Kevin Patterson
IT Operations Analyst, Experienced @Blue Shield of California
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WORK HISTORY
IT Operations Analyst, Experienced @Blue Shield of California
El Dorado Hills, CA, US
Prepared, managed, and trained a team of 26 in 1 week to support questions on how to login using multi-factor authentication. • Partnered in the release of many projects including Multi-factor Authentication, Windows Hello, Exchange Online, Outlook mobile, Intune, and Zoom enterprise wide• Managed multiple projects that caused change for over employees• Following seven stages of Content Management replaced Cisco Webex with Zoom• Created, reviewed, and informed team of 20 of new standard processes in Agile environment• Operated as service level matter expert for multiple enterprise impacting projects• Created and reviewed weekly reports used to successfully plan on going migrations • Trained colleagues in the creation of new self-service content standards• Reviewed and compiled customer feedback for enhancements to overall user experience• Wrote, reviewed, and authored over 600 articles used enterprise wide within 6 months• Used HTML coding to refine available knowledge base and user experience
EDUCATION
Harvard Online
Computer Science
Jessup University
Bachelor’s Degree, Youth Ministry, Counseling
The University of Arizona Global Campus
Master of Business Administration - MBA, Business Administration and Management, General
ABOUT KEVIN PATTERSON
How often have you or the people around you felt frustrated with technology solutions that add a layer of complexity to day-to-day life?Many opportunities have enabled me to gain a deeper understanding of the end-user experience and become a more effective operations analyst. Blue Shield of California\'s mission to provide a healthcare system worthy of family and friends, and sustainably affordable, has given me many opportunities to focus on the end-user experience. My roles with Blue Shield enable me to ask questions such as,\"Is this technology making life simpler?\" or \"How will it promote a positive experience to end users?\" It is these questions that help Blue Shield of California be more customer-centric. My roles at Blue Shield have helped me develop into a customer-centric and empathetic individual who is more attuned to others. All of these opportunities have equipped me to enhance or drive change in making technology more accessible and less complex. I enjoy new perspectives and opportunities to learn and grow, so please don\'t hesitate to reach out if you would like to discuss further.
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