Patrick O. Price
Converse
Summary
Highly experienced Field Service & Technical Support Technician with a strong background in hardware repair, customer-facing support, troubleshooting, and technical training across gaming systems, POS systems, telecommunications, and enterprise IT environments. Proven ability to diagnose issues, complete field service tasks efficiently, resolve customer challenges on the first visit, and deliver exceptional customer service. Recognized for reliability, strong communication, and the ability to manage a high-volume workload independently while maintaining accuracy and professionalism.
Overview
20
20
years of professional experience
Work History
Field Service Technician
Scientific Games, INC.
01.2024 - 11.2025
- Provided onsite service and support to lottery retailer locations while delivering a positive customer service experience.
- Installed, removed, repaired, and maintained lottery terminals and associated peripherals.
- Performed scheduled preventive maintenance and responded to unscheduled service calls.
- Troubleshot technical issues onsite and over the phone, resolving first-call issues when possible.
- Trained new and existing retail staff on proper terminal operation and troubleshooting.
- Completed 6–10 work orders daily and maintained accurate service documentation.
- Diagnosed and resolved technical issues in gaming machines to ensure optimal performance.
- Conducted preventive maintenance on equipment, enhancing reliability and reducing downtime.
- Collaborated with cross-functional teams to implement system upgrades and improvements.
- Developed detailed service reports documenting repairs, modifications, and customer interactions.
- Led initiatives to enhance customer satisfaction through effective communication and timely service completion.
Helpdesk Associate
NTT Data Services
10.2021 - 11.2024
- Respond to customer technical problems/issues related to hardware, software, and networking via phone
- Assists customers by diagnosing problems and providing resolutions for technical service or care issues
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Identifies, researches, and provides input on unique or recurring customer problems
- Escalates more complex customer technical issues to senior-level support
- Responsible for providing telephone/email/chat, online, social media, and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.), and software custom or off the shelf software industry or proprietary
- Answers questions about installation, operation, configuration, customization, and usage of assigned products
- Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
- Documents problems in the support solution database for diagnostics and solution implementation
- Support Specialist-End user support-Desktop support-Windows operating system - Local and Network Installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry Editor, User Manager, Admin Commands
- Resolved technical issues through effective troubleshooting and customer support strategies.
- Managed ticketing system to prioritize and track user requests efficiently.
Customer Service Representative
Catapult
01.2021 - 04.2021
- Assisting Physician and Physician Assistants with Service Calls for Open Payments System
- Walkthrough of functions in the Open Payments Application
- Assist with Unlocking Accounts and Password Reset
- Providing Answers to Commonly Asked Questions
- Logging calls in ServiceNow software for accurate ticketing of issues
- Escalate to Higher Tiers for Service
- Close Service Call tickets using ServiceNow
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
IT Help Desk Analyst
HCL
09.2019 - 03.2020
- Accept & registers Service Calls
- Classify Service Calls according to the specified options
- Execute 1st attempt to solve the Service Call
- Refer Service Call to the appropriate Resolution Owner Support Group
- Tracks the progress of an owned Service Call during entire lifecycle to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.
- Ticketing calls in ServiceNow software for accurate ticketing of issues
- Escalate to the appropriate management level when thresholds are violated.
- Close Service Call tickets using ServiceNow
- Knowledge of Basic Networking.
- Computer and analytical skills.
- Identify Network Printer Issues and Resolve
- Mapping Network Printers
- Install and Reinstall of Network Printers and Drivers
- Resolved technical issues through remote troubleshooting, enhancing user satisfaction and reducing downtime.
- Provided first-level support for hardware and software inquiries, ensuring quick resolution of client concerns.
- Documented and updated knowledge base articles, improving accessibility of information for team members.
- Collaborated with cross-functional teams to identify recurring issues and implement effective solutions.
- Trained new hires on company systems and processes, fostering a knowledgeable support team environment.
Customer Service Representative
Catapult
04.2019 - 05.2019
- Assisting Customers with Service Calls for Open Payments System
- Walkthrough of functions in the Open Payments Application
- Assist with Unlocking Accounts and Password Resets
- Providing Answers to Commonly Asked Questions
- Logging calls in ServiceNow software for accurate ticketing of issues
- Escalate to Higher Tiers for Service
- Close Service Call tickets using ServiceNow
IT Help Desk Analyst
HCL
09.2017 - 03.2018
- Accept & registers Service Calls
- Classify Service Calls according to the specified options
- Execute 1st attempt to solve the Service Call
- Refer Service Call to the appropriate Resolution Owner Support Group
- Tracks the progress of an owned Service Call during entire lifecycle to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.
