1. PATRICK ROWLAND
89 Custer Road Heath, Ohio 43056 | (C) 740-641-1616 | patrick.rowland@outlook.com
Skills
 Microsoft Active Directory
 Checkpoint VPN
 RSA SecurID
 Lexmark Printers
 HP Server and Workstation
 Customer Support Internationally
 Mainframe Support
 Microsoft Office Suite
 Radia Imaging
 SharePoint
 AirWatch
 VMWare Administration
 SCCM
 Remedy
 HP Service Center
 Bomgar
 AS-400
 Lotus Notes
 Incident Management
 First Call Resolution
Certifications
 CompTIA A+
 CompTIA Project+
 ITIL v3 Foundation
Education
C-TEC Adult Education Center August 2015 to September 2016
Newark,Ohio
Network Technician Fulltime Program (700 Hours) – Consisting of core IT courses and classroom hands
on training and networking including CompTIA A+ renewal,Project+, Network+, Security+, Mobility+,
LPI Linux, Virtualization, CCENT,CCNA
Experience
Fiserv – Dublin, OH October 2012 to July 2015
Corporate Information Technology
Resolved computer issues in a corporate setting by taking calls and assigned requests in Remedy.
 Managed Corporate VPN monthly RSA Token replacement
 Trained new associates on the day to day helpdesk environment.
 Project management on numerous VPN tasks and audits.
 Mobility setup in Exchange Active Sync for iPhones using AirWatch
 Developed a more streamline process for tracking and sending monthly VPN token replacements
 On-call for production VPN related issues
 Developed extensive training materials and procedures in the proper use of hardware and
software tokens
 Extensive troubleshooting Outlook 2010
 First–call Resolution
 Microsoft Active Directory Group and User administration
 Remote desktop resolution using WebEx and Bomgar

2.  SharePoint trouble shooting and use
 Worked with SCCM on a daily basis installing software to client workstations
 Troubleshoot network issues, used the following commands on a daily basis: PING,NSLOOKUP
 Troubleshooting network issues configuring DNS settings on client workstations
 Worked with the NOC team to get DHCP changed to a Static IP on client workstations
Discover – NewAlbany, OH December 2011 to October 2012
Tier 1 Technician
 Provided base level IT support to company personnel
 Resolved customer complaints and concerns with strong verbal and negotiation skills
 Processed an average of 900 inbound and outbound technical support calls monthly
 Microsoft Active Directory Group and User administration
 Preformed VMWare resets
Insight – Columbus, OH July 2011 to December 2011
Project Team Lead/Tier 2
Team Lead on a HP server and workstation refresh for J.P. Morgan Chase,in charge of 16 contractors
working at branches across the nation.
 Monitored and initiated Radia imaging to banker workstations
 Assisting bankers with establishing a VPN connection with RSA SecurlD
 Flashing the Bios to fix a bug, to troubleshooting and setting up PXE boot
 Troubleshooting Lexmark MFD printers.
Insight – Columbus, OH July 2010 to November 2010
Project Team Lead/Tier 2
Washington Mutual conversion to J.P Morgan Chase,managed 36 contractors to complete a time
sensitive project in a secure environment.
 Kept detailed notes in Eagle, a ticket monitoring system developed by J.P. Morgan Chase to track
progress of computer issues
 Microsoft Outlook administration
 Microsoft Active Directory Group and User administration
 Supported a range of business applications to support web based environments.
Spherion – Columbus, OH January 2009 to July 2010
Test Technician
Assignment at Converge reclamation warehouse,reclaiming hard drives and motherboards.
 Set Dell motherboard testing procedure
 Tested both hard drives and motherboards
 In accordance with the Department of Defense,preformed hard drive erasure
 Quality inspection, and packaging of motherboards and hard drives to ship to the customer
 Completed ESD training