Patrick Marr Email & Phone Number

Bremerton, Washington, United States

In the Technical Specialist role, I provide end-user desktop support for the stable operation of all hardware, software, and communications used in a banking environment. This includes installation, maintenance, user support, optimization, and security implementation, as well as ongoing support and monitoring of each system. Providing backup and higher-level support for the Help Desk team as well as onsite support for the server team as required.Duties includes but is not limited to: Software Installation & Troubleshooting, Desktop Hardware Installation & Troubleshooting, Light Benchwork on Micro, SFF, Laptop PCs. Asset Management & Inventory, Onsite Ethernet & Wi-Fi Troubleshooting, Ticketing & After-Action Documentation, Process Documentation and Development, Onsite VOIP Hardware Installation & Troubleshooting, Hands-on Hardware & Software User Training, and maintain polite and prompt service to internal users.Software includes but is not limited to End User Support for and/or Installation of: Windows 10, Active Directory, Office 2019, Outlook, and Teams including SIP Phone Integration, Edge, Financial Applications in Edge, Adobe Reader DC, Adobe Acrobat, Snag It, and various other specialty financial and banking applications.Additionally I have taken on the role of a ServiceNow ITOM administrator in preparation for a new fulltime role. Currently working on implementing the CMDB, Discovery, and Asset Management while developing custom workspace applications to better match our needs.

Greensboro/Winston-Salem, North Carolina Area

Changed from L1 Analyst to L1 Network Analyst in April 2016Primary role is working with a team to provide IT monitoring and support services to BBVA Bank augmenting their corporate IT teams.Responsibilities:• Pro-active monitoring and dispatch for Cisco Networking Devices• Troubleshooting using Cisco IOS, NetQoS, and Verizon Enterprise Portal• Process and Resolution Ticketing using Remedy 8• Server Monitoring RMM and Triage for Windows Servers• Password resets using Active Directory• Create and maintain SOP documentation• Reporting using Excel and PowerPoint used for billing, governance, and process improvement• On-call Rotation• Help desk support• Continuing to serve in prior role on an as needed basis.• RMM using AVG Managed Workplace/Level Platforms, SMARTs, and NetIQ• Ticket Documentation using Remedy V9• Proactive Monitoring of ATMs (Wincor, NCR, & Diebold)• ATM Troubleshooting using Proview, PVIM and CNET.• ATM Dispatch for Wincor, NCR, and Diebold via PVIM and Vendor Portals.• After hours L1 triage and escalation for Cisco devices.• Ticket Documentation using, Remedy V7-V9, Service Now, PVIM, and ZendeskAccomplishments:Authored quick reference document using MS OneNote for ATM Team.Authored L1 Network Monitoring documentationUpdated L1 NOC documentationIncreased Network Ticket resolution by ~250% after engagement transitioned from afterhours triage to 24/7 L1 support.Tools Used:Microsoft Office, SMARTs, Remedy, NETIQ, NetQoS, SSH/Telnet, Cisco IOS, Windows 2000 through 2012 R2, Proview, PVIM, & CNET.

Greensboro/Winston-Salem, North Carolina Area

Service Desk and RMM duties for an Amazon Web Services cloud environment, onsite desktop hardware support to multiple clients, and setup of virtual server environments on AWS.Responsibilities:*Problem and Task ticketing via Zendesk*Onsite support included but not limited to, printer/scanner troubleshooting & installation, client side VPN configuration, hardware installation, and hands on instruction for users.*Cloud Architecture for development environments using AWS *Server setup and configuration using Windows 2008 R2 and 2012 R2 Server Setup for Domain Controllers, Terminal Services, Application Servers, and Remote Desktop Gateways.*Gmail Setup for 50+ UsersAccomplishments:Passed AWS courses for "Accredited Business Professional" and "Accredited Technical Professional"Tools Used: Zendesk, Active Directory, Server Manager AWS EC2, VPC, S3, EBS, and IAM,

Greensboro/Winston-Salem, North Carolina Area

Non-commissioned sales in the Electronics department, providing excellent customer service and cashier dutiesResponsibilities: *Customer Service*Cashier*Being knowledgeable and able to educate customers on a range of products including, but not limited to: Televisions, Computers, Video Game Systems, Home Theater Sound Systems, Blu-Ray/DVD Players, and the media that accompany all products*Merchandising products, executing approved planograms, fronting product to retain a professional appearance, maintaining a clean and orderly department.Accomplishments: Awarded Employee of the month for exceeding sales and attachment goals.

