Andrew Patterson
Technical Support Specialist III - United Airlines at Astreya
Technical Support Specialist III
I am a versatile and driven technical support and client services professional with experience in helping companies and people grow through technology. I’ve been known for success in leveraging leadership, customer service, problem solving, and communication skills to produce results and accomplish tasks. Recognized by my supervisors and peers for always working hard and learning quickly, bringing positive energy and passion to set the standard of excellence. 
My skills are showcased through effective written and verbal communication and collaboration, acting as a peer-leader with a team-focused approach to work. The success of my work has been built through high-level of industry expertise, strong leadership, and enthusiasm for building, maintaining, and growing relationships. I have an evident aptitude for establishing immediate rapport with peers, direct reports, and individuals at all levels and aligning business priorities with organizational strategies to implement creative solutions to meet business needs.  

My highly valued skills and expertise throughout my career include:
- Application Troubleshooting 
- IT Support 
- Training & Coaching 
- Performance Management
- Team Building 
- Schedule Management 
- Asset Management 
- Customer Service 
- Mentoring
- Hardware & Software Troubleshooting 
- User Account Management 
- Talent Development
- Remote Support

To discuss new opportunities, please contact me directly: patterson.andrewj1@gmail.com
Astreya
https://www.linkedin.com/company/astreya
Technical Support Specialist III - United Airlines
• 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
RL Canning
https://www.linkedin.com/company/rl-canning
System Administrator - Apple
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
Astreya
https://www.linkedin.com/company/astreya
End User Support Specialist
•	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
Best Buy
https://www.linkedin.com/company/best-buy
Geek Squad Services Manager
•	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
Best Buy
https://www.linkedin.com/company/best-buy
Sales Supervisor
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
Best Buy
https://www.linkedin.com/company/best-buy
Salesperson
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
Courses towards Bachelor of Science (BS), Anthropology
Loyola University Chicago
https://www.linkedin.com/school/loyola-university-chicago/
https://media-exp1.licdn.com/dms/image/C4D0BAQGqdHmIbLIMDw/company-logo_100_100/0/1519856326183?e=1655942400&v=beta&t=ncFhxeScKj1D7B5rojzCI0Cq1m26ewoZQrE2mI_c-rM
Courses towards Associate in General Studies (AGS), General Education
College of DuPage
https://www.linkedin.com/school/college-of-dupage/
https://media-exp1.licdn.com/dms/image/C560BAQGPSVyv2IyzTA/company-logo_100_100/0/1545341665888?e=1655942400&v=beta&t=yrEvkxhq5wLRCNYfuk69DGPbeTwcmLre8ziRz-R0ESk
https://www.linkedin.com/learning/developing-executive-presence
Developing Executive Presence
www.linkedin.com
LinkedIn
https://coursera.org/share/e58af9500eaa4cac7aaa7a6a8d980b17
Building Your Leadership SKills
coursera.org
Coursera
http://www.linkedin.com/learning/installing-and-administering-atlassian-confluence
Installing and Administering Atlassian Confluence
www.linkedin.com
LinkedIn
http://www.linkedin.com/learning/windows-10-advanced-troubleshooting-for-it-support
Windows 10: Advanced Troubleshooting for IT Support
www.linkedin.com
LinkedIn
http://www.linkedin.com/learning/it-service-desk-management-fundamentals
IT Service Desk: Management Fundamentals
www.linkedin.com
LinkedIn
http://www.linkedin.com/learning/learning-confluence
Learning Confluence
www.linkedin.com
LinkedIn
http://www.linkedin.com/learning/learning-jira-software-3
Learning Jira Software
www.linkedin.com
LinkedIn
http://www.linkedin.com/learning/windows-10-troubleshooting-for-it-support
Windows 10: Troubleshooting for IT Support
www.linkedin.com
LinkedIn
http://www.linkedin.com/learning/windows-server-2016-installation-and-configuration
Windows Server 2016: Installation and Configuration
www.linkedin.com
LinkedIn
ACiT (Apple Certified iOS Technician)
Apple
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! 
Andrew Patterson
https://uk.linkedin.com/in/andrew-patterson-86404123
Project Controller at Alstom Transport Ltd
Turton Bottoms
Andrew Patterson
https://uk.linkedin.com/in/andrew-patterson-5656064a
Sales at Laganside Wholesale Ltd
Belfast Metropolitan Area
Andrew Patterson
https://au.linkedin.com/in/andrew-patterson-583354b9
Manager of Operations at Prendergast Earthmoving
Greater Melbourne Area
Andrew Patterson
https://uk.linkedin.com/in/andrew-patterson-418961a9
Associate Dentist
Greater Glasgow Area
Andrew Patterson
https://www.linkedin.com/in/andrew-patterson-43099515
Owner, GED Media
Edmond, OK