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 risk management, change management, and communication plan, and providing a framework to manage the personnel on a daily basis (1:1, weekly team meetings, and best practices workshops). Developed reporting framework to provide insight into the performance of the service, as well as the individuals on the team e.g. utilization of the deployment or planning PM. Developed an assessment process to enable the team to excel at their daily duties, and a mentoring program to foster their career growth.

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 performance. Drive process improvements within the team and the larger organization as a whole.

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 stakeholders’ needs and adhere to the overall Web strategy. Design UI for web pages to instill ease of use, customer satisfaction and monetization. Effectively collaborate with both the editorial and producers in creating appealing shows, with goal of building an online community.• 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 driving click through rate up by 150% and doubling video plays per session on the video gallery widgets.Technical Liaison on the design and implementation of new video technology into partner websites, providing coding services for resource constrained projects.Developed and managed a best practices document to catalog implementation characteristics of video widgets, detailing the pros and cons of widget placement or use. The best practice document enabled partners to select the video implementation that best suited their objective while giving visibility to the new video technology. Increasing CPM by 25%.Partnered with engineering to migrate 450 premier partners to a completely new video platform, giving access to improved web services and better performance, increasing customer satisfaction by 25%.Led partner/engineering collaboration to create a scalable solution within the ingestion and transcoding processes, significantly improving efficiencies and content quality. MTTR improved by a factor of 10; Standardization of video quality to High Definition (1080p.)

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 service providers.Developed Monitoring and Alerting criteria through the analysis of performance metrics, which enabled our team to resolve issues prior to our customers reporting them. Support for all high priority escalation regardless of time of occurrence, or place of person. (Our motto was 24 x 7 x 365 x anywhere x any time)Technology Mentor for the organization, regarding current or new services, setting the standards on how we manage the services to what metrics.Created and managed forecast for upcoming releases, incorporating feedback from multiple internal partners.Negotiated and developed Contract Agreements and or Statement of Work with our external Partners resulting in greater cost savings year after year (10%).Mentor for the Organization, in the definition and measurement of Service Level Agreements (SLA) and how they relate to contractual obligations.Quality of Service manager for the organization, reviewing and summarizing on a monthly basis the status of the Connectivity performance and initiatives for the MSN Dialup Access Service.

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 Maintenance of Service Level Agreements with both internal and external the Service providers.Service Request reporting and management to ensure the current Service Requests are managed with respect to the before mentioned SLA.Service Requirements - Managing the requirements or tools necessary to support a said service. Tier 2 LeadTechnology Mentor for the workbench, regarding current or new supported services.Tier 2 Support for all high priority escalation regardless of time of occurrence.Delegation of responsibilities for the workbench with respect to Service Request Management, Troubleshooting and or Tools Development.

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 2000Languages:USA, JPN, GER, and FRN

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, regression, and automated. Created and maintained a bug reporting database. Developed Installation and Uninstall programs for various software applications. Developed and maintained applets for Christmas for Windows, and Let's Celebrate.Managed the Development and Test Personnel for Christmas for Windows, and Let's Celebrate. Created and maintained both projects and test plans.