- Ticketing calls in ServiceNow software for accurate ticketing of issues
- Escalate to the appropriate management level when thresholds are violated.
- Close Service Call tickets using ServiceNow
- Knowledge of Basic Networking.
- Computer and analytical skills.
- Identify Network Printer Issues and Resolve
- Mapping Network Printers
- Install and Reinstall of Network Printers and Drivers
Service/Hoist Motor Technician
Christie Lites
10.2014 - 09.2016
- Performing service on lighting and motor rental equipment
- Following Technical Notes and Certification to service all rental equipment
- Following protocols for time logging and service tickets in System
- Safety and Load testing for Hoist Motors from 1/4 ton to 2 ton motors.
- Traveling to work at other facilities to help with work overflow.
- Knowledge of certifications for Life Lines, Chain Falls, and Super Towers
- Repairing over 400+ pieces of equipment per month.
- Diagnosed and repaired electrical and mechanical issues in lighting equipment.
- Conducted routine maintenance checks to ensure optimal performance of all systems.
- Collaborated with team members to troubleshoot complex technical problems effectively.
- Implemented process improvements that enhanced workflow efficiency in repair operations.
- Trained junior technicians on equipment handling and safety protocols, fostering skill development.
- Contributed to a safe working environment by adhering to safety protocols and maintaining clean workspaces.
Work at Home/E-share Technician
CenturyLink
09.2012 - 08.2014
- Taking 50 calls per day and Answering emails for Internet Help Desk
- Assist CenturyLink customers via phone and chat functions
- Troubleshoot phone, internet, and email problems
- Handled 1,100+ chats successfully per month
- Handled 1,000+ calls successfully per month
- Taking 10-15 calls per day for Voice (Phone Repair)
- Diagnosed and resolved technical issues to ensure optimal network performance.
- Collaborated with cross-functional teams to implement system upgrades and enhancements.
- Trained junior technicians on troubleshooting protocols and equipment maintenance procedures.
Support / Service Technician
Zone Systems Inc.
05.2006 - 02.2010
- Provided customer technical support for Laser Tag facilities
- Installed Laser Tag equipment
- Trained 50+ employees on maintaining and upkeep of equipment and how to navigate software and POS systems
- Repaired damaged equipment from Laser Tag facilities
- Maintained exceptional customer service ratings for 4 years
- Document malware threats and identify procedures to avoid them
- Analyze programs and software using analysis programs to identify threats
- Classify malware based on threats and commonalities
- Keep up-to-date on the latest malware threats and keep software updated to defend against them
- Face To Face training on-site of Point of Sales and Laser Tag System for owners and employees.
- Diagnosed and resolved technical issues for end-users, enhancing overall system performance.
- Provided exceptional customer support through troubleshooting and problem resolution techniques.
- Analyzed user feedback to identify recurring issues, driving targeted improvements in service delivery.
Education
Bachelor of Science - Business
DeVry University
Orlando, FL06-2012
Skills
- Problem-solving
- Positive attitude
- Troubleshooting and repair
- Field repairs
- Customer service
- Preventive Maintenance
- Technical troubleshooting
- Teamwork and coordination
- Customer training
- Inventory management
- Valid Driver's license
- Technical support
- Power tools operation
- Repair and installation
- Heavy lifting
- Courteous and professional
- Installation and maintenance
- Hardware and software installation
- Electrical troubleshooting
- Service quality
- Route planning
- Multimeter usage
- Fault diagnosis
- Equipment inspection
- Diagnostic testing
- Equipment Repair
- Tool management
- Relationship building
- Vehicle maintenance
- System installation
- Work orders
- Timely reports completion
- Work order management
- MS office
- Network connectivity
- Workflow management
- Calibration procedures
- Power tools
Timeline
Field Service Technician
Scientific Games, INC.
01.2024 - 11.2025
Helpdesk Associate
NTT Data Services
10.2021 - 11.2024
Customer Service Representative
Catapult
01.2021 - 04.2021
IT Help Desk Analyst
HCL
09.2019 - 03.2020
Customer Service Representative
Catapult
04.2019 - 05.2019
IT Help Desk Analyst
HCL
09.2017 - 03.2018
Service/Hoist Motor Technician
Christie Lites
10.2014 - 09.2016
Work at Home/E-share Technician
CenturyLink
09.2012 - 08.2014
Support / Service Technician
Zone Systems Inc.
05.2006 - 02.2010
Bachelor of Science - Business
DeVry University