Patrick Hatfield
Peoria,AZ
Summary
Results-driven IT Support Engineer with extensive expertise in troubleshooting, system administration, and network management. Proven track record of swiftly resolving complex technical issues, leading to enhanced operational efficiency. Excels in cultivating strong communication channels across diverse teams and organizations. Notable achievements include streamlining processes that significantly improved system performance.
Overview
9
9
years of professional experience
Work History
IT Support Engineer
Solution Partner
Peoria, AZ
11.2023 - Current
- Configured and supported virtual environments using VMware, Hyper-V, and Azure, optimizing resource utilization.
- Participated in after-hours on-call rotation for critical support needs.
- Managed daily backup processes for all servers using VEEAM backup and recovery software solutions.
- Performed disaster recovery for hardware failures and ransomware attacks.
- Deployed and maintained 3CX VOIP installations for various customers.
- Configured managed Group Policy, network directories, and user permissions in both on-premises and Entra Active Directory.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions. Developed training materials and procedures, or trained users in the proper use of hardware or software.
- Conducted remote diagnostics to identify and solve technical problems using PSA ConnectWise software.
- Tracked assets and managed hardware upgrades based on age.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Provided technical support to users by troubleshooting hardware and software issues.
- Collaborated with vendors in order to acquire necessary hardware components or software licenses at discounted prices.
Help Desk Engineer
Collins Aerospace Systems
Rockford, IL
12.2022 - 11.2023
- Assessed customer needs accurately to provide best possible solutions.
- Facilitated communication between technical and non-technical stakeholders to ensure clear understanding of issues.
- Ensured compliance with established standards for security, performance, reliability and availability.
- Collected, analyzed and reported on data for use in operational planning.
- Provided remote support for users onsite or offsite.
- Investigated root cause of incidents reported by users.
- Maintained accurate records of help desk requests using ticketing system.
- Ensured compliance with security policies and procedures to protect sensitive information.
- Assisted with system upgrades and maintenance tasks.
- Created user accounts, passwords and profiles.
- Collaborated with other team members to address complex technical problems.
System Administrator
Communication Connections
Rockford, IL
02.2016 - 12.2022
- Collaborated with other teams to develop solutions for various projects.
- Coordinated with vendors and support teams to resolve technical issues and procure necessary equipment.
- Consulted users to determine areas in need of improvement.
- Installed, configured, and updated software and hardware components, ensuring system integrity and compatibility.
- Resolved complex technical problems within established service level agreements.
- Maintained inventory of hardware assets including servers, laptops, desktops.
Education
Associate of Science -
Rock Valley College
Rockford04-2017
Skills
- Hardware diagnostics
- VEEAM
- Firewall
- Server management
- IT documentation
- Web server management
- Disaster recovery planning
- Data backup and recovery
- 3CX
- VPN configuration
- Active directory
- Cisco Routers/Switches
- HP Switches
- Sonicwall Firewall
- Hyper-V
- Email administration
- Network architecture
- Windows server
- Azure
- AWS
Timeline
IT Support Engineer
Solution Partner
11.2023 - Current
Help Desk Engineer
Collins Aerospace Systems
12.2022 - 11.2023
System Administrator
Communication Connections
02.2016 - 12.2022
Associate of Science -
Rock Valley College
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