Patrick Fitzgerald
Graham,NC
Summary
Help Desk Technician with expertise in delivering high-quality support through efficient ticket management and resolution. Proficient in troubleshooting hardware and software issues, ensuring minimal downtime for users. Strong communication and problem-solving skills contribute to enhanced user satisfaction and service delivery.
Overview
13
13
years of professional experience
Work History
Product Support Specialist Tech 3/Back Up Lead
Noregon Systems
Greensboro, NC
04.2024 - Current
- Provided technical support to customers via phone, email and chat.
- Addressed customer complaints promptly and professionally.
- Researched and identified solutions to customer inquiries and escalated unresolved issues to appropriate team members.
- Created knowledge base articles for common customer inquiries.
- Developed product training materials and conducted user training sessions.
- Performed user acceptance testing for HubSpot CRM.
- Conducted side-by-side training for newer agents to refine work processes.
PC Repair Technician
Lenovo
Whitsett, NC
04.2021 - 04.2024
- Performed diagnostics on computers to identify hardware and software issues.
- Replaced defective parts with new ones using appropriate tools.
- Tested functionality of all major components after repairs were completed.
- Checked system performance using diagnostic software programs.
- Documented repair work performed in order to track progress of each job.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Inspected damaged, worn and faulty parts and performed appropriate adjustments and replacements.
- Removed malfunctioning components and replaced with new or refurbished parts.
Server/Bartender
Wings to Go
Burlington, NC
11.2018 - 04.2021
Server
Olive Garden Italian Kitchen
Burlington, NC
07.2017 - 12.2018
Team Leader
Chick-fil-A
11.2012 - 06.2016
Education
diploma -
Summer creek high school
Some College (No Degree) -
Alamance Community College
Graham, NCSome College (No Degree) -
Alamance Community College
Graham, NCSkills
- Quick learner
- Good with people
- Good work ethic
- Punctual
- Analytical and methodical
- Windows
- Computer skills
- Communication skills
- Hardware And Software Installation
- Equipment Repair
- Equipment Maintenance Proficiency
- Component Upgrades
- Diagnostics
- Maintenance Records
- Faulty Hardware Replacement
- System Testing
- Defect analysis and resolution
- Repair Logging
- Remote technical support
- SLA management
- CRM software
- User training
- Application support
Timeline
Product Support Specialist Tech 3/Back Up Lead
Noregon Systems
04.2024 - Current
PC Repair Technician
Lenovo
04.2021 - 04.2024
Server/Bartender
Wings to Go
11.2018 - 04.2021
Server
Olive Garden Italian Kitchen
07.2017 - 12.2018
Team Leader
Chick-fil-A
11.2012 - 06.2016
diploma -
Summer creek high school
Some College (No Degree) -
Alamance Community College
Some College (No Degree) -
Alamance Community College
Similar Profiles
G. Gregory CaulfieldG. Gregory Caulfield
Inside Sales Professional at Noregon SystemsInside Sales Professional at Noregon Systems
Sean AdamsSean Adams
National Sales Partner at Noregon SystemsNational Sales Partner at Noregon Systems
Julie HamiltonJulie Hamilton
Vice President of Sales Solutions at Noregon SystemsVice President of Sales Solutions at Noregon Systems
Maryanna RangelMaryanna Rangel
Sales Associate at AutoZoneSales Associate at AutoZone
Tyler HickmanTyler Hickman
Barista/Line Cook at Dunkin DonutsBarista/Line Cook at Dunkin Donuts