windows 7/8/10/11
  • XML/XSL
  • AIX/Linux/UNIX
  • A
  • HDI
  • Management
  • ITIL 2
  • Network

Timeline

Senior User Computer Support Specialist

General Dynamics IT - Beacon Hill
03.2024 - Current

Sr. Service Desk Technician II

Almac Group
06.2021 - 02.2024

Service Desk Technician Level II

Finance of America Mortgage LLC
10.2018 - 06.2021

Service Desk Analyst Consultant

Independence Blue Cross
09.2017 - 10.2018

Enterprise Desktop Support Manager

Radius Global Solutions
03.2017 - 09.2017

Service Desk Analyst

Genesis Health Plan
03.2016 - 03.2017

Technical Support Analyst

Berkley Technologies
06.2015 - 01.2016

Service Desk Technical Lead

Ditech
04.2013 - 12.2014

Integration and Testing Project Coordinator

Compucom
07.2012 - 12.2014

Associates Degree - Business Administration

American InterContinental University - AIU

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PATRICIA MARIE MCGRORY