Patrick M. Email & Phone Number

Reston, VA, US

Pittsburgh, PA, US

Pittsburgh, PA, US

• Successfully updated older databases from Oracle 12c to Oracle 19c.
• Maintained, troubleshooted, and resolved issues with Oracle 19cdatabases.
• Supported, maintained, and provided administration to databases in orderto support the campus ERP and related technologies.
• Utilized SQL and PL/SQL skills to migrate database objects, adjust data indatabases, and administer databases as needed.
• Granted, revoked, and modified user access in ERP and databases, asrequired, following university security policies.
• Created, edited, and troubleshooted shell scripts.

Pittsburgh, PA, US

• Organized system infrastructure documentation and operatingprocedures, strengthening controls, and enhancing overall performance.
• Oversaw the installation of software programs and hardware systems tomeet departmental requirements.
• Investigated and addressed system issues to enhance usability andimprove functionality.
• Resolved malfunctions with systems and programs throughtroubleshooting.
• Planned and conceived computer systems using information engineering,data modeling, and structures analysis.Patrick McCoy
• Documented procedures and business processes and shared informationwith appropriate stakeholders.

Pittsburgh, PA, US

• Led a team of customer support representatives in resolving customerissues.
• Successfully managed customer inquiries via telephone and email,reported and escalated issues through the appropriate channels, andeffectively communicated (verbal & written) information with teammembers and customers.
• Proven ability to diagnose and troubleshoot technical issues.
• Provided a path to customers to resolve various technical issues, ensuringthat they were satisfied with the outcome.
• Managed and delivered projects related to product support.
• Identified and prioritized tasks, delegated work to team members, andtracked progress to ensure that projects were completed on time andwithin budget.

Jacksonville, FL, US

• Proven ability to identify and document how applications and systemsinteract to support business processes. Interfaced with customers anddevelopers to diagnose problems and implement configurationrequirements and.
• Demonstrated advanced knowledge of software delivery lifecycle andvaried delivery methodology. Participated in on-site requirementsgathering sessions and translated client requirements to determine projectscope.
• Mapped processes to holistically examine business flow and identifyimprovement opportunities, resulting in increased efficiency andproductivity.
• Provided in-depth product support to FIS clients by resolving incominginquiries via telephone or in written internet-based email or chat sessions,ensuring that customers were satisfied with the outcome.
• Troubleshooted problems with malfunctioning software applications andrecommended corrective action, ensuring that systems were restored tofull functionality.
• Documented customer information and recurring technical issues tosupport product quality programs and product development, ensuring thatknowledge was shared and best practices were implemented.

Philadelphia, PA, US

• Successfully resolved customer issues related to software, hardware, andinternet connectivity.
• Utilized extensive knowledge of Microsoft Windows, Mac OS X, MicrosoftOutlook, Mac Mail, Internet Explorer, Mozilla Firefox, and other relatedinternet related products. Used this knowledge to quickly and.
• Leveraged knowledge of company services, familiarity with industrycompetitors, and persuasive communication style to prevent customersfrom ending or downgrading services.
• Built rapport with customers and maintained loyalty by providing fast,knowledgeable service.
• Displayed and used deep and thorough knowledge of the company'sproducts and solutions.
• Evaluated customers' potential needs to make appropriaterecommendations.

• Greeted customers and listened closely to problems described todetermine solutions, resolving issues using company processes andpolicies.
• Effectively communicated with customers to understand their needs andconcerns, and to provide them with the most effective service.
• Evaluated customer information to explore issues, develop potentialsolutions, and maintain high-quality service.
• Promoted to team lead of customer service for displaying outstandingenthusiasm and remaining calm in extremely trying situations.
• Trained, oversaw, and mentored new team members to strengthenperformance and job expertise.

US

• Configured and distributed devices used by residents, ensuring that theyhad the appropriate access to resources.
• Configured hardware, devices, and software to set up PCs for residents,ensuring that they were properly configured and functioning.
• Trained and supported end-users with software, hardware and networkstandards and use processes, ensuring that they were able to use thetechnology effectively.
• Managed customers' expectations of support and technology functionalityto provide positive user experience.Patrick McCoy
• Assessed system hardware and software and suggested modifications toreduce lag time and improve overall speed.
• Helped streamline repair processes and update procedures for supportaction consistency.

University Park, PA, US

• Displayed proven ability to tutor students in a variety of subjects, includingcalculus, discrete math, advanced algebra, C++, Java, XML, HTML, andSQL.
• Maintained detailed files and created charts tracking students' learningprogress, ensuring that they were making adequate progress.
• Effectively communicated with students to understand their individuallearning styles and needs, and to provide them with the most effectiveinstruction.
• Possessed a deep understanding of the subjects I tutored, which allowedme to provide students with clear and concise explanations.
• Trained PSU staff and teachers in the use of PSU's Course ManagementSystem (CMS), ensuring that they were able to use the system effectively.

Master Of Science - Ms, Analytics & Information Management

Bachelor’S Degree, Information Sciences And Technology

High School, High School/Secondary Diplomas And Certificates