Patrick McFarland
Experienced IT Engineer
1724 Ridge Ave Arnold, PA 15068
Windows OS's
Skilled with Windows from Win 95 through Win 10
Mac OS's
Proficient with OSX 10.10 and newer
Microsoft Office Suites
Skilled with Microsoft Office applications
Active Directory
Proficient with creating and managing users and groups in Active Directory
Adobe Creative Suite
Familiar with Adobe aplications such as Acrobat, Photoshop and Lightroom
Microsoft SharePoint
Familiar with creating and managing pages and users in SharePoint
Mac Integration Basics 10.11

Greetings from your friendly neighborhood tech support!

I enjoy solving the unique and ever changing puzzles that arise each day.

Relevant Experience
Remote Support Specialist III
Rand Corporation – Pittsburgh, PAOct 2017 – Current
  • Be the first point of contact for customers.
  • Log all incoming requests into the ticketing system and be responsible for follow-ups.
  • Diagnose and solve a broad range of complex end-user computer problems over the telephone.
  • Take ownership of assigned cases and ensure that the computing problems are resolved to the end-user’s satisfaction.
  • Actively participate in follow-up and quality assurance activities.
  • Maintain centralized documentation of policies and procedures.
  • Appropriately triage requests that the specialist cannot solve.
Help Desk Analyst
Continuum Managed Services – Cranberry Township, PADec 2016 – June 2017
  • Answered inbound calls from a wide variety of small and medium businesses
  • Provided a consistent White-labeled service for the MSP partners
  • Remotely assisted clients with issues
  • Updated documentation for client sites and internal use
  • Made follow up outbound calls to clients to verify issue resolution or gather more information
  • Handled phones, chats, and emails to best assist customers in methods most convenient
Tech Support Analyst – Level 2
American Eagle Outfitters – Warrendale, PAAug 2011 – Dec 2016
  • Volunteered for development and maintenance of in house CMD line tools
  • Admin for our internal SharePoint knowledge-base
  • Answered calls from over 2000 stores both national, international and remotely
  • Provided support to users in the corporate headquarters
  • Constant collaboration with other teams to find solutions to vendors problems
  • Led a program to install and maintain ShopKick equipment in stores
  • Re-designed training program and was a primary trainer for new analysts
IT Helpdesk Intern
Rue 21 – Warrendale, PAJun 2011 – Aug 2011
  • Answered calls from over 700 stores, remotely supporting them
  • Provided support to users in the corporate headquarters
  • Provided support to over 80 district managers in the field
  • Imaged and set up workstations for new hires, replacements and upgrades
  • Constant collaboration with other teams to find solutions to users problems
Phone Operator
Allegheny Answering Service, Pittsburgh, PAFeb 2011 – Aug 2011
  • Answered phones for thousands of clients across the continent
  • Assisted customers with problems after hours
  • Managed a high volume of calls
Bachelor of Science in Information Technology
La Roche College – Pittsburgh, PA
Bachelor of Science in Computer Science
Rochester Institute of Technology – Rochester, NY
Continued education in computer and network security via online resources
  • Podcasts including Steve Gibson’s Security Now, Risky Business
  • Online blogs such as Krebs on Security
  • Frequent resources for projects such as XDA developers and Stack Exchange