Ethan Patrick Email & Phone Number

Dallas, Texas, United States

• Triage and resolve front-end tier-3 software issues for a fast-paced startup
• Serve in an on-call rotation to launch expedited in-app outage communications in real-time
• Leverage technical knowledge and customer behavior to improve product quality and usability
• Develop the GTM process to prepare internal staff to solve all new feature questions and issues
• Craft and maintain basic and advanced troubleshooting documentation for internal support representatives
• Collaborate with Product and Engineering teams to test beta software and deliver feature stories and bug reports in JIRA

Dallas-Fort Worth Metroplex

• Served as subject matter expert in a suite of software tools to increase customers’ productivity
• Delivered an exceptional product support experience for agents across multiple channels, meeting or exceeding defined SLAs inZendesk for Tier 2 tickets
• Identified steps to reproduce novel and complex technical issues arising on the Compass platform
• Escalated tickets that required Support Engineering input and maintained communication with stakeholders to ensure resolution
• Represented the voice of the customer and eliminate user friction by providing quantifiable and actionable product feedback andpain points to the Compass P&E and Leadership team
• Partnered with Product & Engineering to maintain robust internal documentation and supportability planning for all Compasstools, ensuring that all support staff can easily understand how our products work to provide.

Dallas-Fort Worth Metroplex

• Proactively serve a portfolio of assigned agents so that they may achieve positive business outcomes via Compass software and services
• Drive agent software and program engagement to help agents become power users
• Maintain mastery of Compass technology and educate agents on Compass products and programs to enable best business practices in a competitive landscape
• Partner closely with Real Estate Sales Managers and other cross-functional teams to build and execute agent success strategies, including business growth plans
• Welcome new agents by conducting onboarding sessions for individual agents and agent teams
• Manage listing and licensing transfers throughout the onboarding process

Dallas/Fort Worth Area

• Provide One-to-One Training opportunities on Compass Tools and anything else they may have questions on.
• Facilitate regularly scheduled workshops on Core Tools on the Compass Platform.
• Present internal training on Core Tools for Compass Staff
• Collect feedback on the Compass Platform using ZenDesk ticketing and through day-to-day interaction with customers and staff and funneling that feedback to the appropriate channel for review and implementation
• Beta test new features and tools yet to be released to the general user pool and provide feedback to Product Engineering
• Report technology bugs to Product Engineering and find temporary solutions focused on keeping workflows as manageable as possible

Plano, TX

• Repaired relationships with customers seeking technical support at the Genius Bar
• Performed iOS and Mac repairs
• Served as an example to other team members regarding best practices
• Actively connected with team members to encourage personal and professional development within their role
• Provided ongoing and proactive communication to customers with updated repair strategies and resolutions
• Contributed to a professional atmosphere in the Repair Room that was conducive to the efficient and accurate completion of repairs with an emphasis on personal accountability and growth

Plano, Texas

Coordinated the repair process for all devices coming through the Genius BarDelivered feedback to peers when opportunities for growth presented themselves for improved accuracy and development among techniciansWorked directly with new store members to provide formal and on-the-go training on best practices and standard operating processesReconciled.

New Orleans, LA

Created promoters for Apple through the use of the APPLE steps of service and the three A’s while working in the Product ZoneSought feedback on a regular basis from peers and leadership team and give feedback to individuals and leadership to enhance the customer experienceMaintained a team member NPS score of 100 throughout FY 18 First QuarterServed as a.

Greater New Orleans Area

Managed two communities: One first-year co-ed community style residence hall, and one upperclass co-ed suite style residence hallManaged two Residential Learning Communities (RLCs) in conjunction with campus partners and the Faculty in Residence, including the Upperclass Honors and Health Wave RLCsDeveloped and implemented general and RLC specific.

Sherman/Denison, Texas Area

Student DevelopmentEstablishes a positive and responsible relationship with students.Provides counseling and/or referrals for students as needed.Participates in student intervention as related to academic, social and personal development.Educates students regarding college policies and procedures as well as state and federal health, fire and safety.

Southern Methodist University

I work in Residence Life and Student Housing in a graduate assistant role as an Assistant Community Director. I supervise three Resident Assistants responsible for room occupancy, community development, house programming, and facilities operations. By working as an ACD, I am acquiring experience in supervising student staff, being adaptable to the.

Hawk, Martin, & Moore Community

Working as an Interim RCD, I supervised five student staff members in the Hawk, Martin, & Moore Community, an apartment style community at SMU. While working with the RA staff, I streamlined the program proposal and evaluation submission process to achieve community development outcomes with effective program planning and implementation. I also worked.

Common Desk, Deep Ellum - Dallas, TX

As an associate working with Elizabeth Adams, I assisted in client-serving accounting and administrative needs. I developed proficiency in multiple applications including Quickbooks, Bill.com, Google Apps, Hootsuite, and many others.

As a Resident Assistant I served as a resource to 44 undergraduate and graduate students in Martin Hall. I was responsible for promoting community through programming and resident interaction. I worked on a staff with four other Resident Assistants and contributed by providing enthusiasm, ideas, and feedback to create the best experience we could for the.

As a Marching Band Consultant I commuted to Moises E. Molina High School and gave constructive feedback to students and directors regarding marching technique and musicality.

I served as a Resident Assistant on the 4th floor of Mary Hay Hall in the Fine Arts Community at SMU. I planned and implemented community-wide social, leadership, educational, service, and diversity programs. As an RA I also performed administrative duties including building rounds, programming, and check-ins and check-outs. I also sat on some committees.

As a Hall Tour Ambassador (HTA) at Southern Methodist University I was responsible for maintaining a Residence Hall Showroom that was shown to prospective students. I conducted Residence Hall Tours and used my interpersonal skills to converse with prospective students and parents.

Master Of Education (M.Ed.), Higher Education Policy And Leadership

Bachelor Of Arts (B.A.), Music