GLORIA PATTERSON
Phoenix
Summary
Dynamic IT and HR professional with a proven track record at Lowe's Home Improvement, excelling in conflict resolution and system diagnostics. Leveraged critical analysis and operating systems expertise to enhance user experience and resolve complex issues, achieving a high rate of first-contact resolution. Skilled in training and mentoring, consistently exceeds service goals through innovative solutions and exceptional client service.
Overview
9
9
years of professional experience
Work History
IT HELP DESK TECHNICIAN
Carolina IT (Lowe's Home Improvement)
Panama City
11.2024 - 02.2025
- Provided guidance on how to apply for benefits, and answered questions related to the process.
- Conducted interviews with applicants, explaining the benefits process, and which programs were available.
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Researched case histories, court decisions, legal articles, statutes, codes, and other data pertinent to determination of eligibility.
- Maintained a positive working relationship with fellow staff and management.
- Explained the reasons behind application denials, and recommended further action.
HR OPEN DOOR REPRESENTATIVE
Lowe's Home Improvement
07.2023 - 06.2024
- Investigated complaints of workplace harassment, wrongful termination, and discrimination.
- Resolved customer concerns and promptly answered to maintain satisfaction.
- Interpreted and explained human resources policies, procedures, or regulations.
- Advised management on disciplinary procedures, terminations, and grievances.
- Problem-Solving and Analytical Abilities.
- Collected employee reports of unfair treatment, documented cases through ServiceNow, and forwarded them to the appropriate team.
HR SERVICE CENTER REPRESENTATIVE
Lowe's Home Improvement
Mooresville
01.2019 - 06.2023
- Leveraged excellent communication skills to engage effectively with customers.
- Effectively managed client communications in a dynamic work setting.
- Conducted investigations to identify effective solutions for client issues, including payroll discrepancies, missed clock-ins, and comprehension of HR policies. Responded to customer inquiries through various channels.
- Handled complex customer interactions, demonstrating both professionalism and understanding.
- Exceeded established service goals by implementing customer service and employee management best practices.
- Answered inbound calls, chats and emails to facilitate customer service.
CUSTOMER SUPPORT ENGINEER
NCR
Mooresville
01.2017 - 01.2019
- Collaborate with clients to resolve software, hardware, and network issues.
- Diagnosed technical problems using expertise in computer systems, networks, and hardware.
- Protected critical tools, software, vehicles, documentation, and intellectual property.
- Maintained and serviced ATMs, POS systems, and kiosks.
- Offered after-hours assistance to sustain customer satisfaction.
- Performed essential repairs to enhance the performance of hardware, software, and equipment.
IT HELP DESK TECHNICIAN
Carolina IT (Lowe's Home Improvement)
Mooresville
12.2015 - 01.2017
- Configured user accounts and network settings.
- Addressed customer inquiries promptly.
- Supported Windows, Mac OS X, and Linux operating systems.
- Diagnosed and resolved software, hardware, and network problems.
- Handled remote troubleshooting for printers and computer peripherals.
- Conducted troubleshooting on Windows operating systems and applications.
- Attended skill-enhancing training sessions.
- Resolved the majority of calls on the initial contact.
Education
MASTER OF SCIENCE (M.S.) - HUMAN RESOURCES MANAGEMENT
Southern New Hampshire University
Manchester, NH, US08.2023
BACHELOR OF SCIENCE (B.S.) - COMPUTER INFORMATION SYSTEMS
Florida Agricultural & Mechanical University
Tallahassee, FL, US07.2002
Skills
- Critical analysis skills
- Skilled in conflict resolution
- Effective Written Communication
- Proficient in prioritizing tasks
- Analytical research skills
- Expertise in the Microsoft Suite
- Training and mentoring
- HR Policies and Procedures
- HR policies and procedures
- Operating systems
- Client service requests
- Compensation and benefits
- Investigating discrepancies
- System analysis
- Application monitoring
- User training
- Application support
- Remote support
- Operating systems expertise
- Mobile device support
- System diagnostics
Timeline
IT HELP DESK TECHNICIAN
Carolina IT (Lowe's Home Improvement)
11.2024 - 02.2025
HR OPEN DOOR REPRESENTATIVE
Lowe's Home Improvement
07.2023 - 06.2024
HR SERVICE CENTER REPRESENTATIVE
Lowe's Home Improvement
01.2019 - 06.2023
CUSTOMER SUPPORT ENGINEER
NCR
01.2017 - 01.2019
IT HELP DESK TECHNICIAN
Carolina IT (Lowe's Home Improvement)
12.2015 - 01.2017
MASTER OF SCIENCE (M.S.) - HUMAN RESOURCES MANAGEMENT
Southern New Hampshire University
BACHELOR OF SCIENCE (B.S.) - COMPUTER INFORMATION SYSTEMS
Florida Agricultural & Mechanical University
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