Patrick Carroll Email & Phone Number

As a Senior Site Reliability Engineer, working both independently and in coordination with other SREs, product owners and other stakeholders:• Analyze complex telemetry and problem trends to reduce outages and time to resolution and recommend and implement telemetry for operations and engineering to increase reliability and availability.• Identify and Mitigate Incidents: Identify areas of opportunity and improvement, mitigate member-facing incidents and outages, and quickly assists with identifying and remediating root causes. This includes partnering with Service Level Management to improve incident/problem response.• Data Analysis and Strategy Development: Gather and analyze data to understand environmental risks, develop strategies to mitigate the risks, and improve reliability and availability of our systems.• Guidance and Collaboration: Communicate and provide guidance on best practices of technical expertise, participate in post-incident reviews, and collaborate with team members to implement best practices.Other Duties: Member of Change Advisory Board (CAB) - Reviews changes and provides guidance on whether change meets standards, is appropriate scope and that the plan addresses issues and minimizes system downtime. Provide expert advice to other CAB members for items related to the Technical Operations division.

In addition to performing the duties of System Administrator, as a Senior Systems administrator I provide an expert level knowledge of IT Operations responsibilities, prioritize and delegate multiple tasks, take lead on projects and initiatives, serve as a point of escalation, act as subject matter expert on a variety of systems and processes (both technical and functional/business) and train/mentor team members to ensure smooth operations of BECU technical systems. • Perform the essential functions of the IT Systems Administrator. • Serve as an escalation point and mentor for complex problem resolution.• Collaborate with Systems Engineering Manager of team needs as they relate to training, mentoring, projects, process and procedure revisions and workflow enhancements.• Contribute to strategic plan for the department with an emphasis on identifying and reporting gaps in system reliability.• Serve as lead and mentor to System Administrators to ensure the successful coordination and implementations of projects.• Provide first level technical support and resolution on a majority of business system applications, including mission critical functions and systems• Manage communication between vendors and IT departments and provide status updates to customers.• Manage and complete the daily processing of all IT Operations responsibilities to ensure the quality, accuracy and integrity of information and systems.• Plan, implement and administer the backup environment to ensure backups and restores processes are completed in a timely and efficient manner.• Oversee the change management process and guidelines. Mentor other IT staff on the value of change management.

As a Systems Administrator, I am responsible for ensuring the reliability of our systems which support our business units and membership. This includes incident support, service request fulfillment, ownership of applications, hardware/operating systems, daily administration and monitoring of enterprise systems and management of data center facilities.• Proactively monitor and diagnosis server hardware and Windows Server OS issues (including Server 2008/2008R2/2012R2/2016/2019)• Coordinate installation of new hardware/software, virtual instances via Cloud/CoLo/VMWare: install, test and monitor the operation of computer hardware and software, configure hardware and software to meet departments’ needs.• Ensure the reliability and consistency of each server through server configuration and maintenance • Provide first and second level technical support and resolution of a majority of business system applications including "mission critical" systems such as loan origination, deposit, batch/core banking processing, customer facing systems. • Manage communication between vendors and IT departments and provides status updates to customers.• Manage and complete daily processing responsibilities to ensure the quality, accuracy and integrity of information and systems.• Responsible for backups and restorations (Veeam/Networker)• Create and maintain documentation (procedures, system diagrams, checklists, etc.)• Assist and support disaster recovery practices and business continuity planning and testing.• Assists with major releases and patching• Oversees the management and support of the data centers: racking and cabling of IT equipment (and/or providing instructions to vendors), responding to facility equipment alerts, maintains physical security of the data center• Assists with identifying and implementing process improvements and change management• Maintains compliance/regulatory banking and technical industry knowledge.• Trained junior level/new staff

My team supported 2000+ users with incident support, service request fulfillment, and end-user access provisioning for systems, applications, telecommunications, hardware and software. In addition, I was also in charge of physical desktop and related peripheral support for 100+ users in our remote back office location and Spokane branches.• Processed inbound calls, automated tickets and emails by triaging, resolving and/or escalating issues to higher tiers and/or management • Maintained a professional image through positive interactions through multiple channels (ServiceNow, Email, IM, Telephone, In Person)• Maintained communications/good rapport and acted as liaison between local business units and IT. • Contributed to the team environment by working well with others, sharing information, actively participating in team projects, meetings, process improvements, assisting teammates with past due tickets, etc. • Results-driven, maintained high levels of performance, including regularly being in the top 3 employees in terms of ticket count closure rates and customer satisfaction scores• Assisted in interviews and trained new Service Desk staff• Explained technical concepts and walked end users with varied experience levels using language the customer can easily understand• Proficient in user role based security access including supporting periodic end-user access reviews to meet the organization's least-access policy• Use of SQL/TOAD scripts to query databases as well as modifying database entries as needed• Leveraged knowledge bases and other information repositories for issue resolution solutions and assisted in updating information• Provided supplemental assistance to other IT groups that did not have employees based in my remote location• Processed access and end-user provisioning needs for new hires, departing employees, and employee transitions. • Compiled various statistics and interpreted trends for monthly business reporting to upper management.

• Assists the team supervisor and Contact Center Management with center objectives in ways that consistently promote quality member satisfaction, instilling value, service, with complete trust• Serves as a subject matter expert, mentor and a point of escalation for problem resolution and to authorize exceptions. • Uses leadership skills, interpersonal skills and product knowledge to support front line staff members, including educating internal employees and external customers• Excellent oral and written skills to effectively communicate in the English language.• Ability to present a professional image when dealing with members, co-workers, and outside contacts.• Excellent organizational skills, with the ability to prioritize and complete multiple tasks efficiently and accurately.• Ability to work independently, and as a team member, maintains confidentially and exercises discretion in decision making and sound judgement in problem solving.

