andrew patterson
Technical Support Specialist III - United Airlines at Astreya
technical support specialist iii
versatile driven technical support client service professional experience helping company people grow technology . ’ known success leveraging leadership , customer service , problem solving , communication skill produce result accomplish task . recognized supervisor peer always working hard learning quickly , bringing positive energy passion set standard excellence . skill showcased effective written verbal communication collaboration , acting peer-leader team-focused approach work . success work ha built high-level industry expertise , strong leadership , enthusiasm building , maintaining , growing relationship . evident aptitude establishing immediate rapport peer , direct report , individual level aligning business priority organizational strategy implement creative solution meet business need . highly valued skill expertise throughout career include : - application troubleshooting - support - training & coaching - performance management - team building - schedule management - asset management - customer service - mentoring - hardware & software troubleshooting - user account management - talent development - remote support discus new opportunity , please contact directly : patterson.andrewj1 @ gmail.com
Astreya
https://www.linkedin.com/company/astreya
• Achieved high Customer Satisfaction (CSAT) rating and Net Promoter Score (NPS) consistently for delivering high-quality customer service and demonstrating leadership.
• Performed password resets through Identity Manager, traced lockouts via Lockout Tool application, and confirmed access or lack of for applications, shared mailboxes, One Drive, Citrix, etc, helping request access through Help Portal.
• Collaborated with refresh team on Willis Tower Refresh Project that included ~500 laptops that needed replacement over 2-3 month timeframe, working to image new machines, replace RAM in old machines, replace bad batteries and hard drives, and helping users walk though basic setup on new machines.
• Developed system to help recognize patterns in tickets, finding key words for easy tracking and then running reports which provided management with essential information to determine root cause of issues and therefore finding true resolutions.
Chicago, Illinois, United States
https://media-exp1.licdn.com/dms/image/C560BAQFw5Myk7B3gqw/company-logo_100_100/0/1551815397143?e=1655942400&v=beta&t=N0BJFaDxje0tJbfc2CBWd_Juw7V-t8fExL8z2Os8pHw
Technical Support Specialist III - United Airlines
RL Canning
https://www.linkedin.com/company/rl-canning
Chicago, Illinois, United States
https://media-exp1.licdn.com/dms/image/C560BAQELYzJt9Anm7w/company-logo_100_100/0/1550603460164?e=1655942400&v=beta&t=JqF7G9BWKiRELuzGzk0Bv_H0-dphxu-qWWWWtbWbunE
System Administrator - Apple
Astreya
https://www.linkedin.com/company/astreya
•	Streamlined process of providing teams access to software and enhanced team knowledge in noticed gaps by building ODBC connections to connect databases via software such as Teradata, Brio, and MS Access, setting up and resolving new hire machine issues in minutes rather than hours. 
•	Performed password resets through Identity Manager, traced lockouts via Lockout Tool application, and confirmed access or lack of for applications, shared mailboxes, One Drive, Citrix, etc, helping request access through Help Portal.
•	Collaborated with refresh team on Willis Tower Refresh Project that included ~500 laptops that needed replacement over 2-3 month timeframe, working to image new machines, replace RAM in old machines, replace bad batteries and hard drives, and helping users walk though basic setup on new machines. 
•	Developed system to help recognize patterns in tickets, finding key words for easy tracking and then running reports which provided management with essential information to determine root cause of issues and therefore finding true resolutions. 
•	Modernized support between IT teams by creating department Teams Chat for easy communication, encouraging better inter-departmental collaboration to solve escalated issues rather than individual communication. 
•	Achieved high Customer Satisfaction (CSAT) rating and Net Promoter Score (NPS) consistently for delivering high-quality customer service and demonstrating leadership.
Greater Chicago Area
https://media-exp1.licdn.com/dms/image/C560BAQFw5Myk7B3gqw/company-logo_100_100/0/1551815397143?e=1655942400&v=beta&t=N0BJFaDxje0tJbfc2CBWd_Juw7V-t8fExL8z2Os8pHw
End User Support Specialist
Best Buy
https://www.linkedin.com/company/best-buy
•	Helped agents efficiently troubleshoot and repair clients’ computers while providing excellent customer service by reviewing 5 random tickets each day to use for coaching / learning opportunities, helping agents improve on troubleshooting issues more efficiently. 
•	Created vision that correlated with company goals and made Geek Squad indispensable for clients by ensuring services acted as a one-stop shop for all client technical needs while providing great customer experience and implementing culture of enjoyment, support, and collaboration, encouraging team to feel empowered, have pride, and peer-lead to help each other grow.  
•	Managed entire Geek Squad portfolio key performance indicators (KPIs), supporting revenue, margin, and net operation profit (NOP) goals. 
•	Delivered world-class customer experiences supported by high CSAT scores through listening attentively to customers, repeating back important information to demonstrate understanding, empathizing with situations, assuring clients with appropriate action plans to resolve issues, and working with a smile and positive attitude to put client at ease. 
•	Developed talent bench and created succession plans by motivating team, setting clear and attainable goals, providing proper training, and holding employees accountable, therefore helping promote multiple agents and other employees. 
•	Achieved various awards and recognition, including Top 3 Precinct NPS award multiple times, Best Labor Management, and award for Best Sales in precinct for accomplishing 110% to budget goals for entire year.
Chicago, Illinois, United States
https://media-exp1.licdn.com/dms/image/C4E0BAQFMyoW0xtrKDg/company-logo_100_100/0/1647543044958?e=1655942400&v=beta&t=dCfB-300OCETYU3f-nSBnUi-SAeNJN9rHMJwzrAvpdw
Geek Squad Services Manager
Best Buy
https://www.linkedin.com/company/best-buy
Chicago, Illinois, United States
https://media-exp1.licdn.com/dms/image/C4E0BAQFMyoW0xtrKDg/company-logo_100_100/0/1647543044958?e=1655942400&v=beta&t=dCfB-300OCETYU3f-nSBnUi-SAeNJN9rHMJwzrAvpdw
Sales Supervisor
Best Buy
https://www.linkedin.com/company/best-buy
Chicago, Illinois, United States
https://media-exp1.licdn.com/dms/image/C4E0BAQFMyoW0xtrKDg/company-logo_100_100/0/1647543044958?e=1655942400&v=beta&t=dCfB-300OCETYU3f-nSBnUi-SAeNJN9rHMJwzrAvpdw
Salesperson
Courses towards Bachelor of Science (BS), Anthropology
https://media-exp1.licdn.com/dms/image/C4D0BAQGqdHmIbLIMDw/company-logo_100_100/0/1519856326183?e=1655942400&v=beta&t=ncFhxeScKj1D7B5rojzCI0Cq1m26ewoZQrE2mI_c-rM
Loyola University Chicago
https://www.linkedin.com/school/loyola-university-chicago/
Courses towards Associate in General Studies (AGS), General Education
https://media-exp1.licdn.com/dms/image/C560BAQGPSVyv2IyzTA/company-logo_100_100/0/1545341665888?e=1655942400&v=beta&t=yrEvkxhq5wLRCNYfuk69DGPbeTwcmLre8ziRz-R0ESk
College of DuPage
https://www.linkedin.com/school/college-of-dupage/
LinkedIn
www.linkedin.com
Developing Executive Presence
https://www.linkedin.com/learning/developing-executive-presence
Coursera
coursera.org
Building Your Leadership SKills
https://coursera.org/share/e58af9500eaa4cac7aaa7a6a8d980b17
LinkedIn
www.linkedin.com
Installing and Administering Atlassian Confluence
http://www.linkedin.com/learning/installing-and-administering-atlassian-confluence
LinkedIn
www.linkedin.com
Windows 10: Advanced Troubleshooting for IT Support
http://www.linkedin.com/learning/windows-10-advanced-troubleshooting-for-it-support
LinkedIn
www.linkedin.com
IT Service Desk: Management Fundamentals
http://www.linkedin.com/learning/it-service-desk-management-fundamentals
LinkedIn
www.linkedin.com
Learning Confluence
http://www.linkedin.com/learning/learning-confluence
LinkedIn
www.linkedin.com
Learning Jira Software
http://www.linkedin.com/learning/learning-jira-software-3
LinkedIn
www.linkedin.com
Windows 10: Troubleshooting for IT Support
http://www.linkedin.com/learning/windows-10-troubleshooting-for-it-support
LinkedIn
www.linkedin.com
Windows Server 2016: Installation and Configuration
http://www.linkedin.com/learning/windows-server-2016-installation-and-configuration
Apple
ACiT (Apple Certified iOS Technician)
Muneeb Zamir
      
