TAKARRA PATTERSON
Summary
A dynamic leader with IT security expertise and a proven track record in operations management. Certified IT Security Specialist with hands-on experience and a passion for excellence. As a Management Trainee, I excelled at adapting to change and mastering new processes. Skilled in project management, cross-functional team leadership, and implementing effective strategies, I drive consistent success. My leadership style fosters strong relationships and effective communication. I thrive in decision-making, independent work, and seizing opportunities to achieve objectives. Committed to surpassing goals with precise time management and customer service dedication. Ready to contribute my expertise to elevate your team and business.
Overview
24
24
years of professional experience
Work History
Manager-Tech
Eli Lilly and Company
Indianapolis, IN
01.2024 - Current
- Deliver comprehensive tech solutions for new hires attending the New Employee Orientation (NEO)
- Ensure a seamless onboarding experience by assisting with device setup, and account access, and familiarizing new hires with available tech tools and resources
- Enable smooth tech onboarding by facilitating the setup of IT equipment while offering year-long tech tips and learning opportunities
- Coordinate the preparation of VPN-ready equipment deployment by ensuring proper configuration and software installation
- Provide IT support during the first week by conducting informative tech talk sessions
- Team Collaboration: Collaborate with other teams every Tuesday at IT On Point to provide support
- SOP Management for Discover Tech Service: Preparing IT Equipment: Manage accessory inventory and prepare all necessary IT equipment for new hires
- Setting Up Discover Tech Booth: Organize and manage the 'New Employee Solutions Lounge' for hands-on assistance during NEO
- Device Deployment and Support: Deliver and support device setup at NEO, troubleshooting any IT issues during the setup process
- Equipment Reconciliation: Manage the reconciliation of IT equipment during and after NEO
- Engagement Sessions: Conduct Discover Tech Talk sessions and send quarterly 'Tech In' emails to inform new hires about tech tools and resources
- Technical Responsibilities: Software Installation and Configuration: Ensure all required software is installed and configured on new hire devices, including productivity tools, security software, and specialized applications
- VPN Setup and Verification: Set up and verify VPN connections to ensure secure remote access for new hires
- Troubleshooting and Issue Resolution: Address hardware and software issues, perform diagnostics, and implement solutions to ensure device functionality
- Network Connectivity: Ensure proper network connectivity, troubleshoot internet and intranet access issues, and configure network settings as needed
- System Updates and Patch Management: Apply necessary system updates and patches to ensure devices are secure and up to date
- IT Operations Leading Up to NEO: Two Weeks Before Start Date: Upload the new hire roster to the Lilly SharePoint NEO site, highlight specific roles, and communicate with supervisors
- Check the NEO SNOW dashboard for new hire orders, confirm details, and manage inventory levels
- Ensure equipment orders are placed based on survey responses, manage inventory, and assemble IT kits
- Send confirmation emails and follow-ups to supervisors and new hires to ensure readiness for NEO
- Setting Up the Discover Tech Booth & NEO Morning Tasks: Friday Preparations: Confirm spare equipment, set up the booth, and organize seating arrangements
- Monday Morning: Check last-minute survey results, place IT extras, and prepare for device deployment
- Device Deployment and Assistance: NEO Day: Introduce the IT team, assist new hires with device setup, and manage the deployment process efficiently
- Issue Resolution: Use Loop to track and resolve issues, coordinate with HR for any absences, and provide ongoing support throughout the day
- Post-NEO Cleanup and Follow-Up: Equipment Reconciliation: Clean up, pack, and verify all IT assets post-session
- Follow-Up Sessions: Conduct Discover Tech Talk sessions on Wednesdays and send out follow-up Tech In emails at 30, 60, 90, and 120 days
- Key Processes: Communication with HR and Supervisors: Ensure clear communication and coordination with HR and supervisors regarding new hire tech needs
- Inventory and Order Management: Manage inventory levels, place necessary orders, and ensure timely delivery of IT equipment
- Kit Assembly and Deployment: Assemble IT kits based on survey responses, deploy devices, and provide hands-on support during NEO
- Issue Tracking and Resolution: Use Loop to track and resolve issues, coordinate with relevant teams, and ensure new hires have a positive tech onboarding experience
- The Discover Tech service is a valuable initiative designed to support new hires' IT needs on their first day at Lilly
- It involves meticulous planning, coordination, and execution from the IT team to provide a positive and memorable onboarding experience
- The service showcases the IT tools and resources available at Lilly and supports new hires in their onboarding journey.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Ensured compliance with regulatory requirements and industry standards.
