Patrick E.

McAdoo
761 Nicolls Road
Deer Park, NY 11729
Home: (631) 865-2548 Cell: (631) 796-4149 / pmc17f20@westpost.net
* Dedicated Technical Support Professional with proven strengths in customer sup
port, problem resolution, communication, and multi-tasking in diverse working en
vironments.
* Proficient in identifying, analyzing and developing solutions for business nee
ds and requirements.
* Excellent interpersonal and communication skills allow me the ability to work
independently or as an integrated member of a team.
* Detail oriented problem solver that utilizes skills to exceed customer and emp
loyer expectations.
Experience
2009 Tequipment, Inc., Farmingdale, NY
Technical Support Specialist
Responsibilities:
* Answer incoming calls pertaining to technical support related issues on SMART
Technologies products.
* Respond to incoming emails in a timely manner.
* Review and process technical support tickets from a queued database.
* Process RMA's.
* Assist internal departments with technical support issues when necessary.
2006 - 2009 Contemporary Computer Services, Inc. (CCSI), Bohemia, NY
Network Administrator and Break-Fix Technician for Multiple School Districts
Responsibilities:
* Supported the set-up, configuration, troubleshooting, and maintenance of a com
puter network with over 1,000 users.
* Interacted with clients regarding network, application, security and access is
sues.
* Monitored network performance and performed root cause analysis of performance
issues.
* Managed assigned work orders by ensuring timely completion, escalation, resolu
tion and properly documenting resolution in an automated trouble-ticket tracking
system.
* Setup, configured and maintained over 1,000 user and email accounts in an acti
ve directory.
* Provided expert level troubleshooting assistance in the areas of client/server
connectivity, peripheral hardware products and operating systems.
* Rehabilitated and retrofit customer computers to extend their useful life duri
ng a time of budgetary cuts.
* Responsible for quickly and effectively diagnosing and resolving IT issues spe
cific to Dell desktops and laptops, and multi-vendor printers.
* Managed the ordering of replacement parts for Dell desktops and laptops, and m
ulti-vendor printers; tracked and reported order status on a weekly basis.
* Monitored and reported inventory status of computers, components and other equ
ipment.
2006 DATA INDUSTRIES LTD, NEW YORK, NY
Business Analyst Consultant for Contract Analysis and Implementation of Health I
nsurance Plan (HIP) Health Plan of New York
Responsibilities:
* Facilitated technical support to HIP's medical provider community regarding in
quiries on the use of and problems relating to HIP's website and interactive voi
ce response (IVR) phone system via phone and email.
* Provided timely acknowledgment for issues identified by medical providers.
* Coordinated with various inter-functional departments to resolve issues.
* Reported complex issues to management for high level action as needed.
* Recommended website and IVR phone system improvements to facilitate greater ea
se of use.
* Contacted providers to encourage use of the website and IVR phone system.
2005 - 2006 SPHERION CORPORATION, WESTBURY, NY
Technical Support Representative-Level 2 for Technical Support Group (TSG) depar
tment, Cable and Communications Operations Division of Cablevision Corporation
Responsibilities:
* Provided technical support services to resolve technical problems for Optimum
Online customers on supported software/hardware, including Microsoft and Apple/M
AC operating systems, Optimum Online email, Internet communications, and routers
.
* Used multiple systems simultaneously to resolve customer issues and recorded r
esults in customer account records, including, but not limited to trouble-ticket
databases (CABLEDATA, BMC Remedy), customer databases, troubleshooting process
guides and diagnostic software.
* Scheduled service calls for field technicians.
2004 - 2005 CUSTOM COMPUTER SPECIALISTS, INC., HAUPPAUGE, NY
Technician
Responsibilities:
* Part of a network and wireless integration team that implemented and upgraded
client network infrastructures.
* Collected and maintained physical network configuration and patch panel diagra
m information.
* Installed Cisco switches and wireless access points into appropriate worksite
locations.
* Linked fibre optic cables to ports allowing proper connection between communic
ation points.
* Connected network cables into proper patch panel drops and corresponding switc
h ports.
* Configured and/or reconfigured Cisco switches and wireless access points.
* Tested signal strength for all network drops and wireless access points throug
hout entire building to ensure proper operation of IP addressing and LAN/wireles
s internet connectivity.
* Reported and resolved all networking issues identified during testing.
1993 - 2004 CIGNA HEALTHCARE, MELVILLE, NY
Sr. Technical Support Specialist
Responsibilities:
* Provided technical (computer and desktop) support on systems for the unit.
* Supported Technology Tools (eligibility, billing, structure, reporting) used b
y National Accounts and Employer Services in their day to day operation.
* Handled case specific issues related to unexpected results from one of the tec
hnology tools.
* Interacted with business and systems partners to resolve system data processin
g errors.
* Assessed impact in order to prioritize system requests to resolve issues.
* Ensured the integrity of data between multiple CIGNA systems.
* Performed root cause analysis to identify, document and resolve issues that im
pact the integrity of the eligibility data for group policy holders.
* Functioned as liaison between business and systems for eligibility data integr
ity reports, which include communicating issues affecting accounts.
1996 - 2001 Business Analyst
Responsibilities:
* Engaged with clients to discuss automated and manual document processing.
* Accountable for the implementation and maintenance of client's health care cov
erage/plans into various database systems.
* Received and reviewed client files for errors and process corrections.
* Acted as a consultant to Claims, Sales and Healthplans divisions to resolve el
igibility issues.
* Maintained computer programs and structure necessary for processing proper cli
ent data.
* Participated in Policyholder meetings and internal expert team meetings.
* Communicated with internal and external customers to determine and define busi
ness needs.
* Updated Client Input Database with fallout numbers on automated clients for mo
nthly reporting.
1993 - 1996 Enrollment Analyst
Responsibilities:
* Provided quality customer service/extensive customer relations.
* Initial enrollment and maintenance of client information into various database
systems.
* Assured quality control standards for all information keyed into the database
system.
* Exhibited comprehensive understanding of technical/business issues and their i
mpact to all affected areas.
* Developed suggestions/improvements for the Centralized Eligibility Database to
decrease manual keying errors and budget expenses.
* Maintained daily, weekly, and monthly backlog reports.
Education
Susquehanna University, Selinsgrove, PA - B. A. in Information Systems
Certifications
MCSA on Windows Server 2003
Microsoft Certified Technology Specialist (MCTS)
Windows Vista, Configuration
Microsoft Certified Professional
Windows 2000 Professional; Windows NT Server 4.0; Windows NT Workstation 4.0
A+ Certified Service Professional
Warranty Parts Direct Certification
Dell Laser Printers, Notebooks, Desktops, Workstations, Servers and Storage devi
ces
SMART Certified Technician
Technical Skills
HARDWARE - Personal Computers, Laptops & Printers: X86 PC Platforms; Dell, Epson
, HP, and Lexmark Printers; Apple PCs
NETWORK CONNECTIVITY EQUIPMENT - 10/100/1000 Hubs/Switches, Cisco Routers 2600,
2800 series, Cisco PIX 500 series, Cisco Switches 2900, 3500, 3550, 6500 series,
Cisco Aironet 1200 series, Cisco Content Engines, Cisco Wireless Switches
SOFTWARE - Operating Systems: DOS, Windows 3.1, 95, 98, NT 4.0, 2000, XP, 2003,
Vista, Cisco IOS, MAC 9.x/10.x
MISCELLANEOUS - BMC Remedy, WordPerfect, Lotus 123, MS Office 2003/2007 suite, C
lient Related Software, Orinoco, TCP/IP on NT platforms