STACY PATTERSON
408 S. Enola Drive, Enola, PA 17025 · (709) 732-1234
spatter@email.net
INFORMATION TECHNOLOGY TECHNICIAN
TIER ONE TECHNICAL SUPPORT - HELP DESK TECHNICIAN
SUMMARY OF QUALIFICATIONS/ACHIEVEMENTS
Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Tier One Technical Support and/or Help Desk role. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.
EDUCATION & TRAINING
KnowledgeSoft, Inc., Mechanicsburg, PA, 3/1997
Courses in Intranetware 4.11 Administration and 4.1a Advanced Administration
Shippensburg University of Pennsylvania, Shippensburg, PA, 12/1993
John L. Grove College of Business, 12/1993
B.S.B.A. in Business Administration/Office Administration
Coursework: Business Communication, Business Programming, Marketing, Finance, IBM Software Applications, and Management
Harrisburg Area Community College, Harrisburg, PA, 5/1991
A.A. (Honors)
Coursework: Accounting, IBM Software Applications, Intermediate Lotus 2.1, Advanced Lotus 2.1 Macros, MS-DOS Commands, IBM Basic Programming, Advanced WordPerfect 5.1, and Novell Netware 3.11
East Pennsboro Area High School, Enola, PA, 1988
Graduated 37 out of 179
Concentrations in Academics/Business
Coursework: Typing, Word Processing, Office Procedures, Bookkeeping, and Shorthand
Recipient of Award for East Pennsboro Most Outstanding Business Student
PROFESSIONAL EXPERIENCE
Tri-County Association for the Blind, Harrisburg, PA (3/2006 - Present)
Production Associate
- Perform various administrative duties such as mass-mailings to support fundraising efforts for the blind and other organizations for the disabled.
- Compile literature, prepare mailing labels and envelopes, and disburse via postal service.
- Account for and verify IBM equipment parts, assemble pens and lead pencils, and ensure properly packaged.
Pennsylvania Office of Inspector General, Harrisburg, PA (1/2000 – 10/2002)
Information Technology Technician
- Provided computer help desk support via telephone communications with end-users.
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
Pennsylvania Commission on Crime and Delinquency, Harrisburg, PA (2/1996 – 1/2000)
Information Technology Technician
- Provided computer help desk support and technical training on hardware/software to end users.
- Documented help desk tickets/resolutions, and provided overall assistance in daily administration of a Novell Netware 4.11 Network.
- Performed set-up, break-down, and transport of agency equipment on an as-needed basis.
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