Patrick Craven
Network Operations
North Smithfield,RI
Summary
Adaptable and experienced with troubleshooting complex technical issues, ensuring timely and effective resolutions. Utilizes strong troubleshooting skills and customer-focused approach to support operations.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Network Operations Tier 2 Incident Handler
EKHP Consulting, LLC
11.2024 - Current
- Functioned as an escalation point on complex issues to provide consistent and clear communication on progress towards resolution.
- Assisted colleagues as a point of escalation and as a knowledge resource.
- Maintained high levels of customer satisfaction through clear communication, empathetic listening, and diligent problem-solving efforts.
- Diagnosed and troubleshot hardware, software and network issues.
- Provided excellent customer service when responding to inquiries, addressing concerns, and resolving issues in a timely manner.
Network Operations Tier 1.5 Incident Handler
EKHP Consulting LLC
08.2023 - 11.2024
- Maintained consistent records of work completed for tracking and reporting.
- Established effective communication channels between IT departments and end-users, resulting in quicker resolution times.
- Reduced downtime with efficient identification and resolution of network problems.
CS Technical Manager
Circana
02.2020 - 08.2023
- Managed the Gainsight Health platform and optimized the health score output.
- Managed the ongoing communications through Gainsight Journey Orchestrator.
- Managed the day to day use of Salesforce by troubleshooting issues and implementing necessary changes.
- Became a key resource in any new technology implementation and determined the correct way to implement the tools.
- Liaised between business and technology units to manage delivery schedules for applications.
Customer Success Analyst
Circana
08.2016 - 02.2020
- Presented findings via talks and written reports.
- Developed standard operating procedures and internal processes related to using our tools and handling tickets.
- Analyzed data trends for management team.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
Bachelor of Arts - Spanish And International Relations
Saint Anselm College
Manchester, NH 08.2012 - 05.2016
Skills
Data Entry
Problem-Solving
Analytical and Critical Thinking
Remote support
Systems administration
Incident management
Timeline
Network Operations Tier 2 Incident Handler
EKHP Consulting, LLC
11.2024 - Current
Network Operations Tier 1.5 Incident Handler
EKHP Consulting LLC
08.2023 - 11.2024
CS Technical Manager
Circana
02.2020 - 08.2023
Customer Success Analyst
Circana
08.2016 - 02.2020
Bachelor of Arts - Spanish And International Relations
Saint Anselm College
08.2012 - 05.2016
Similar Profiles
Sharath Chandra KujalaSharath Chandra Kujala
Senior Business Analyst at IndraSur Consulting Services, Pvt. Ltd (Akytech Consulting LLC & ProGov Partners LLC)Senior Business Analyst at IndraSur Consulting Services, Pvt. Ltd (Akytech Consulting LLC & ProGov Partners LLC)
Gina M. BlissGina M. Bliss
Founder at Penn Family Pharma Consulting, LLC – Bliss Compliance ConsultingFounder at Penn Family Pharma Consulting, LLC – Bliss Compliance Consulting
Gulnara SharifovaGulnara Sharifova
Accountant at Global Accounting Consulting LLC (Proud Audit LLC, Global Audit LLC)Accountant at Global Accounting Consulting LLC (Proud Audit LLC, Global Audit LLC)
Nathan ZubaNathan Zuba
Senior Consultant at Booz Allen Hamilton, Inc.Senior Consultant at Booz Allen Hamilton, Inc.
Laura MolloyLaura Molloy
Online Store Owner at Self-EmployedOnline Store Owner at Self-Employed