          



            
              
        
              
  

    
        I had the pleasure of working with Andrew for almost 5-6 years and during that time he helped me grow and encourage me to reach my full potential. I find myself very lucky to have worked with Andrew, a manager who was not only invested in the company, but he made sure that he builds a friendship with each employee. There was never a moment where it felt like he was a senior to me. His true leadership qualities made him one of the best managers I have had the pleasure to work with. He has many years of experience and his calming personality is what makes him perfect for any organization. Honestly, anyone would be lucky to have him in their organization !!  Breanna Patel
      
          



            
              
        
              
  

    
        Andrew is a highly professional and extremely dedicated associate and an asset to any company. He is a leader by nature and understands the appeal of his audiences and knows how to adapt his communication and training techniques. I would highly recommend him in full confidence regardless of the position or company he is interested in! 
https://uk.linkedin.com/in/andrew-patterson-86404123
Turton Bottoms
Andrew Patterson
Project Controller at Alstom Transport Ltd
https://uk.linkedin.com/in/andrew-patterson-5656064a
Belfast Metropolitan Area
Andrew Patterson
Sales at Laganside Wholesale Ltd
https://au.linkedin.com/in/andrew-patterson-583354b9
Greater Melbourne Area
Andrew Patterson
Manager of Operations at Prendergast Earthmoving
https://uk.linkedin.com/in/andrew-patterson-418961a9
Greater Glasgow Area
Andrew Patterson
Associate Dentist
https://www.linkedin.com/in/andrew-patterson-43099515
Edmond, OK
Andrew Patterson
Owner, GED Media