Patrick Stewart
San Antonio
Summary
Technical Support Representative who understands the software and hardware needs of both business and home users. 13+ years of experience with onsite and remote technical support and troubleshooting. Proven skill in educating users and resolving problems with a high level of customer service.
Overview
27
27
years of professional experience
Work History
Data Center Technician
ZT Systems/AMD
San Antonio, TX
05.2023 - Current
- Managed installation and configuration of servers and networking equipment.
- Diagnosed and resolved hardware and software issues to maintain system uptime.
- Conducted routine maintenance on data center infrastructure, ensuring optimal performance.
- Monitored environmental conditions within data center to prevent equipment failure.
- Trained junior technicians on best practices for equipment handling and troubleshooting procedures.
- Oversaw inventory management of spare parts and supplies, optimizing resource allocation.
- Moved and installed shelves, power strips, rails, servers, switches and other equipment.
- Installed and managed structured cabling infrastructure.
- Collaborated with team members to improve overall service delivery, resulting in increased client satisfaction ratings.
- Accepted tasks and documented status using ticketing system, time reports and email.
- Reduced downtime for clients by swiftly addressing technical issues and performing routine maintenance on servers.
- Dressed and labeled cables for easy identification and traceability.
- Identified and reported problem devices and replaced defective parts.
- Assisted with the planning and execution of large-scale infrastructure upgrades, ensuring minimal disruption to client services.
- Mentored junior staff members providing valuable technical knowledge-sharing opportunities that fostered a supportive work culture within the team.
Information Technology Specialist
St. Mary's University
San Antonio, United States
11.2008 - 07.2022
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Technical Support Specialist
AT&T Uverse
San Antonio, United States
02.2007 - 08.2008
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Submitted service tickets for equipment maintenance requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Recorded and maintained relevant notes for each client and work order.
25B Information Technology Specialist
US Army
Los Angeles, CA
11.1998 - 09.2006
- Monitored networks and network devices to resolve technical problems quickly.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
Education
High School Diploma -
Nathaniel Narbonne Senior High School
Harbor City, CASkills
- Performance Monitoring and Optimization
- Startup and Shutdown Management
- Application Configuration
- Controls Recordkeeping
- Hardware Installation
- Software Management
- Virus Protection
- Data Backups
- Network Security
- User Support
- Printers and Peripherals
- Wide Area Network (WAN)
- LAN Protocols
- Hardware and Software Configuration
- Device Distribution
- Hardware Integration
- Software Updates
- Bug Fixes
- Remote Conferencing Support
- Video Equipment
- Mobile Device Management
- Workstation Maintenance
- Testing and Quality Assurance
- VoIP Systems
- Component Replacements
- Data Connectivity
- Case Support
Operating Systems
- Windows 8
- Windows 8.1
- Windows 10
- Windows 11
- MacOs 10.15
- MacOs 11
- MacOs 12
- MacOs13
- Android
- IOS
HARDWARE
- Desktop/Laptop
(Dell,HP,Sony,Apple)
- Printer
- Router
- Tablet
- Cell Phone
SOFTWARE
- MicroSoft Office
Word,Excel,PowerPoint,Outlook
- Zoom
- Skype
- Teams
- Antivirus
Timeline
Data Center Technician
ZT Systems/AMD
05.2023 - Current
Information Technology Specialist
St. Mary's University
11.2008 - 07.2022
Technical Support Specialist
AT&T Uverse
02.2007 - 08.2008
25B Information Technology Specialist
US Army
11.1998 - 09.2006
High School Diploma -
Nathaniel Narbonne Senior High School