Patrick Duque

Experience

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  Rockland Investigation Agency

  Sept 2008 - Dec 2012

  •Participates in planning and carrying out hardware and software systems administration. This includes operating system, corporate applications, and database administration such as user accounts and passwords administration, systems and application software installation and updates, backup and restore, disaster recovery, capacity planning, system upgrades, system troubleshooting, bug fixing etc. •Exercises independent judgment and initiative in adapting and applying procedures to address unusual problem situations and resolves most conflicts. • Coordinates and carries out system maintenance and support activities such as defining support requirement, transport, testing, coordinating with users for user testing to transport changes to test and production environments, obtaining user approvals and documenting such changes in accordance with IT standards and procedures. Provide production support / troubleshooting of issues and instances including (workflow, applications backup and SQL/Oracle Databases administration. .etc). •Participate in planning and undertaking installation of bug fixes, upgrades and new software releases. •Oversees the administration and maintenance of the company's infrastructure. •Planning and implementation of additions, deletions and major modifications to the supporting infrastructure.•Oversees troubleshooting, systems backups, archiving, and disaster recovery and provides expert support when necessary• Works with different departments to help implement Internal Systems. • Responds to escalated help desk issues. • Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner. • Builds and maintains vendor relationships and manages the purchase of hardware and software products. • Serves as main point of contact on all IT-related matters for the office assigned. • Prepares work to be accomplished by collecting information and materials. Show less

  • IT Administrator cum Graphic Artist

    Nov 2010 - Dec 2012

  • IT Technical Support

    Sept 2008 - Nov 2010
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  Emerio

  Jul 2014 - Jun 2016

  Command Center Engineer

  Monitor IT mailboxes and provide Lync support for end user requirements. Circulate helpdesk tickets to the appropriate IT teams when required in order to avoid delaysProvide support by telephone, through a 3rd party or be on-site depending on ticket requirements Support and assist IT colleagues in order to resolve issues for end-users quicker Receives and logs service requests and dispatches them for action. Escalates technical issues as appropriate. Interacts with support organizations to ensure restoration of service and/or identification and correction of core problems. Technical SupportTroubleshoots incoming calls from clients regarding problems with desktop functionality, network connectivity, and application support. Logs issues and either resolve them or ensure they are dispatched to the applicable support group. Runs queries and tests to identify root causes of system errors. Tracks current applications to problem resolutions, and then publish fixes so the user community has access to them.Ensures Proper Issue Tracking troubleshoot network connectivity and server ability. Consults within network and server teams to confirm outages. Track customer impact from server and network problems.Ensures follow-up on unresolved cases. Escalates problems as necessary to ensure contractual agreements are met. Knowledge Microsoft Threat Management Gateway 2010 Microsoft Internet Security and Acceleration 2006 Boxtone Blackberry Blackberry Administration Service Nagios Core Topper Mail Monitoring and Service Level Reporting Tool Active Directory Exchange Office 365 Microsoft SharePoint Show less

• 

  DXC Technology

  Jun 2016 - now

  Service Delivery Consultant

  •Provides technical support and input on the application of technology to a defined business segment. Provides advice on solution and integration opportunities to defined segments•Liaise with other IT teams on proper integration and correlation of the Incidents.•Facilitate the restoration of disrupted services on a 24 x 7 x 365 basis and ensure related operations are in accordance with established procedures and best practices.•Acts as single point of contact for Incident management and escalation• Supports a computer operations environment that meets all service level agreements and availability targets• Provides immediate tactical response and coordination minimizing duration of an IncidentKnowledgeMail RelayListserv Mailing ListMajordomo Mailing ListMicrosoft Threat Management Gateway 2010Microsoft Internet Security and Acceleration 2006Boxtone BlackberryBlackberry Administration ServiceNagios CoreTopper Mail Monitoring and Service Level Reporting ToolActive DirectoryMicrosoft Exchange 2010Microsoft Office 365Microsoft SharePoint Show less