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.