Patrick Paul Pitts
Austell,United States
Overview
17
17
years of professional experience
1
1
Certification
Work History
Information Technology Specialist (Customer Support)
Internal Revenue Service
Atlanta, United States
10.2018 - Current
- Delivered comprehensive technical support services, including troubleshooting and installation of IT equipment.
- Troubleshot complex hardware and software issues, ensuring minimal disruption to critical business operations.
- Maintained strong customer relationships through effective communication and remote support solutions.
- Configured and installed software applications, diagnosing connectivity and access problems for users.
- Identified and resolved recurring problems using structured approaches, enhancing overall system reliability.
- Prepared login scripts and established network access protocols for local and remote users.
- Evaluated new tools and trends in customer support, recommending improvements for user experience.
- Executed projects focused on advanced information technologies to enhance data analysis capabilities.
Patient Advocate
Atlanta VA Medical Center
Decatur, United States
10.2014 - 10.2018
- Served as lead Patient Advocate, resolving complaints swiftly with precise, comprehensive communication.
- Developed and formatted reports from the Patient Advocate Tracking System for trend analysis.
- Coordinated support electronically, in-person, and telephonically to resolve patient needs proactively.
- Tracked customer data, analyzed trends, and recommended solutions to address recurring issues.
- Researched and responded to Congressional inquiries with detailed, accurate information.
- Led organizational data collection and presentation initiatives for senior leadership review.
- Provided veterans consistent, accurate information per established policies and procedures.
- Developed Service Recovery strategies at Atlanta VAMC, collaborating with healthcare providers.
Program Support Clerk
Department of Veteran Affairs
Decatur, United States
01.2012 - 05.2014
- Processed enrollment and eligibility requests while developing standard operating procedures for mail distribution.
- Researched laws and regulations to ensure accurate program documentation completion.
- Counseled veterans on case developments and available VA healthcare services.
- Explained priority groups and monetary thresholds for enrollment eligibility.
- Assisted veterans with income verification letters and federal tax discrepancy resolutions.
- Created written responses addressing complex inquiries from internal and external customers.
- Guided VA healthcare facility staff on financial eligibility regulations and policies.
- Developed financial assessments to determine veterans' enrollment priorities and benefits.
Service Claims Representative
Social Security Administration
Atlanta, United States
09.2008 - 12.2011
- Processed enrollment and eligibility requests, ensuring compliance with regulations and directives.
- Developed standard operating procedures and manuals to enhance documentation accuracy.
- Conducted research on laws and regulations to support proper completion of program documentation.
- Collaborated with external organizations to resolve assignment issues effectively.
- Advised claimants on case developments and services offered by local state agencies.
- Drafted comprehensive written responses to complex inquiries from clients and stakeholders.
- Guided junior Social Security staff on policies for SSI benefits eligibility and compliance.
- Created financial assessments to prioritize veterans for enrollment and benefits.
Education
Bachelor's Degree - Bachelor of Science, Information Technology
University of Phoenix
Atlanta, GA, United States11.2010
Skills
- Technical support
- Network troubleshooting
- Software installation
- Configuration management
- Remote assistance
- Customer relationship management
References
Available upon request
Certification
- Basic Measurement Concepts in Six Sigma, 03/12
- Basics of Six Sigma Projects and Teams, 03/12
- Quick Wins in Six Sigma Implementation, 01/17/13
- CompTIA Cybersecurity Analyst + Hardware & Security
- CompTIA Cybersecurity Analyst+ CS0-001: Monitoring for Security Issues
- Information Security Program Development and Management (Part 1)
- Information Security Incident Management (Part 2)
- CISSP: Identity and Access Management
- Cloud Computing Security: Cloud Management
- Cloud Security Management: Architecture Security
- Cloud Security Management: Data Security
- Cloud Security Management: Operations Security
- CompTIA Cybersecurity Analyst+ CS0-001: Investigate Security Incidents
- CS0-002 - CompTIA Cybersecurity Analyst+: IT Security Risk Mitigation
- CS0-002 - CompTIA Cybersecurity Analyst+: Software Development Security
- SECFND: Security Management Part 2
- SECFND: Security Management Part 1
- SY0-601 - CompTIA Security+: Implementing Cybersecurity Resilience
- SY0-601 - CompTIA Security+: Virtualization, Cloud Computing, and Cloud Cybersecurity Solutions
- Security Software Assessments: Security Software Assessments
- CLDFND: Cisco CloudCenter Components
- Cloud Security Management: Legal & Compliance
- Cloud Security Management: Platform & Infrastructure Security
- Cloud Security Management: Risk Management
- Cloud System Security - Platform and Infrastructure
- IINS 3.0: AnyConnect VPN Using ASDM
- Risk Analysis: Security Risk Management
- CS0-002 - CompTIA Cybersecurity Analyst+: User Account Security
- Cyber Security Audits
- Entrust01-Introduction to the Public Key Infrastructure
- Deploying Applications and Software Updates
- Security Strategy: Patch Management Strategies
- Data Management and Device Security
Evening Phone
678-574-2441
Desired Locations
United States, GA, Atlanta
Timeline
Information Technology Specialist (Customer Support)
Internal Revenue Service
10.2018 - Current
Patient Advocate
Atlanta VA Medical Center
10.2014 - 10.2018
Program Support Clerk
Department of Veteran Affairs
01.2012 - 05.2014
Service Claims Representative
Social Security Administration
09.2008 - 12.2011
Bachelor's Degree - Bachelor of Science, Information Technology
University of Phoenix