Greensboro/Winston-Salem, North Carolina Area

Testing, calibration, data collection, and data entry for heating and air conditioning systems as well as hot and cold water used by these systems. *Using a variety of tools to measure and record airflow from various aspects of industrial HVAC systems, recording preliminary values, correcting them to design specifications, and then re-recording for reporting to the client.*Reading building blueprints and plans for air flow, controls, electrical, and piping.*Recording Label data on all key components of an HVAC system for reporting to the client*Using a variety of tools to measure and record water flow through valves on VAVs, Air Handlers, and Water Pumps*Using a variety of tools to measure electrical information (amperage, voltage), and RPM of motors and fans. *Maintaining mileage logs, credit card expenses, and cleanliness of a company owned vehicle. Tools Used: AirNAB, Excel, Shortridge Airflow & Water Flow Multi-meter, Alnor Airflow Meter, anemometer, Air Capture Hood, Pitot Tubes

Greensboro/Winston-Salem, North Carolina Area

Water Chemistry testing and education for swimming pool and spa chemicals, as well as sales and merchandising of parts and chemicals.*Customer Service*Using computer software to test pool/spa water for sanitizer levels, alkalinity, calcium, pH, and total dissolved solids. *Advising customers in proper routine maintenance as well as specific fixes for common problems such as algae, water irritating eyes, and other common water aliments*Simple repair of electric pumps, and attached motors.*Commissioned Sales, Cashier duties, and maintaining general store order and cleanliness

Greensboro/Winston-Salem, North Carolina Area

Water Chemistry testing and education for swimming pool and spa chemicals, as well as sales and merchandising of parts and chemicals.*Customer Service*Using computer software to test pool/spa water for sanitizer levels, alkalinity, calcium, pH, and total dissolved solids. *Advising customers in proper routine maintenance as well as specific fixes for common problems such as algae, water irritating eyes, and other common water aliments*Simple repair of electric pumps, and attached motors.*Commissioned Sales, Cashier duties, and maintaining general store order and cleanlinessAccomplishments:Exceeding sales of predecessor in the Parts and Chemicals department.

Greensboro/Winston-Salem, North Carolina Area

Internal L1 helpdesk support for employees of Wachovia Securities, for hardware, software, and user accounts. Contracted though Apex Systems, 3 month contract for company merger. *Password Resets using an Intranet Tool as well as Active Directory*Basic PC, Printer, and Network troubleshooting with dispatch if problem is not resolvable over the phone or via Remote Desktop*Software break/fix and how to support for users: Windows XP/2000, Microsoft Office, Internet Explorer, Proprietary Wachovia Stock Trading Software, Outlook

Greensboro/Winston-Salem, North Carolina Area

Bench technician and software install tasks in a retail sales environment.*Customer Service*Diagnostic and troubleshooting of PCs and laptops using diagnostic software as well as multi-meters and other tools.*Software install and new PC setup for customers just after purchase*Task and trouble ticketing using proprietary Circuit City ticketing system*Data backup and migration*Virus scanning and removal*Installation of NIC cards, hard drives, video cards, memory, sound cards and other interal hardware*Non-commissioned sales of technical services, consulting for floor sales associates on computer hardware, and cashier duties.

Associate Of Science (A.S.), College Transfer

I took college transfer courses focusing on transferring to a four year school in a science field, once I picked up some work experience.

High School Diploma, College Prep

Activities and Societies: DECACollege and Technical Preparation Course Work.