Sr. Technical Support Analyst
Suntrust Bank
Atlanta, GA
03.2020 - 01.2024
- Overseeing the onboarding of executives, notably presidents, chief executive officers, and treasurers of various firms, into the BB&T view SSO application portal and leading WebEx-based training sessions for both new and seasoned executive and administrative users
- Offered guidance and support to junior analysts with technical issues, mentoring them in their tasks and providing training as well as assessing the quality of their work.
- Addressed and resolved complex challenges not solvable by the bank's senior technical teams.
- Maintain a close watch on technical support processes and structures to spot opportunities for development, then suggest updates, repairs, and additions
- Stay informed about emerging financial technology and their potential applications
- Provide Technical Support and guidance to junior analyst, including training, mentoring, and reviewed work
- Escalate issues that cannot be resolved to more senior technical teams within the bank
- Evaluated technical support systems and processes to identify potential areas for improvement, making recommendations for upgrades, fixes, or enhancements
- Continuously expand knowledge of cutting-edge banking technologies for the purpose of enhancing systems and enriching customer experience.
- Chat, Salesforce, Live Person, CRM, Saas
- Created user accounts, maintained system security, and configured user settings in accordance with corporate policies.
- Identified areas for improvement in current processes and procedures.
- Collaborated with other departments within the organization to resolve customer inquiries efficiently.
IT Help Desk Technician Manager
Morehouse School of Medicine
Atlanta, GA
05.2018 - 03.2021
- Train new incoming staff members on procedures at the Tech Bar, as well as trained Doctors and students that were in school to become Doctors
- Demonstrated expertise in various areas including active directory, technical support, programming and development, database administration, network communications and administration, and systems analysis
- Maintained compliance with established policies and procedures, contributing to a satisfactory audit rating
- Followed standard operating procedures to escalate problems when necessary, adhering to the company's best practices
- Created and implemented a comprehensive technical manual for new hires, focusing on essential IT tasks and software used at Morehouse School of Medicine
- Developed a detailed technical manual that includes instructions on things such as; Setting up VPNs for secure remote access; Using Bomgar for remote support; Renaming and reimaging computers; Reloading student software; Managing admin accounts for Office 365; Logging into and securing laptops, including protocols for stolen devices; Implementing BitLocker security for data protection
- Conducted thorough needs assessments to determine the critical IT skills required for new hires
- Created engaging and easy-to-follow content, incorporating step-by-step instructions and visuals
- Implemented the training manual to streamline the onboarding process for new hires
- Provided training sessions and ongoing support to ensure effective utilization of the manual
- Established feedback mechanisms to continuously update and improve the manual based on user input and technological advancements
- Successfully onboarded new hires with a strong understanding of essential IT tasks and software
- Enhanced the technical proficiency and operational efficiency of new staff members
- Improved security and compliance with institutional IT policies and best practices
- Learning and development, trained and mentored technical staff and volunteers
- Maintained high-quality standards and followed procedures to minimize errors and enhance customer satisfaction
- Conducted training and change management initiatives, streamlining operations, and providing seamless remote support via Bomgar
- Onboarding incoming students and offboarding graduates
- Utilized advanced troubleshooting skills to address and resolve complex technical issues, improving the efficiency of technical support services
- Managed and provided guidance to students, staff, and faculty at the Tech Bar, ensuring a cohesive and proficient team.
- Monitored server performance metrics to ensure optimal operation of IT services.
- Created user accounts and managed access privileges on networked systems.
- Developed processes for resolving customer complaints related to IT services.
- Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
- Documented all help desk activities including customer inquiries, resolutions, system configurations.
- Tested and evaluated new technologies for potential implementation within the organization's infrastructure.
- Managed inventory of IT equipment such as laptops, printers, routers.
- Monitored system performance and optimized accordingly.
- Assisted users with troubleshooting computer issues via remote desktop sessions.
