Patrick Hicks Email & Phone Number

Redmond, WA

Lead the effort in establishing the team as "Managed Service" from the "Staff Augment" model, standing up core infrastructure to manage the team effectively. This would include pulling together a training and onboarding program, defining and documenting all aspects of the service being delivered, including implementation of core horizontal processes like.

Bellevue

Providing IT support for the staff; day to day maintenance of Active Directory, Exchange, SharePoint, and IIS. * designed and implemented process for deploying Operating Systems, and Applications to desktops via WAIK.* designed document repository using SharePoint* designed process for refurbishing and deploying donated computer equipment to staff.

Bellevue, WA

Coordinate and manage stakeholders and/or resources, setting expectations, gathering requirements and scheduling deliverables. Work collaboratively with both engineering and vendor teams to ensure they deliver solutions that meet stakeholders’ requirements. Proactively develop service improvement plans to improve both customer satisfaction, and.

Las Vegas, Nevada

• Coordinate and manage stakeholders and resources, setting expectations, gathering requirements and scheduling deliverables. Work collaboratively with vendor teams to ensure they deliver solutions that meet.
• Created social media plan, increasing web site presence enabling partnership with YouTube.
• Created monetization plan, increasing ad revenue for both blog, and video content.
• Designed web site template, for reuse on sister sites.

Bellevue, WA

Developed and managed the On-boarding process of Premier Partners coming aboard the MSN Video platform. Technical point of contact for MSN Video partners in the implementation and use of web services, and widgets. Primary Customer Advocate to the Engineering team on feature request and release management.Delivered new services and technologies to partners.

Managed and maintained Service Level Agreements (SLA) with both internal and external partners resulting in the identification and resolution of the customer affecting issue prior to myself or the internal customers reporting them.Creation and maintained Troubleshooting and Escalation guides to be used by our Tier One, Second Level Engineering and external.

Administrative: Scheduling and Staffing of a workbench for a 24hr by 7day period, this would include both FTE and CSG personnel.Training of personnel – This would include the First Day Orientation to Brownbag Workshops for new or existing Services.Facilities Management – Lab Design and Layout, and Hardware procurement.Service ManagerCreation and.

Tested the functionality, usability, and overall performance of the MSN Client.Specific areas of expertise: Legacy Client Regression, Build Verification Testing, Buffer Overrun, Mail Migration, COM objects, Client Configurations, and Windows 2000.Documentation skills include; Test Plans, Test Case Scenarios.OS: Windows NT, Windows 9x, and Windows.

SOFTWARE TEST ENGINEER: Tested the functionality, usability, and overall performance of various individual software packages. Testing methods used included adhoc, regression, and automated. Created and maintained a bug reporting database.

Participated in the design, development, and test of several software applications destined for the retail market. i.e. Christmas For Windows, Let’s Celebrate, Criterium DecisionPlus, and The Shainin AssistantTested the functionality, usability, and overall performance of various individual software packages. Testing methods used included adhoc.