Hi, I’m
Delverne Patterson
El Dorado
"The purpose of life is a life of purpose."
Robert Byrne
Summary
Friendly Technical Support Representative with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
- Experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
27
years of professional experience
Work History
A V Knowles & Co.
IT Support Specialist
03.2008 - 05.2020
Job overview
- Identified problems in printers, scanners, and networking hardware, applying required fixes or escalating issues.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Monitored IT use to maintain compliance with established processes, policies, and guidelines.
- Maintained accurate inventory of owned and new equipment to support the availability of replacement parts when needed.
- I tracked and prioritized IT tickets and requests based on the severity and potential business disruptions involved.
- Developed self-help tools, user assistance documents, and training initiatives to execute overall business technology plans.
- Adhered to internal IT policies on user credentialing to support access management of digital assets.
- Served as the first point of contact for incoming technical service calls and emails.
- Developed and maintained strong relations with customers to meet quality expectations.
- Experience with both Trixbox and Elastix IP telephone system
- Used proactive monitoring procedures and tools to identify problem-prevention opportunities.
- Resolved a record-breaking backlog of support tickets following major system malfunction.
- Increased technical knowledge by reading trade publications, operating manuals, and diagnostics information.
A V Knowles & Co.
Debt Collection Officer
11.1993 - 03.2008
Job overview
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Secured payments by following up with customers which disregarded promise to pay.
- Advised customers of necessary actions and strategies for debt repayment.
- Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
- Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.
- Recorded information about status of collection efforts.
- Negotiated credit extensions and waivers when necessary.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
Education
CourseraOnline
Professional Certificate from Google Data Analytics
06.2022
IBM Skills Network - CourseraOnline
Certificate from Excel Basics For Data Analysis
06.2022
IBM Skills Network Online
Certificate from Data Visualization & Dashboards with Excel & Cognos
05.2022
Sital CollegeTrincity
Cambridge International Diploma from Information And Communications Technology
04.2009
The Institute of Commercial ManagementEngland
Certificate from Management Information Systems
08.2001
C & D Business Enterprises Training CentreSan Fernando, Trinidad And Tobago
Certificate of Distinction from Tax Consultancy Program
04.1998
Southern AcademySan Fernando, Trinidad & Tobago
High School Diploma
06.1992
Skills
- Technical Troubleshooting
- Monitoring Antivirus Software
- DHCP/DNS Ethernet and Firewall proficient
- MS Office proficiency
- Ticket support system management
- User credential management
- Backup and recovery
- Windows 10
- Customer service expert
- Application support
Accomplishments
- Received award for customer service recognition and works well with the other team members.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Support Specialist
A V Knowles & Co.
03.2008 - 05.2020
Debt Collection Officer
A V Knowles & Co.
11.1993 - 03.2008
Coursera
Professional Certificate from Google Data Analytics
IBM Skills Network - Coursera
Certificate from Excel Basics For Data Analysis
IBM Skills Network
Certificate from Data Visualization & Dashboards with Excel & Cognos
Sital College
Cambridge International Diploma from Information And Communications Technology
The Institute of Commercial Management
Certificate from Management Information Systems
C & D Business Enterprises Training Centre
Certificate of Distinction from Tax Consultancy Program
Southern Academy
High School Diploma
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