Sales Engineer
The Home Depot Store Support Center
Atlanta, GA
02.2016 - 03.2018
- Persuaded customers to expand purchases with sales follow-up calls and regular account servicing
- Followed up on quotes, negotiated prices and closed sales
- Troubleshot technical problems at customer locations and for in-house repair teams
- Offered customer demographics information and technical details to teams to assist with marketing campaigns
- Put together detailed product information paperwork to assist sales team
- Supported engineering team with feasibility and profitability assessments on nonstandard products
- Prepared and qualified bids and cost estimates for sales team
- Met customers' needs with personalized support and customized solutions
- Recommended workable solutions for product issues and worked with vendors to implement strategies
- Advocated for customers across organization and facilitated communications between accounts and internal teams
- Represented company with polished technical presentations across southern region
- Developed product use instructions for customers and educated on correct operations to prevent problems
- Met customer needs consistently, identifying system requirements, planning product configurations, and delivering expert technical presentations.
- Served as a liaison between engineering staff and sales team members throughout the development process.
- Researched customer requirements and developed solutions to meet their needs.
- Responded promptly to customer inquiries regarding product specifications, pricing, availability.
- Analyzed customer feedback to identify areas of improvement in products or services offered.
- Assisted field service personnel in resolving complex problems encountered by customers.
- Collaborated with sales teams to develop customized solutions for client needs.
- Negotiated contracts with vendors in order to secure favorable terms for supplies and materials.
Technical Sales Representative
YP Digital
Atlanta, Georgia
03.2013 - 02.2016
- Prepared accurate contracts based on estimated costs, delivery schedules and unique customer needs
- Studied competitor activities and strategies to develop sales tactics.
- Assisted customers in selecting the most appropriate technical solutions for their needs.
- Attended industry conferences and trade shows to stay up-to-date on new technologies and innovations in the field.
- Worked with installation team to fulfill on-site work
- Prepared and submitted required paperwork to support sales process
- Drove revenue through careful negotiation of service agreements and sales contracts
- Educated customers by explaining or demonstrating product features and benefits
- Researched new products to stay abreast with trend
- Increased industry knowledge and rapport by networking with prospects at trade shows and conferences
- Prepare competitive quotes to illustrate pricing structures and payment options
- Met company sales goals by servicing accounts on a set schedule and offering new products
- Built and maintained relationships with identified key influencers to new and existing customers
- Achieved territory goals through world-class sales strategy
- Enhanced client relationships and preserved portfolio through developing rapport.
- Generated reports on sales performance metrics for management review.
- Collaborated with other departments such as marketing, engineering, and finance to ensure successful completion of projects.
Sales Engineer
Anthem Blue Cross Blue Shield
Atlanta, GA
05.2011 - 03.2013
- Increased sales opportunities by coordinating on-site demonstrations and trial installations for prospective customers
- Connected with prospective buyers at commercial, industrial, and other sites to demonstrate offerings
- Analyzed customer requirements and identified solutions that best fit their business objectives.
- Supported engineering team with feasibility and profitability assessments on nonstandard products
- Served as a liaison between engineering staff and sales team members throughout the development process.
- Analyzed customer feedback to identify areas of improvement in products or services offered.
- Compiled reports summarizing sales activity, forecasting future sales trends.
- Tracked competitor activities such as pricing changes, new product releases.
- Adhered to established policies, procedures, and compliance for satisfactory audit rating.
Sr. Lead Customer Service Representative
AT&T Corporation
Cape Girardeau, MO
08.2005 - 05.2011
- Tier III desktop technical support Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Respond to queries either via chat online or over the phone
- Troubleshoot DSL (internet) over the air and ran diagnostics to correct bugs in internet
- Reported customer service performance metrics and other KPIs to senior management and suggested improvement strategies
- Drove customer satisfaction with swift and successful handling of escalated complaints
- Collaborated with internal departments to find resolutions and conduct further research on customer account.
- Monitored team performance and provided feedback for improvement.
- Analyzed customer feedback surveys and implemented changes accordingly.
- Determined charges for services requested, collected deposits and payments, or arranged for billing.
- Ensured compliance with applicable laws and regulations concerning customer service operations.
Lead Bank Teller
Montgomery Bank
Sikeston, MO
06.2000 - 08.2005
- Assisted with the opening and closing of accounts, providing customers with detailed information on bank services.
- Compiled and reported daily statistics on teller transactions and discrepancies.
- Handled daily team scheduling and properly staffed shifts.
- Processed transactions accurately and efficiently, including deposits, withdrawals, and loan payments.
