Patrick O'Neil Email & Phone Number

Seattle, Washington, United States

● Manage daily operations, staff workload and task prioritization, including ongoing vulnerability management● Oversee team of seven employees located across three different time zones and two countries supporting 70 locations and over 5k user accounts● Restructured team into parallel implementation and operations groups to improve efficiency and provide additional growth opportunity within the department● Facilitate 2-week sprints based loosely on Agile framework, and maintain road map for future state team● Headed rollout of Azure VDI, CyberArk Endpoint Privilege Manger, Windows 11, MEM Android corporate device enrollment

Seattle, Washington, United States

● Enterprise-wide MDM deployment via Microsoft Endpoint Manager for both Android and iOS devices● Replaced UltraVNC and RDP with ConnectWise Control as primary remote support tool● Managed monthly Windows Update cycle via MECM and Intune in a co-managed environment● Built, deployed and maintained application and driver packages within MECM and JAMF Pro● Developed documentation and hosted multiple training sessions for staff including MDM, Surface Hub & Teams deployments

Seattle, Washington, United States

● Provided desktop support services for 500+ users at Corporate HQ, including user onboarding/offboarding, troubleshooting enterprise business applications, managing Cisco phones and maintaining hardware inventory

Seattle, Washington, United States

● First point of contact for operations handling incidents and requests for Windows OS and in-house terminal operations software supporting sites located in Mexico, Panama, Colombia, Vietnam and Amsterdam

Sole on-site technician for call center office of approximately 800 end usersResponsible for all escalated tickets that arise from siteIn charge of all hardware change requests for siteHardware refresh and re-imaging for entirety of site, including maintaining of up to date imagesTasked with deployment of software packages for siteAssist with the creation of software packages to be used via the CA IT Client ManagerNew Hire set up for all workstations on site including appropriate hardware and softwareMaintain inventory tracking for siteAid in the creation of knowledge base articles for both Level 1 and Level 2 resolutionsLiaison between office admins and IT for problem solving and advice on potential IT related issuesTroubleshooting includes network, security, and telecom issues to determine if escalation requiredExperience troubleshooting network related issues involving switches, NIC cards, and LAN wiringSecurity troubleshooting includes virus detection, windows updates on WSUS, and proxy issuesWireless network troubleshooting at both client and access points, within job permissions

Initial point of contact for client calls, emails and user submitted tickets for troubleshootingCreation of in house service desk tickets and elevation to appropriate departmentsWork with Active Directory Users and Computer accounts to ensure proper functionalityUtilize various in-house created programs for Document Imaging, Account DatabasesWindows 7 enterprise environmentCall/Service Desk Ticket volume approximately 50 per dayTroubleshooting includes Printers, Smart Cards, Aventail VPN, Networking, etc.Created training manual for both interns as well as future employeesResponsible for the assistance in training new employeesTasked with software installations for a variety of programs

Lancaster, Pennsylvania

Initial point of contact for client calls and emailsResponsible for deploying dispatches/tickets through company hosted web based ticketing systemMonitor daily Datto backups to ensure completion and sync of offsite devicesIn-house troubleshooting for client PCs, laptops and new workstation setupExperience setting up new accounts in both IceWarp mail servers and Exchange serversRemote support using various remote software clients (Screen Connect, Join.Me, Kaseya)Experience with computer monitoring software “Kaseya”

Assisted tech support with help desk tickets.Recovery of hardware from non-functioning computers as well as hardware inventory.PC refresh and recovery including XP/Vista/Windows 7Experience setting up thin clients and projectors.

Education record

CompTia A+ Certification CompTia Network+ Certification CompTia Security+ Certification Installation and Configuration of Windows 7.

High School Diploma