Patrick McGraw
Phone: 317-356-0505
1810 Kildare Avenue
Indianapolis, IN 46218
patmcgraw609@yahoo.com
OBJECTIVE: Challenging Help Desk position.
EXPERIENCE:
Adecco Fishers, (Contracted to Roche, Inc. Fishers IN) 11/2010 – 8/2012
Service Center Phone SupportService Center phone support at Roche, Inc. Resetting of employee passwords on different Roche systems, answering questions concerning company Broadband, MSOffice, Outlook, printing problems and internal systems. Analyzed and solved user’s access issues on the phone and by remotely accessing user’s computers by using Bomgar. Passed troubled tickets to 2nd Level Support.
UNISYS Inc. (Contracted to Eli Lilly and Co.) Indianapolis IN 8/07 - 11/10
Network Engineer
Member of the Remote Access Center Of Excellence (RASCOE), which manages the installation and maintenance of acceptable remote access methods for Lilly and non-Lilly employees from residences and businesses, including VPN, DSL and 3G. Analyzed and solved user’s access issues on the phone and by remotely accessing user’s computers by using Altris Carbon Copy.
Order and support 3G devices and home broadband. Communicate with vendors (Verizon, ATT, Comcast and Bright House) trouble shooting and arranging onsite support and installation.
Help Desk Phone Support (Hired by Unisys when they won Lilly contract)
Continued same duties for Lilly as with Crew
Crew Technical Services Indianapolis, IN 12/2001 - 9/2002
Help Desk Phone Support
Fielded a wide range of questions concerning MSOffice, Lotus Notes, printing problems and numerous internal systems. Reset passwords on various Lilly systems. Escalated trouble tickets to Desktop Support, as needed.
Sears Roebuck and Co. Indianapolis, IN (Part-time) 4/2000 - 12/2002
Brand Central Home Electronics Associate
Retail sales in Brand Central electronic department.
Sales of Compaq Home Computers, televisions, camcorders, VCRs, DVDs and telephones. Notification of Asset Protection associates about potential security breach concerning customers.
Better Business Bureau, Inc. Indianapolis, IN 4/2000 - 7/2001
Business Relations Representative
Duties included calling potential BBB members, explaining benefits to business owners of membership and acquiring funds for membership.
HL YOH Information Indianapolis, IN 10/1999 - 1/2000
Technology Associate Systems Analyst 3
Assigned to Indiana Department of Environmental Management. Duties include installing MS Office 97 on department's 1000 workstations, installing and upgrading of new computers. Implementation of printers and drivers from department's network.
Bell Industries/ Indianapolis, IN 9/1996 - 5/1999
Graham Division Inc.
Help Desk Coordinator/Service Parts Administrator
Service Parts Administrator duties included receiving parts, issuing parts to technicians, preparing parts to be returned to vendors, assisting technicians with FieldPro (field service software program). On site Help Desk assignments included: Level 1 at St. Vincent Hospital, using Expert Advisor. Resetting of employee passwords, answering MSOffice 95, GroupWise, printing problems and internal hospital software problems. Passed trouble tickets to Level 3 technicians. Level 2 Help Desk services at Community Hospital. Answered MSOffice, GroupWise and printing problems and internal software problems. Passed troubled tickets to Level 3 technicians. Also technical support of hospital's Compaq computers including reinstalling hospital software. Updated software drivers from the Internet.
Provided Level 1 Call Center support for Graham MicroAge customers on PC and Apple Mac questions and issues using FieldPro. Helped assign and coordinate PC and Apple technicians for on-site service.
EDUCATION:
Bachelor's Degree
Indiana University Indianapolis, Indiana
ADDITIONAL INFORMATION:
COMPUTER SKILLS:
Software: Microsoft Windows Operating System through Win7, Microsoft Office 2007/2010, FieldPro Enterprise, HEAT, ARS Remedy, HPService Manager.
Updated: Thursday, 23 August 2012 8:07 PM EDT
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