Spokane

As a Secure Message Center Rep, I performed all of the duties of Contact Center Representative I, Contact Center Representative II and Contact Center Technical Support Analyst, however, I did so in writing using our Message Center and Unsecured E-mail inbox. Mentored other Message Center Representatives.

Act as a Subject Matter Expert for all systems related to BECU Online Banking (External Transfers [ACH Origination], Pay Other People [ACH Payments], Online Deposits, Bill Payment) and provide over the phone technical support (browser troubleshooting, Mobile Support for iOS/Android, BECU App Support, Hardware Support for Scanners, and limited Network Support) for members and BECU employees.• Uses strategic, logical and linear and non linear thinking to assist customers and internal employees with common technical support related issues with the official company public and intranet websites and programs• Uses extensive customer service skills to patiently help resolve issues in a timely and least frustrating way possible• Explains technical concepts and walks end users with varied experience levels through over the phone troubleshooting using language the customer can easily understand • Quickly adapts and learns new software and services prior to launch• Utilizes multiple internal and external systems to troubleshoot and resolve issues with software (Internet browser and Windows/Macintosh Operating Systems) and hardware (scanners and printers)• Effectively communicate ideas both verbally and using written correspondence in a way that is suitable for intended audience• Opens IT Tickets to resolve payment or technical issues; Include speaking or writing official correspondence to vendors, internal departments and external merchants on the member’s behalf; prioritizes cases and tickets and follows up based on service level agreements• Uses leadership skills, interpersonal skills and product knowledge to support front line staff members, including educating internal employees and external customers• Stays current in latest mobile and computer technologies

Delivers consumer loan decisions, answers member questions about loans and provides recommendations on types of loans available to members in accordance with applicable internal and regulatory rules. Also acts as the primary contact between the members and loan officers, loan processors, loan specialists before funding and acts as a mentor for internal employees who have not been loan trained.

Assists members with general account inquiries and performs monetary transactions. This includes negotiating resolution of routine inquiries and disputes while maintaining control of the call • Use of extensive customer service background to help member with general inquiries on deposit accounts, Debit/ATM cards, VISA cards and answers questions on existing loans (including Auto, Boat, Equity, RV, Personal and Lines of Credit)• Use of multiple software platforms to solve problems, interpret detailed data, open new accounts and perform financial transactions (monetary transfers, loan and line of credit disbursements, cashier’s checks, wire and ACH transfers) in an accurate and efficient manner

Spokane, Washington Area

I performed temporary labor for Humanix, mainly performing Office related tasks, however, I do have experience in a manufacturing environment. Notable jobs included:o Inventory Associate (Counted and manually recorded inventory numbers)o Printer, Copier and Binding Tech (used multiple software packages to meet client needs and operated large Xerox printer/copiers)o Quality Assurance Inspector at a Injected Plastic Manufacturer (Inspected plastic pieces for excess plastic, cleaned parts per specifications, loaded and packaged parts, collaborated with Shipping/Receiving Department)

Spokane, Wa

Assisted customers with general account inquiries and performed monetary transactions. This includes negotiating resolution of routine inquiries and disputes while maintaining control of the call • Supporting multiple customers in high volume environment by performing complex, detail oriented work• Collaborated with other departments and branch locations in a professional and friendly manner; ability to work as a team player. Including mentoring new agents in transition from training• Use of multiple software platforms, including advanced DOS based mainframe systems (HOGAN); assisted supervisors and coworkers with learning and using DOS based Mainframe system

Spokane, Wa

Provided Technical and Billing Support for customers; resolved issues with VOOM Satellite Dish and Receiver; scheduled technicians to visit customer’s home to replace equipment for issues that were not resolved by phone.

Spokane, Washington Area

I was an instructor for an After School program that taught computer concepts to children in the 6th Grade. This included learning how to properly open a computer case, remove components (Motherboard, RAM, Hard Drives, CD-ROMS, Modems) using proper procedures to avoid damage from static discharge. In addition to learning about hardware, instructors also taught students how to install and use software on the computer.• Designed and implemented training for technical instructors• Developed strong interpersonal skills, including working as a team player and independently to accomplish goals• Taught young children advanced computer troubleshooting and technical repair• Represented organization when communicating to parents, students and administrators• Responsible for rebuilding computers and testing to ensure full functionality prior to being worked on and subsequently taken home by elementary students in the program

Spokane, Washington Area

I provided technical support to teachers, administrators and students in Career and Technical Education department at North Central High School, later expanding to helping at all 5 local high schools and several middle and elementary schools• Strong customer service and collaboration skills with teachers, students and administrators; ability to establish and maintain positive rapport with other technicians, other departments (ITSC) and end users • Provided Technical Support (hardware and software maintenance) primarily at North Central High School; also key player in summer projects spanning 5 high schools, 3 middle schools and two elementary schools• Developed and Implemented training curriculum for new technician interns• Planned and implemented several complex projects, including cloning PCs and implementing clones using a business network to help setup new computer labs; prioritized and changed timeline based on deadlines• Dynamic Team Player, with Can-do attitude.• Demonstrated ability to learn new software or hardware using manuals and other Internet based resources; created specification sheets which included basic instructions on how to use programs and hardware for teachers and administrators• Created and maintained Access database to track trouble tickets, including resolutions