- Participated in weekly team meetings to discuss customer feedback and suggestions for improvement.
- Resolved customer issues or referred them to the appropriate department for resolution.
- Ensured compliance with all banking regulations and policies.
- Assisted with offsite events such as job fairs or community outreach programs promoting banking services.
- Maintained customer records, including account information and transaction history.
- Provided guidance to other tellers when needed.
- Answered phone calls from customers seeking assistance with their accounts or services provided by the bank.
- Conducted research into customer inquiries regarding account balances, fees, interest rates.
- Identified opportunities to cross-sell products such as savings accounts or credit cards to customers.
- Assisted in training new tellers on bank processes and procedures.
- Prepared reports detailing customer account activity for management review.
- Performed fraud detection duties by recognizing suspicious activity in customer accounts.
- Verified identification of customers before processing transactions or opening new accounts.
- Processed deposits, withdrawals, transfers, loan payments, and check cashing transactions accurately and efficiently.
- Input data accurately into the bank's computer system following established guidelines.
- Handled incoming mail related to customer accounts including deposits and loan applications.
- Balanced cash drawers daily and maintained accurate records of transactions.
- Implemented security protocols within the branch such as safe deposit box access codes.
- Developed relationships with customers by providing exceptional service in a friendly manner.
- Monitored ATM machines for any malfunctions or discrepancies.
- Balanced bank's vault of daily cash for withdrawals and deposits.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Facilitated communication between teller line and bank management on operational issues.
- Cross-sold bank products and services to customers, meeting and exceeding sales targets.
- Managed daily operations of teller line, ensuring compliance with bank policies and procedures.
- Supervised and trained team of tellers, enhancing productivity and customer service skills.
- Ensured compliance with federal regulations and internal policies during all transactions.
- Resolved customer complaints and inquiries, providing exceptional service and retaining client loyalty.
Education
Certification - Technology Education
Universitat De València
01-2024
Certification - Management
Harvard University
Cambridge, MA11-2023
Certification - Information Technology Project Management
University of Washington
Seattle, WA10-2023
Bachelor of Science - Information Technology
University of Phoenix
Tempe, AZ10-2020
Certification - IT Security & Assurance
University of Phoenix
Tempe, AZ01-2018
Associate of Arts - IT Security & Assurance
University of Phoenix
Tempe, AZ10-2016
High School Diploma -
Sikeston Sr. High School
Sikeston, MO05-2000
Skills
- Active Directory
- Tableau
- Salesforce
- Cisco VPN
- MSTAT (Managed Ethical Support Access)
- Banking
- Call Center
- Case management
- Zendesk
- Research
- Troubleshooting
- Coaching
- Computer installation Software
- Problem-solving
- Cross-functional team management
- Key Performance Indicators
- Customer Relationship Management (CRM)
- Inventory Management
- Training
- Remote
- WebEx
- Bomgar
- SAP
- Verbal and written communication
- Data Collector
- Project Coordinator
- Helpdesk support
- CSM
- Writing case reports
- Microsoft Office
- Organizational Skills
- Customer Support
- Implementation
- Management
- Live Agent
- Saas
- Service Now
- Onboarding
Languages
English
Professional
Accomplishments
- Deans list 2021 & 2022
- Honors Society 2020 & 2021
References
References available upon request.
