Patrick Blackmon
Killeen
Summary
Versatile and experienced professional with 9+ years of combined experience in system administration, IT support, customer service, and account collections. Over 7 years of experience supporting IT infrastructure, troubleshooting hardware and software, resolving network connectivity issues, managing user accounts, and applying system security patches in a U.S. Army environment. Additional experience as a Collection Agent at InteLogix and a Work-from-Home Customer Support Agent at Ansafone, providing high-quality customer service, handling high-volume calls, resolving customer concerns, documenting interactions, managing sensitive information, and maintaining performance standards in fast-paced environments. Strong communicator with proven abilities in technical troubleshooting, problem solving, conflict resolution, active listening, leadership, and customer service. Holds multiple industry-recognized IT and cybersecurity certifications, including CompTIA A+, Network+, Security+, CASP+, and Certified Ethical Hacker (CEH).
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Agent — Work From Home
Ansafone
08.2025 - 01.2026
- Provided professional customer support in a remote, work-from-home environment while handling customer inquiries and service-related concerns.
- Managed high-volume inbound customer interactions while maintaining professionalism, accuracy, and a customer-focused approach.
- Assisted customers with account questions, service issues, and general support needs while working to provide timely and effective resolutions.
- Used active listening and problem-solving skills to understand customer concerns and determine appropriate solutions.
- Documented customer interactions, account information, and issue resolutions accurately in company systems.
- Maintained customer confidentiality and followed established policies and procedures when handling sensitive customer information.
- De-escalated challenging customer interactions by remaining calm, professional, and solution-oriented.
- Communicated information clearly and effectively to customers while adapting communication style to meet individual customer needs.
- Navigated computer systems and software applications to access customer information and provide efficient support.
- Managed multiple tasks while maintaining attention to detail and meeting productivity and performance expectations.
- Collaborated with supervisors and team members to resolve complex customer issues and escalate concerns when appropriate.
- Demonstrated reliability, self-management, and time-management skills while working independently in a remote environment.
- Maintained a professional customer experience while working in a fast-paced and performance-driven call center environment.
Collection Agent
InteLogix
07.2024 - 07.2025
- Managed inbound and outbound customer calls regarding outstanding accounts and past-due balances while maintaining a professional and customer-focused approach.
- Communicated with customers to discuss account status, payment options, and available arrangements in accordance with company policies and procedures.
- Negotiated and established payment arrangements based on customer circumstances and applicable account requirements.
- Accurately documented customer interactions, account information, payment arrangements, and follow-up activities in company systems.
- Reviewed account information and verified customer details while maintaining confidentiality and protecting sensitive customer information.
- Used active listening, conflict resolution, and problem-solving skills to address customer concerns and resolve account-related issues.
- Handled difficult and escalated customer interactions professionally while working toward positive resolutions.
- Maintained productivity and performance standards in a fast-paced, high-volume call center environment.
- Followed established policies, procedures, and regulatory requirements when communicating with customers and handling account information.
- Demonstrated strong verbal and written communication skills while explaining account information and payment options clearly and accurately.
- Collaborated with team members and supervisors to resolve complex customer issues and determine appropriate solutions.
- Prioritized daily workloads, managed follow-up activities, and maintained accurate records to support efficient account resolution.
- Delivered consistent customer service while balancing company objectives with customer needs and maintaining professionalism during challenging interactions.
System Administrator
United States Army
Various Locations, Texas
01.2017 - 07.2024
- Managed and supported IT infrastructure, computer systems, hardware, software, and network resources to maintain reliable and effective technology operations.
- Provided technical support to end users by diagnosing and resolving hardware, software, operating system, and network connectivity issues.
- Performed system troubleshooting and fault isolation to identify root causes of technical problems and implement effective corrective actions.
- Applied routine system patches, updates, and security fixes to help protect systems against emerging security threats and maintain operational readiness.
- Managed user accounts and access rights, ensuring users received appropriate system permissions based on operational requirements.
- Assisted with account provisioning, access provisioning, access management, and permission changes while supporting organizational security requirements.
- Diagnosed and corrected network connectivity and system performance issues, collaborating with team members to restore services and minimize operational disruptions.
- Installed, configured, maintained, and troubleshot computer hardware and software to support mission requirements and end-user productivity.
- Performed hardware and software repairs after identifying system faults and technical issues.
- Supported the availability and performance of IT systems by monitoring technical issues and responding to service interruptions.
- Provided direct end-user technical support and guidance, helping users resolve technology issues and effectively use IT resources.
- Collaborated with technical teams and organizational personnel to troubleshoot complex IT issues and implement timely solutions.
- Followed established cybersecurity and IT security practices when managing systems, user access, software, and security updates.
- Assisted with maintaining system security by ensuring applicable patches and updates were applied in a timely manner.
- Demonstrated strong attention to detail when troubleshooting, configuring, repairing, and maintaining IT equipment and systems.
- Communicated technical information clearly to users and team members while maintaining a professional and customer-focused approach.
- Prioritized multiple technical issues and responsibilities while working in a fast-paced environment with mission-critical operational requirements.
Education
Certificate - Computer Information Systems
California Institute of Arts and Technology (CIAT)
National City, CA11.2023
Skills
- Network Device Troubleshooting
- Account and Permission Management
- Customer Support & Call Center
- Inbound and Outbound Customer Service
- Work-from-Home Customer Support
- High-Volume Call Handling
- Account Management
- Collections
- Payment Arrangements
- Conflict Resolution
- De-escalation
- Call Documentation
- Technical Support
- Problem Resolution
- Communication
- Conflict Management
- Active Listening
- Time Management
- Accountability
- Customer Service
Certification
- CompTIA A+ — 2024
- CompTIA Network+ — 2024
- CompTIA Security+ — 2023
- CompTIA Advanced Security Practitioner (CASP+) — 2023
- Fiber Optic Installer — 2023
- Certified Ethical Hacker (CEH) — 2019
CORE COMPETENCIES
System Administration | IT Infrastructure | Technical Support | Network Troubleshooting | Cybersecurity | Hardware & Software Support | User Account Management | Access Control | System Patching | Security Updates | Customer Support | Collections | Call Center Operations | Account Management | Conflict Resolution | De-escalation | High-Volume Calls | Incident Resolution | End-User Support | Data Entry | Documentation | Problem Solving | Leadership | Customer Service
Timeline
Customer Support Agent — Work From Home
Ansafone
08.2025 - 01.2026
Collection Agent
InteLogix
07.2024 - 07.2025
System Administrator
United States Army
01.2017 - 07.2024
Certificate - Computer Information Systems
California Institute of Arts and Technology (CIAT)