Patsy Purcella
Grapevine,Texas
Summary
Accomplished Senior IT Applications Administrator at HUB International Limited, with a proven track record in enhancing process efficiency and knowledge base development. Spearheaded cross-departmental collaborations, significantly improving onboarding procedures and technical support. Demonstrates meticulous attention to detail and strong analytical skills, driving impactful company initiatives. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior IT Applications Administrator
HUB International Limited
04.2020 - Current
- Provide support for key applications, including Focus, ImageRight, and others.
- Offer desktop support to end users
- Developed and maintain onboarding procedures, ensuring consistency and efficiency and serve as the Subject Matter Expert (SME) for onboarding procedures.
- Established policies and procedures for computer inventory management.
- Ensure the daily integrity of email and fax deliveries.
- Created and maintain over 1,000 knowledge base documents.
- Collaborate on projects with various internal teams to drive company initiatives.
IT Applications Administrator
HUB International Limited
08.2015 - Current
- Support key applications such as Focus, ImageRight, and others, alongside desktop support responsibilities.
- Maintain onboarding procedures as the SME and establish inventory management policies.
- Ensure email and fax delivery integrity and develop extensive knowledge base documentation.
- Collaborate across departments to support projects and initiatives.
Team Lead - Onboarding and Offboarding
HUB International Limited
04.2013 - 08.2015
- Led a team of 3 employees processing onboarding, offboarding, and transfer requests for all HUB locations.
- Streamlined onboarding and offboarding processes to improve efficiency and accuracy.
Help Desk Technician
HUB International Limited
04.2012 - 04.2013
- Provided end-user troubleshooting and desktop support for software and hardware issues.
- Delivered remote support to users across multiple locations, ensuring quick resolution of technical issues.
- Simplified technical information for non-technical users to enhance understanding.
- Maintained detailed documentation of help desk tickets for proper tracking and resolution.
- Contributed to the creation and upkeep of a knowledge base.
- Consistently was rewarded for being a top performer
Education
Associate of Applied Science - Electronics Engineering
ITT Technical
Arlington, Texas09.1998
Skills
- ServiceNow Familiarity
- Inventory Management Skills
- Strong Analytical Skills
- Meticulous Attention to Detail (Love, Love Details)
- Process Improvement
- Cross-Departmental Collaboration
- Knowledge Base Development
- Technical Support and Troubleshooting
Certification
· CompTIA A+
· CompTIA N+
· ITIL Fundamentals
· MCE
· HDI Support Center Analyst
Timeline
Senior IT Applications Administrator
HUB International Limited
04.2020 - Current
IT Applications Administrator
HUB International Limited
08.2015 - Current
Team Lead - Onboarding and Offboarding
HUB International Limited
04.2013 - 08.2015
Help Desk Technician
HUB International Limited
04.2012 - 04.2013
Associate of Applied Science - Electronics Engineering
ITT Technical
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