Timeline
Manager-Tech
Eli Lilly and Company
01.2024 - Current
Sr. Technical Support Analyst
Suntrust Bank
03.2020 - 01.2024
IT Help Desk Technician Manager
Morehouse School of Medicine
05.2018 - 03.2021
Sales Engineer
The Home Depot Store Support Center
02.2016 - 03.2018
Technical Sales Representative
YP Digital
03.2013 - 02.2016
Sales Engineer
Anthem Blue Cross Blue Shield
05.2011 - 03.2013
Sr. Lead Customer Service Representative
AT&T Corporation
08.2005 - 05.2011
Lead Bank Teller
Montgomery Bank
06.2000 - 08.2005
Certification - Technology Education
Universitat De València
Certification - Management
Harvard University
Certification - Information Technology Project Management
University of Washington
Bachelor of Science - Information Technology
University of Phoenix
Certification - IT Security & Assurance
University of Phoenix
Associate of Arts - IT Security & Assurance
University of Phoenix
High School Diploma -
Sikeston Sr. High School
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Designed, coded, tested, debugged, and migrated components of a Front-End application, using the following ISPF Dialog Manager Tools: Panels, Messages, Tables and Skeletons, along with REXX Execs, which facilitated Subject Matter Expert’s (SME’s) identification and extraction of Endevor elements, to prepare for transfer to a LINUX-based system named, “Informatica”. SMEs used Informatica to prepare the downloaded element’s flows to identify technical debt, so that the Agency could migrate away from, what it considered, Legacy development languages. This was due to the shrinking pool of expertise and availability of Legacy Language talent pool.Supplied support to many other mainframe developers, via a tool called Workbench from Allen Systems Group (ASG).The tool was a Data Resource Management System (DRMS) Facility, which provided a repository for and management of COBOL, HLASM, and CICS development metadata. Also managed by the tool were various other elements, such as user access, and Dynamic Table Access Management (DTAMS).Using JCL, REXX, Endevor, TADz, Workbench, and CyberFusion on the mainframe and UltraEdit, MS Access and Excel on the Network, developed a very extensive and complex spreadsheet, for a Tech 14 to evaluate and ultimately present to the Associate Commissioner and other higher-level SSA management. The spreadsheet was a depiction of the overall scope and effort that needed to transition from Workbench (SSA no longer received support for the product), and it aided the Tech 14 in his future presentation.Coding, testing, debugging, and migrating programs (HLASM/COBOL/CICS/Db2/IMS), routines, copybooks, and macros, in support of multiple applications across the Agency.Created and maintained numerous ISPF REXX and CLIST scripts.Created and updated Standard Operating Procedures (SOP) and User manuals, using M365 Tools, including VISIO Pro.Created and supported many MS Access and Db2 SQL scripts, to access and update related databases and tables.Involved in the testing of zOS Multi-Factor Authentication (zMFA), which supplanted Single Sign-On (SSO) at the Agency. zMFA provides multiple levels of authentication and thus, greater levels of security.Participated in Daily Stand-ups/Weekly/and Monthly and other Agile-Related meetings on multiple Teams.Maintained Team SharePoint sites (pages) which later were ported to Confluence. at Leidos, Inc., for Social Security AdministrationDesigned, coded, tested, debugged, and migrated components of a Front-End application, using the following ISPF Dialog Manager Tools: Panels, Messages, Tables and Skeletons, along with REXX Execs, which facilitated Subject Matter Expert’s (SME’s) identification and extraction of Endevor elements, to prepare for transfer to a LINUX-based system named, “Informatica”. SMEs used Informatica to prepare the downloaded element’s flows to identify technical debt, so that the Agency could migrate away from, what it considered, Legacy development languages. This was due to the shrinking pool of expertise and availability of Legacy Language talent pool.Supplied support to many other mainframe developers, via a tool called Workbench from Allen Systems Group (ASG).The tool was a Data Resource Management System (DRMS) Facility, which provided a repository for and management of COBOL, HLASM, and CICS development metadata. Also managed by the tool were various other elements, such as user access, and Dynamic Table Access Management (DTAMS).Using JCL, REXX, Endevor, TADz, Workbench, and CyberFusion on the mainframe and UltraEdit, MS Access and Excel on the Network, developed a very extensive and complex spreadsheet, for a Tech 14 to evaluate and ultimately present to the Associate Commissioner and other higher-level SSA management. The spreadsheet was a depiction of the overall scope and effort that needed to transition from Workbench (SSA no longer received support for the product), and it aided the Tech 14 in his future presentation.Coding, testing, debugging, and migrating programs (HLASM/COBOL/CICS/Db2/IMS), routines, copybooks, and macros, in support of multiple applications across the Agency.Created and maintained numerous ISPF REXX and CLIST scripts.Created and updated Standard Operating Procedures (SOP) and User manuals, using M365 Tools, including VISIO Pro.Created and supported many MS Access and Db2 SQL scripts, to access and update related databases and tables.Involved in the testing of zOS Multi-Factor Authentication (zMFA), which supplanted Single Sign-On (SSO) at the Agency. zMFA provides multiple levels of authentication and thus, greater levels of security.Participated in Daily Stand-ups/Weekly/and Monthly and other Agile-Related meetings on multiple Teams.Maintained Team SharePoint sites (pages) which later were ported to Confluence. at Leidos, Inc., for Social Security Administration