Dave Patton Email & Phone Number

New York, Ny, Us

- Assist customers with implementation of data security best practices- Architect software deployment in a customer’s environment including sizing and placement of hardware- Consult with engineering staff to evaluate interface between hardware and software, develop specifications and performance requirements and resolve customer problems- Development of documentation to be used both internally and externally- Retrieve and manipulate data for analysis of user behavior- Manage long running projects, managing stakeholders and deadlines- Prepare reports and correspondence concerning project specifications, activities and status as well as a customer facing Statement of Work.- Provide other services such as training and software migrations to new hardware- Coordinate, prepare, and present internal training activities for sales and support personnel.

Systems Engineer- Lead team of technicians in maintaining client networks.- Remotely troubleshoot any IT related issues that arose (Server, Workstation, and Network).- Develop scripts to automate resolution of issues.- Design monitor sets in order to identify trends in order to proactively resolve potential problems.- Provide on-site support to managed service clients throughout the New Jersey and New York City areas.- Maintain detailed records of time and activities in ConnectWise PSA platform.- Provide a point of escalation to entire service department.- Train new hires on process and policy.Assistant Service ManagerTemporary position during a period of restructuring while still fulfilling all roles of Systems Engineer.- Design and deliver rapid response initiative in order to better prioritize and resolve issues faster.- Manage day to day activities of the service department (14 employees).- Maintain over 95% positive customer satisfaction scores for 70 managed services clients.- Identify key performance indicators and manage companywide heads up displays to better react to changes in trends.- Review all entered notes to ensure an accurate and extensive knowledge base.- Implement structured operations and business management plan, improving efficiencies for higher margins.

Parsippany, Nj, Us

- Administrated remote management software, Labtech- Worked with clients to resolve service requests- Maintained detailed notes on service request resolutions in Connectwise Ticketing System- Led network infrastructure implementation projects- Defined schedules for patching, cleanups, and overall maintenance for over 50 clients- Developed and maintained client websites - Member of management team tasked with restructuring the company

Parsippany, Nj, Us

Summer and Winter Internship that coincided with my college schedule.- Performed physical computer repairs- Developed inventory management web application to track orders- Assisted with network infrastructure implementation- Responsible for keeping inventory and incoming shipments organized