Gary (Bo) Patrick Email & Phone Number

Fayetteville, Ar, Us

Little Rock, Arkansas

Diagnosing and repairing hardware, software and network issues for POS systems. Staging and installing POS systems for new clients.

Manage single site service work involving structured cabling and technology deployment. Provide 24/7 field service support of any technology covered under maintenance contracts with customers. Provide estimates or quotes on structured cabling and technology deployment for MAC, retrofits, rollouts and projects. Adhere to strict service level agreements with customers to ensure repair work is performed in a timely manner to reduce any impact that may be caused by failure of cabling or technology. Develop service and project scopes to assist field technicians with necessary tasks to complete work to a satisfactory level while onsite performing services.

Oversee day-to-day operations of department. Assign tasks to delegates to ensure project and service requests are completed in a timely manner. Seek/Hire new talent when additional personnel is required. Perform semi-annual performance reviews and provide suggestions for growth to support desk staff. Handle/Record disciplinary issues with department personnel. Assist in maintenance of the department’s current software and hardware solutions. Identify department issues and provide possible solutions. Coach personnel on proper support procedures to increase efficiency and incident tracking/resolution. Provide advice to Project Managers regarding technical aspects of service requests. Assist with development of Service Agreements for direct support of our customer end users. Develop reports measuring incidents from creation to completion to ensure Service Agreements are being met. Provide monthly reports regarding departments cost, profit and call volume.

Performing functions such as scheduling personnel and providing needed information to team allowing them to perform daily tasks. Develop procedures to obtain standard, consistent, and successful results for project and service contracts. Represent department during planning, daily reporting, and quality assurance stages of all related contracts. Communicate with customers about new methods to improve support procedures. Providing department with centralized knowledge base and continuously searching for new technologies to strengthen our support team. Creating strategies based on current personnel skill sets to attack challenges and new projects in a successful manner.

Provide technical support to field technicians and end users. Attempt to resolve any telephony, POS, network, and/or software issues.

Aas, Computer Network Systems/Information Technology

Graduated with Highest Honors

Education record