Patrick Angeline
Lafayette Hill,PA
Summary
Committed and motivated individual with exceptional customer service and decision making skills. Strong work ethic, professional demeanor, knowledge of computers and great initiative.
Overview
14
14
years of professional experience
Work History
Senior Desktop Support Technician
Acara Solutions (Lockheed Martin)
03.2024 - Current
- Collaborated with IT team members on various projects, ensuring seamless integration of new hardware and software solutions.
- Streamlined ticket resolution process, leading to faster problem-solving for end-users.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Enhanced system performance by routinely updating software and performing hardware upgrades.
- Optimized computer performance through regular system diagnostics, repairs, and upgrades as needed.
- Increased productivity by setting up and configuring new workstations according to user needs.
- Successfully onboarded new employees by setting up workstations, peripherals, and profiles while providing comprehensive training on company software applications.
- Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate.
Service Desk Analyst
Merakey
04.2023 - 03.2024
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Engaged in user support interactions via telephone, chat and email platforms.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
Team Leader
SAS Retail Services
08.2022 - 04.2023
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Assistant Store Manager
GameStop
07.2017 - 02.2021
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Rotated merchandise and displays to feature new products and promotions
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies
- Processed payments for credit and debit cards and returned proper change for cash transactions
- Handled customer service by dealing with complaints, organizing stock and answering customer questions
- Coached team on effective upselling and cross-selling methods
Team Leader
Jay Street Video Games
02.2016 - 07.2017
- Led team of three members while providing exceptional customer service
- Cross-trained and provided back up for customer service managers
- Trained team on all aspects of operating procedures and company services
- Assessed workloads to meet seasonal fluctuation needs
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
- Kept work areas clean, organized and safe to promote efficiency and team safety
Delivery Driver
Domino's Pizza
05.2015 - 02.2016
- Completed on-time deliveries by choosing best and most efficient routes.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Accurately recorded delivery, payment and route information using handheld devices.
- Fostered positive working relationships with regular customers.
Sales Clerk
Wine & Spirits Retailers Inc.
05.2011 - 03.2015
- Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members
- Supported promotional plans by updating signage with price changes
- Kept front check out area clean and organized for efficient service
- Helped customers complete purchases by moving heavy items, collecting payments and bagging purchases
Education
Bachelor of Science - Information Technology
Thomas Jefferson University
Philadelphia, PA08.2022
Associate of Arts - Liberal Studies
Montgomery County Community College
Blue Bell, PA12.2020
High School Diploma -
Roman Catholic High School
Philadelphia, PA06.2010
Skills
- Meticulous attention to detail
- Computer-savvy
- Filing and data archiving
- Verifying data accuracy
- Strong problem solver
- Excellent communication skills
- Customer service-oriented
- Proficient in MS Office
- Complaint resolution
- Inbound and Outbound Calling
- Problem-solving skills
- Ticketing system proficiency
- Software installation
- Data backup and recovery
- Asset management
- Hardware diagnostics
- New system deployment
- Data transfer best practices
Timeline
Senior Desktop Support Technician
Acara Solutions (Lockheed Martin)
03.2024 - Current
Service Desk Analyst
Merakey
04.2023 - 03.2024
Team Leader
SAS Retail Services
08.2022 - 04.2023
Assistant Store Manager
GameStop
07.2017 - 02.2021
Team Leader
Jay Street Video Games
02.2016 - 07.2017
Delivery Driver
Domino's Pizza
05.2015 - 02.2016
Sales Clerk
Wine & Spirits Retailers Inc.
05.2011 - 03.2015
Bachelor of Science - Information Technology
Thomas Jefferson University
Associate of Arts - Liberal Studies
Montgomery County Community College
High School Diploma -
Roman Catholic High School
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