Patrick Holz Email & Phone Number

Fishers, Indiana, United States

• Created and updated knowledge articles and other documentation to improve the quality and efficiency of services provided for current and new clients.
• Evaluated new clients’ needs to determine the best ticketing platform for the services to be provided and developing tools and processes to enhance the new services.

Fishers, Indiana, United States

• Provided customer and tier 1 technical support to multiple government and business organizations covering a variety of services and applications.
• Created and updated support documentation to improve the quality and efficiency of services provided for current and new clients.
• Assisted with special projects for facility improvements.

Fishers, Indiana, United States

• Provided customer and tier 1 technical support to multiple government and business organizations covering a variety of services and applications.
• Created and updated support documentation to improve the quality and efficiency of services provided.

Fishers, Indiana, United States

• Trained new employees for office and field positions
• Organized and managed office through all phases of the Census process.
• Audited data collected to ensure quality control of project.
• Identified and implemented changes to improve efficiency and quality of operations.

Fishers, Indiana, United States

• Researched current market and points of opportunity.
• Developed business model and concepts to fill the voids in the market profitably.
• Researched and developed design and additive manufacturing processes to work within the business model.

Carmel, Indiana, United States

• Led system re-imaging and application installation team for Windows 7 migration project, producing an average of 90 individually customized systems per day with 5 staff members.
• Established best practices and procedures to ensure quality and maximize resource utilization – bring the project from behind schedule to ahead of schedule.
• Collaborated with other teams and venders, both local and remote, to ensure a smooth process flow to meet the customer’s expectations.

Carmel, Indiana, United States

• Managed a service desk with 2 technicians supporting 260 computers operating in a cloud environment.
• Created and documented processes and procedures for the service desk to improve quality and performance.
• Restructured system imaging process to provide a high-quality build customized for the user and hardware with minimal manual efforts and in a fourth of the time.

Indianapolis, Indiana, United States

• Began on assignment with Adecco Technical Staffing to migrate e-mail, desktops, and printers from an acquired company to the enterprise’s network. After successful completion, became the Help Desk Manager of a 6 person.
• Quickly established performance metrics leading to a boost in productivity. Created processes and procedures to promote consistency, quality, and responsiveness to users’ needs, based upon surveys of users, senior.
• Improved help desk response time from 85% to 97%, resolve rate from 80% to 96% - reducing cost per ticket and minimizing downtime of users.
• Built relationships with other teams, stakeholders, users, and peers to determine where problems existed, the best solutions and assist with the resolutions.

Bs, Technical Theatre, Applied Physics

Certificate, Project Management

Certificate, Planning For Technology

Process for developing a five year technology plan using a committee of employees from all areas of company.