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 • Provide feedback on new and existing products to enable complete and thorough support throughout its entire life cycle

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 appropriate educationalopportunities and troubleshooting• Constantly looked for opportunities for an agent to integrate a specific product into their workflow to deepen our productengagement through growing their business and creating value• Acted as the voice of the customer: collected insights from agents, identify patterns and themes, collaborate directly with ourProduct Marketing, Management, and User Experiences teams, and provided timely updates to agents to close the loop• Shared expertise gained from both direct and indirect agent interactions with other staff supporting agent product adoption, suchas Compass Academy and Product Marketing teams• Deepened agents’ connection to Compass through thoughtful, empathetic product support

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• Conduct in person Compass product and program trainings and meetings with agents as needed• Work proactively to identify agent needs and develop solutions• Document and continuously improve best practices, resources, and SOPs• Work with local regional leadership on local best practices and regional priority projects• Troubleshoot issues related to marketing, Compass tools, technology/devices, enterprise systems, etc• Work collaboratively with specialty roles to champion non-AEM questions on behalf of the agent

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• Engage customers proactively around Compass Tools using email, phone calls, texts, Workplace, sales meetings, face-to-face interactions, and any other creative means of communication• Earn the trust of customers through personal connection and consistently exceptional support and communication• Collaborate with Product Experts across the nation to establish best practices, to minimize on the duplication of efforts, and to contribute to Compass-wide initiatives

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 sellable, allocated, and used service partsAccounted for all repairs in Repair Central / Mobile GeniusProvided ongoing and proactive communication to customers with devices checked in for repairEstablished 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

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 model to peers on approaching customers in both the Product Zone and AccessoriesDeveloped from opportunities to gain experiences across store areas, including conducting RFPs to aid the Genius Bar and managing running to aid BackstageAttended supplemental training sessions entitled “Lakeside University” whenever available

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 Residential Curricula in collaboration with campus partners, involved faculty, and Housing and Residence Life staffTrained and supervised 13 Resident Advisors and 32 Desk Services CoordinatorsServed as a liaison between the residence hall community and Residential Faculty Mentors to facilitate informal and academic interactions between student and faculty within the residence hallServed in University-wide Student Affairs Professional On-Call (SAPOC) rotation for 3967 studentsChaired the 2016-17 Staff Recognition and Support Committee tasked with planning community development initiatives among professional, RA, and student worker staff within the department; member of the 2017-18 Professional Staff Recruitment Committee tasked with coordinating the Resident Director Recruitment processCoordinated programming initiatives led by RAs, Faculty in Residence, and RLC campus partners

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 laws.Enforces residence hall and campus policies.Supervises, develops, and evaluates paraprofessional staff.Assists in the recruitment and selection processes for the entire residence life staff. Participates in the planning and implementation of student staff training.Recruits, trains and advises Hall Council members.Facilitates delivery of intentional educational and social programming for the residence hall and campus communities.Aids with the implementation of Project F.L.O.O.R. (first year student programming) and other programming efforts in residence halls.AdministrativeFacilitates opening and closing of halls, including check-in and check-out.Maintains records regarding room and hall maintenance and inventories with follow-up as needed.Manages hall occupancy, including room and hall assignments, room changes, maintenance of hall floor charts and rosters.Organizes data and composes monthly, semester and yearly reports.Coordinates damage billing records and follow-up.Communicates staff, resident and community issues with Student Life Office.Assists with budget supervision and development, replacement and renovation projects.Carries out supervisory responsibilities in accordance with the college's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work.

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 situation at hand, and working through facilities related crises in a composed and professional manner.

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 closely with the Residence Life and Student Housing Assignments Team to effectively manage room occupancy for more than 120 residents.

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 Hawk, Martin & Moore Community.

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 including the Residence Life and Student Housing End of the Year Banquet Committee and the Residential Commons Committee concerning student leadership and community government structures.

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