Patrick Edmond Email & Phone Number

New York, United States

• Provide technical assistance to computer system users• Answer questions or resolve computer problems for Clients in person, via telephone, or from remote location• Provide assistance concerning the use of computer hardware and software, printer installations, word processing, electronic mail, and operating systems• Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems• Maintain systems, install new equipment, and make modifications to Client infrastructure as requested• Assist system users by confidently troubleshooting Tier 3 and Tier 4 issues, including: Active Directory, MS Exchange, BES Server, and DNS• Evaluate Client’s operational efficiency of different IT systems and recommend improvements• Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner• Interact with RFA Clients using clear and concise communication in order to facilitate ticket status updates and product availability• Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date

New York, New York

• Provide support for end users in Windows 7 & Windows 10 in domain environments. • Handle and resolve end user issues via telephone, incoming tickets and onsite support within SLA. • Responsibilities include break/fix, new build outs and escalation of level 2 calls, Active Directory administration, BES administration, SAP support, VMWare support, mobile phone/tablet support, proprietary software support. • Support VPN connectivity and utilize remote tools to facilitate efficient resolution of issues. • Modify and troubleshoot group policy, SMTP, login scripts and NDR based troubleshooting. • Properly document all issues in tickets and update knowledge base articles for other engineers.

New York, New York

• Handles all incoming calls to the help desk via ticketing system, phone, email & walk-in• Monitor and follow up calls in help desk queue & email queue• Provide support for hardware/software issues over the phone and in person• Provide resolution and assistance to Windows & Mac related problems• Provide resolution and assistance to standard supported applications: MS Office, Browser programs, Antivirus and other supported proprietary applications and system• Document and assign call tickets to related IT groups for further support

8709 Rockaway Beach Blvd

• Spearheaded the installations of in-store marketing displays• Responsible for updating demo phones as well as the store’s computer and TIMO system• Assist T-Mobile representatives with email, training, and Citrix access• Ensure each customer get and unforgettable Experience and a custom-fit solution to their needs• Hire, train and develop the store’s team• Ensure that the store meets or exceeds sales goals• Oversee all store functions, from sales and inventory to the implementation of new store programs and initiatives.

8709 Rockaway Beach Blvd

• Ensures consistent delivery of the Un-Carrier Experience in the retail store environment• Observe customer interactions on the sales floor• Provide coaching to associates & secondary leaders in a timely manner.• Manage customer wait time (conduct warm hand offs between customers and associates)• Ensure positive & authentic customer experiences• Partner with RSM to successfully launch new products, services or processes• Assists RSM with ensuring all employees are properly trained on new products, services and promotions to sell with confidence• Consistently demonstrate excellent leadership and coaching skills• Assisting the RSM with scheduling, coverage, and resource planning to ensure the store has the right number of employees in the right roles at the right times• Takes the lead in developing, training and managing assigned team, with RSM maintaining ultimate decision-making responsibilities for evaluations, discipline and staffing• Assist, inspire, and encourage all employees by motivating team to succeed• Monitor Customer Experience (NPS/OSA) performance indicators and coach accordingly• Fully understand and assist in educating personnel on compensation plan and how to maximize earnings• Perform role plays with employees on a regular basis to improve interactions with customers

1869 Utica Avenue , Brooklyn Ny 11234

• Exploring individual as well as business needs and providing hands-on demonstrations of the latest technology• Provide service and sales needs in store and over the phone• Guide customers through their purchasing experience while providing informative answers and expertise

2006 Ralph Avenue, Brooklyn , New York 11234

• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.• Install and Configure Security Cameras• Facilitated projects such as new network setup, data migration, corporate relocation networking and IT implementation services offered including custom training programs based on customer or operational needs• Work with vendors support contacts to resolve technical problems with desktop computing equipment and software• Recommend and perform upgrade as necessary to ensure longevity• Provided technical & customer support for calls over IP (VOIP)• Repair Electronics such as Phones and Tablets

Bachelor'S Degree, Computer Science

High School Diploma, Humanities/Humanistic Studies