Patrick Himes Email & Phone Number

Santa Barbara, Ca, Us

● Acted as the first line of defense for IT support, addressing both Tier 1 and Tier 2 issues.● Managed and took ownership of various applications, ensuring their smooth operation and usersatisfaction.● Administered Adobe software for the company, handling installations, updates, andtroubleshooting.● Worked extensively with Active Directory, performing password resets, managing group policies,and maintaining user accounts.● Administered OKTA, setting up and managing user accounts to ensure secure and efficient accessto company resources.● Utilized Jira and Confluence for ticketing and project management, ensuring timely resolution ofissues and effective collaboration.● Supported communication and collaboration tools such as Zoom, Slack, and Google Workspace.● Provided support for Windows and Office 365 applications, addressing user issues and ensuringoptimal performance.● Developed and maintained scripts in PowerShell to automate tasks and improve efficiency.● Assisted with onboarding new employees, ensuring that 20-25 new hires per month had theiraccounts set up and hardware imaged using PXE boot drives.● Handled day-to-day tickets, providing prompt and effective support to resolve technical issues.

Boston, Massachusetts, Us

● Provided comprehensive support for SaaS applications and low-level running services.● Utilized remote connection tools such as GoToMyPC to facilitate remote printing and other services.● Maintained a strong focus on customer service, blending technical expertise with customer acumen.● Managed recurring user interactions and handled inbound support calls from users requiringassistance.● Accessed and reviewed ticket history using a ticketing system to ensure efficient resolution of issues.● Supported various web applications, ensuring seamless operation and user satisfaction.