Patrick Maka
La Plata,Maryland
Summary
Computer security professional with 3 years of progressive experience in help desk industry. Demonstrated skill identifying business risks and compliance issues and designing proactive solutions. Background designing and implementing layered network security approaches.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Team leader-Personal Banker
PNC Bank
03.2024 - Current
- Interpret organizational budgets and accounts or financial administrative procedures, practices and regulations
- Evaluate and apply Financial Management Regulations
- Conduct weekly meetings with branch staff to review performance and discuss strategies for improvement
- Facilitate the on-boarding of new team members, ensuring they understood their roles and responsibilities
- Develop training programs for bank employees on customer service and sales techniques.
Help Desk Support
Alpha Security System Inc
03.2023 - 03.2024
- Supported customers with password resets and accounts
- Responded to incoming calls from customers regarding their technical queries
- Performed troubleshooting activities on various software platforms such as Microsoft Office Suite and Adobe products
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
Help Desk Support Specialist
Inter-Con Security System
01.2022 - 03.2023
- Obtained Top-Secret clearance
- Served on team managing server deployment and allocation of virtual server capacity
- Commended for technical, analytical, effective task prioritization, and customer service orientation
- Assisted the IT and ticketing department in the troubleshooting and escalation of client's endpoint and server issues.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Streamlined help desk operations for increased efficiency and improved response times.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
Personal Banker
Desjardins
03.2018 - 12.2021
- Managed a portfolio of 200+ customers, exceeding sales goals by 15% through active prospecting and effective cross-selling of products
- Collaborated with ecosystem partners to expand customer share of wallet and generate new revenue streams
- Trained new team members on banking products, sales processes, and customer service best practices
- Participated proactively in branch's operations and maintained a clean and organized work environment
- Completed payroll reports and weekly/quarterly audits, processed new hires/separations, and maintained metric data
- Formulated and estimated budget to support plans, programs, and activities
- Reviewed and evaluated budget requests and reporting of obligations and expenditures.
Education
Associate degree Entrepreneurship -
Outaouais Entrepreneurship Center
Quebec, Canada12.2019
Bachelor of Science in Management -
University of Buea
Buea, Cameroon08.2017
Skills
- English (Fluent)
- Spreadsheet
- Microsoft Word
- PowerPoint
- Excel
- Peoplesoft
- Service Browser
- Edge
- Oracle
- SAAP (Basic)
- Sage (Intermediate)
- Teamwork and Collaboration
- Problem-Solving
- People Management
- Coaching and Mentoring
- Conflict Resolution
- Daily workflow improvement
Websites
Certification
- Comptia (security plus )
- PMP Certified
- Scrum master
- Safe
Personal Information
Title: PSM
Hobbies and Interests
- Reading
- Dancing
- Traveling
- Playing Football
Training
- Project Management Professional, 3429403
- Professional Scrum Master, 793853
Clearance
Active top secrete
Timeline
Team leader-Personal Banker
PNC Bank
03.2024 - Current
Help Desk Support
Alpha Security System Inc
03.2023 - 03.2024
Help Desk Support Specialist
Inter-Con Security System
01.2022 - 03.2023
Personal Banker
Desjardins
03.2018 - 12.2021
Associate degree Entrepreneurship -
Outaouais Entrepreneurship Center
Bachelor of Science in Management -
University of Buea
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