Patrick Molloy Email & Phone Number

Cincinnati, Ohio, United States

Cincinnati, Ohio, United States

• Provided wide-ranging and high-level IT support for the Hamilton County Court System.
• Support encompassed in-person, remote, and over-the-phone assistance.
• Maintained hardware such as printers, scanners, laptops, and desktops. This included routine disassembly and in-depth troubleshooting.
• Supported software ranging from various Microsoft products, to proprietary systems developed by Proware.
• Coordinated with network engineers and maintained network infrastructure
• Supported a variety of environments including Active Directory and Novell

West Chester, Ohio, United States

• Managed the organization and flow of returned inventory and worked with the production team to meet customer service level agreements (SLAs).
• Partnered with our hardware manufacturers (e.g., Cradlepoint, Fortinet) to scale Return Merchandise Authorization (RMA) processes with business needs, increasing the speed at which defective devices were refurbished.
• Managed the development of new client configuration processes, allowing ~400% more devices to download their configuration at once
• Worked with Configuration Technicians to iron out redundancies in our processes, which frequently halved the testing time
• Trained all new hires on our processes, policies, and structure, training 10+ in a year
• Led a team dedicated to refreshing the hardware of thousands of clients, resulting in newer, more reliable systems

West Chester, Ohio, United States

• Coordinated the inspection, preparation, processing and distribution of returned customer equipment (e.g., access points and switches) at our warehouse, averaging 20,000 per year.
• Automated previously manual Excel entries for labeling and kitting to improve returned device output by 400% and reduce errors by 75%
• Rapidly learned the ins and outs of Mintek Transcendent and became the technical go-to for various teams—troubleshooting issues, setting up hardware, providing on-the-spot training, and installing software
• Streamlined device testing processes, enhancing productivity by 500% for Cisco Analog Telephone Adapters (ATAs) and 200% for Aruba network switches
• Designed a quality control (QC) seal for kitted devices, simplifying the picking process and maintaining accountability
• Proactively drove continuous improvement for the Returns team, including device grouping, device storage, and accessory organization

Blue Ash, Ohio, United States

• Supported the point of sale, both front and back end, for a variety of grocery store brands under the Kroger umbrella.
• Assisted customers with technical tasks (e.g., rebooting the self-checkout lanes, zeroing the scales)
• Engaged customers, troubleshooting issues, providing timely solutions, and escalating as needed

Mason, Ohio

• Provided tier one technical support to top customers, Morgan Stanley and the Department of Transportation.
• Quickly and accurately resolved technical issues—identifying the issue, troubleshooting for solutions, and escalating as necessary
• Provided proactive support, actively listening to customers and providing recommendations going beyond resolution of issues to enhance the overall user experience

Hebron, Kentucky

• Quickly and efficiently prepared customer orders, using technology like scanners, computers, and handheld printers to manage the inventory.
• Promoted from contract to a competitive full-time role in just over one month
• Operated an order-picker, which is a forklift where you ascend with the forks, to pull merchandise from higher levels of the warehouse
• Refurbished Kindles, factory resetting them and verifying functionality

Hamilton, Ohio

• Assisted with network support and monitoring for a small local datacenter.
• Monitored network infrastructure using network monitoring software (IBM Tivoli and PRTG)
• Assigned high impact / priority issues to relevant teams (e.g., Engineering)