Summary
Overview
Work History
Education
Skills
Volunteer
Accomplishments
Timeline
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Patrick Koenig

IT Services Technician
Columbus,OH

Summary

Detail-oriented Service Technician with proven history of testing and evaluating service options to offer quality resolutions. Frequently commended for completing service orders quickly and maintaining accuracy in documentation. Committed to providing superior service and clear client communication. Proven ability to communicate with both technical professionals and end users to identify and translate business requirements. Offering two years of experience driving data accuracy and integrity. Proven ability to develop valuable process solutions to meet business objectives. Can furnish insights, analytics, and business intelligence needed to guide decisions. A quick learner dedicated to continuing professional development and certifications

Overview

10
10
years of professional experience
9
9
years of post-secondary education

Work History

IT Services Technician

FRANKLIN UNIVERSITY
Columbus, OH
07.2019 - Current
  • Evaluated systems according to predetermined checklist and noted issues.
  • Applied knowledge of standard equipment and manufacturer repair guidelines.
  • Facilitated best user experience through continuous support and communication of system changes.
  • Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Researched product and issue resolution tactics to address customer concerns.
  • Assisted with updating technical support best practices for use by team.
  • Drafted and distributed training manuals for devices used by various employees.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Used JSON and VBS scripting skills to contribute to internal technical tools.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Set up network profiles, security permissions and file sharing systems.
  • Provided all level support to Canvas Learning Management System
  • Managed high levels of call flow and responded to a multitude of technical support needs.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Promoted efficiency among departments with prompt resolution of system issues.

Federal Work Study University Information Systems

FRANKLIN UNIVERSITY
Columbus, OH
12.2017 - 07.2019
  • Helped with administrative support by managing incoming calls, coordinating files and sorting mail.
  • Produced high-quality communications for internal and external use.
  • Produced ad hoc reports and documents for senior team members.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Assisted and completed the designing of SQL queries for Starfish title III Grant project.
  • Responsible for migration of student transcripts Urbana University acquisition.
  • Copied, logged and scanned supporting documentation.
  • Developed database objects, including tables, views and materialized views using SQL
  • Participated in requirements meetings and data mapping sessions to understand business needs.
  • Recommended data standardization and usage to ensure data integrity.
  • Coordinated statistical data analysis, design, and information flow.
  • Resolved trouble tickets to reduce the backlog within a Linux environment.

Telecommunications Account Manager

CONNELLY, INC
San Diego, CA
10.2014 - 12.2014
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Ensured quality of AT&T business class services by mitigating the migration of network from copper DSL lines to Fiber Optic.
  • Handled Costa Mesa region client companies and brought in new accounts as available.
  • Developed competitive comparison tables of pricing, fees, ratings, category and product performance to use for account sales calls.
  • Upgraded and expanded network systems and their components.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.

Customer Care Coordinator/ Insurance Specialist

RINKOV EYECARE
Columbus, OH
11.2012 - 09.2014
  • Provided base level IT support to non-technical personel within the business.
  • Recorded patients' medical history, vital statistics and test results in medical records.
  • Demonstrated ability to lead and motivate outstanding healthcare teams.
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Obtained information about clients' medical history, drug history, complaints, and allergies.
  • Scheduled and accompanied clients to medical appointments.
  • Performed clerical duties, including word processing, data entry, answering phones and filing.
  • Verified patients' eligibility and claims status with insurance agencies.
  • Examined patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under their policies when applicable.

Certified Personal Fitness Trainer

SELF
Columbus, OH
06.2008 - 06.2011
  • Personal Fitness Training Certification through W.I.T.S
  • Trained clients during strength training, cardio vascular exercise and stretching.
  • Designed specific workout systems for individual clients based on performance ability.
  • Developed, planned and led personal and group fitness sessions as well as well-known specialty fitness programs.
  • Recruited new participants each month with expertise in relationship-building and personal training.

Education

Master of Science - Computer Science

Franklin University
Columbus
08.2018 - 08.2022

Bachelor of Science - Environmental Science; Natural Resources+Hydrology

The Ohio State University
Columbus, OH
09.2006 - 06.2011

Skills

    SQL/ Microsoft SQL Server

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Volunteer

COLUMBUS METROPOLITAN LIBRARY
Homework Help Center Volunteer I Columbus, OH I February 2019 - January 2020
• Collaborated with K through 12 students to complete homework assignments, identify lagging skills and correct weaknesses.
• Developed student confidence though attentive instruction in math, and science primarily, applying positive reinforcement strategies.

Accomplishments

    Franklin University Core Value Award for Excellence Recipient | April 2021

    - EXCELLENCE means pursuing exceptional results with determination, pride, and passion. By modeling EXCELLENCE, one should take responsibility for: Providing dedicated service to students, colleagues,

    and the community; Practicing creativity and open-mindedness every day; Being innovative and forward-thinking; Refusing to accept mediocrity.

Timeline

IT Services Technician

FRANKLIN UNIVERSITY
07.2019 - Current

Master of Science - Computer Science

Franklin University
08.2018 - 08.2022

Federal Work Study University Information Systems

FRANKLIN UNIVERSITY
12.2017 - 07.2019

Telecommunications Account Manager

CONNELLY, INC
10.2014 - 12.2014

Customer Care Coordinator/ Insurance Specialist

RINKOV EYECARE
11.2012 - 09.2014

Certified Personal Fitness Trainer

SELF
06.2008 - 06.2011

Bachelor of Science - Environmental Science; Natural Resources+Hydrology

The Ohio State University
09.2006 - 06.2011

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Patrick KoenigIT Services Technician