Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
CustomerServiceRepresentative

Roger Patmon

i.t
Odenville,AL

Summary

Highly dedicated and experienced Information Technology Professional thriving in high-pressure environments and excelling at adapting to new situations and challenges. Strong leadership background and exceptional problem-solving skills. Committed to streamlining operations to decrease costs and promote organizational efficiency. Independent decision-making skills and sound judgment consistently contributing to company success.

Overview

28
28
years of professional experience

Work History

Senior System Analyst

BBVA Compass Bank
12.2010 - 12.2023
  • Responsible for monitoring overall fleet health with specific responsibility on individually assigned ATM regions
  • Responsibility on assigned region included complete ATM region oversight management from ATM logistics, ATM go live date, CIT management for initial cash load and replenishment schedule assignment, afterhours access for hardware vendor, branch training for ATM custodians for branch serviced ATMs
  • Responsible for ensuring effective coordination occurs between hardware service vendors, cash vendors, level 2 escalation team, onsite branch custodian, arm guard services and internal ATM channel management team that critical function objectives and all SLAs are met and exceeded within schedule deadlines
  • Identifying fleet or assigned regional trend patterns are ascertained by utilizing multiple internal department host monitoring tools, daily interactions with developed relationships with onsite ATM custodians, branch managers, regional DSOM management, hardware vendor account managers, cash vendor site techs, internal assigned (Remedy) trouble tickets, increased number of RegE disputes filed, or any critical function failure escalated to internal Level 2 escalation team or by internal ATM channel management or team members
  • Maintain close relationships with hardware account managers, hardware field tech, cash vendor field techs as well as local branch personnel or ATM custodian to ensure effective coordination of onsite vendor meet or OTR after hours cash add meet for example, takes place successfully and to hold all vendors responsible for exceeding their SLA
  • Identified areas that could be improved through specific hardware/ software troubleshooting including remote software installs and level 2 escalation hardware support 24/7
  • Collaborated with upper ATM channel management to drive strategy and implement new process work around fix in real time to address a fleet wide NCR 66 series thermal paper feed/ trend print issue
  • This allowed time to request a program code fix from NCR
  • This work around decreased overall production outages and lower client impact
  • Provide internal ATM channel managers with detailed reporting on ATM hardware component failures/ outages on assigned ATM region weekly to identify trends to be proactively addressed to prevent future ATM downtime
  • Developed and implemented workflow templates, prioritizing efficiency and ease-of-use for end-users of ATM reg-E process
  • Developed new process to streamline major increase in ATM vandalism in assigned region of Southeast Texas
  • This included processes that save hours in coordinating after hours guard services, multiple vendor meets for cash vendor in removal of cash, drilling of safe lock, removing ATM and site warehouse storage, site clean up, host balancing to zero out ATM, SE-Texas DSOM team members after hours notification including internal ATM channel after hours notification.

User Support Manager

Burr & Forman LLP
06.2008 - 10.2010
  • Created new onboarding process by streamlining new hire documentation for help desk employees
  • Cross-trained existing employees to maximize team agility and performance
  • Developed and maintained relationships with supply and hardware vendors through account development saving 35% annually in overall equipment cost and printer consumables
  • This was performed by implementing new PC/ Laptop and printer 2 year lease agreements leaving behind hardware purchase
  • Maximized performance by monitoring daily work flow and mentoring team members with offsite team building events to maintain a cohesive work environment
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
  • Controlled department spending by operating within budget and increasing overall firm profits
  • A large part of this was performed by exploring and implementing new hardware lease programs with hardware service vendors and improving vendor SLA.

PC Desktop and Software Support Specialist

Burr & Forman LLP
06.1996 - 05.2008
  • Configured hardware, devices, and software to set up work stations for employees
  • Diagnosed and troubleshot hardware, software and network issues
  • Researched and identified solutions to technical problems
  • Created user accounts and assigned permissions via active directory
  • Collaborated with vendors to locate replacement components and resolve advanced problems
  • Patched software and installed new versions to eliminate security problems and protect data
  • Responded to customer inquiries via email, over 50+ daily helpdesk calls and provided technical assistance to techs in multiple locations
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Education

Associate of Arts - Technology/ General Studies

Jacksonville State University / Jefferson State
Birmingham, AL
01.1995

Skills

  • Disaster Recovery
  • Multitasking Abilities
  • Teamwork
  • Problem solving
  • Decision making
  • PC/ ATM troubleshooting
  • ATM Monitoring and evaluation
  • ATM hardware troubleshooting
  • Attention to Detail
  • Reliability
  • Team Collaboration
  • Excellent Communication
  • Organizational Skills
  • Client Relations

Accomplishments

  • BBVA "Making It Happen" Awarded June 2014.
  • BBVA "Making It Happen" Awarded January 2019.
  • Over 300+ internal BBVA "Aspire" thank you cards sent in recognition of commitment to tasks performed from branch employees to multiple district management team members.
  • Promoted to User Support Manager from PC hardware tech which included managing a 12-person Helpdesk team (Burr & Forman).
  • Led team of 5 hardware techs for more than 400+ end users PC/ laptop refresh. This included imaging and hard drive cloning with end user data remaining intact (Burr & Forman).
  • Authored documentation for helpdesk staff members for onsite imaging projects with Corporate Real Estate for land records conversions projects (APCO).
  • Strengthened after hours on site tape vaulting procedures for production data over multiple media devices (APCO).

Additional Information

In my spare time I'm heavy into classic automotive restoration as well as skilled in automotive vinyl wrapping and interior restoration.

Timeline

Senior System Analyst

BBVA Compass Bank
12.2010 - 12.2023

User Support Manager

Burr & Forman LLP
06.2008 - 10.2010

PC Desktop and Software Support Specialist

Burr & Forman LLP
06.1996 - 05.2008

Associate of Arts - Technology/ General Studies

Jacksonville State University / Jefferson State

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