Patrick Ford Email & Phone Number

Austin, Texas Metropolitan Area

Austin, Texas Metropolitan Area

• Managed a small team support the IT and DevOps needs of the office.• Assisted with the design and setup of the new office Server room.• Assisted with the planning of the Office move.• Planned the move of the new office server room.• Assisted with the packing and move of the office.• Worked with vendor to schedule installs in new office.• Helped plan the design of the Open storage space .• Setup and reconfigured servers and build systems post move .• Setup and configured user workspaces and conference rooms in new office. • Build, and configure RedHat Satellite server for project .

Austin, Texas Area

Austin, Texas

• Provided IT and help desk support for Altera’s local and remote offices• Maintained an inventory of PC’s and peripherals • Imaged, configured and deployed Windows 7 Laptops• Imaged, configured and deployed Linux workstations• Provided support and troubleshooting for both Windows and Linux OS’s• Worked end-user trouble tickets via Service Now • Performed troubleshooting and repairs on PC hardware • Worked with 3rd party hardware providers for PC and server on warranty related problems • Maintained and supported the local datacenter and network resources• Worked closely with the server and network teams to support the office network and datacenter• Provided 24/7 support for the local datacenter and network• Performed troubleshooting and repairs on the local servers • Installed and setup new servers in the datacenter• Installed and setup new network (LAN/WLAN) in the datacenter and office• Worked with vendors to support the local datacenter and WAN network • Setup small Linux server farm to host Linux VM’s for the San Jose AVL test lab• Setup and configure 15 servers with KVM hypervisor with 16 Linux VM’s per server• Traveled to Altera remote office’s to provided IT support• Managed and tracked the progress local projects, tasks, and operations• Adhered to all IT policies and guideline to ensure all compliance requirements were met• Worked with Intel IT team to support Altera’s Austin office integration in to the Intel environment• Provided Intel IT integration team with detail information for Altera remote US offices• Assisted with the laptop migration for Altera laptops to Intel laptops• Helped end-users prepare for the transition to new Intel PC’s • Recovered and recycled all unused or out of date PC hardware from the Altera’s Austin site• Assisted with the shutdown, packing and move of Austin datacenter• Setup and Managed the engineering test lab in the new Intel office

Austin, Texas

• Provided desk side and help desk IT support to the Central Texas regional users/offices• Installed, configured and maintained end user hardware, software, and peripherals.• Supported region Mobile workforce• Worked user issues via Zendesk and Remedy trouble ticket database• Created and managed the regional IT hardware inventory• Responded to user and/or technical problems providing support as needed. • Performed troubleshooting and repairs on desktop computer equipment. • Provided technical support and guidance through Tier 2• Worked with vendors to resolve Tier 3 issues.• Created user documentation to provide solutions for user question or problems.• Participated in regional technical projects • Maintained and supported regional Servers, networks and VOIP phone hardware.• Created regional users and email accounts. • Collected business requirements from end users for hardware and software business needs• Participated in the development, testing and evaluation of hardware and software packages• Prepared metrics and progress reports for regional projects, tasks, and operations.• Provided on call support for regional users/office• Adhered to IT standard policies, service level agreements and ensured all compliance requirements were met.

Austin, Tx

• Performed troubleshooting and diagnosed of PC hardware and software problems• Performed repairs and upgrades of desktop and notebook hardware• Diagnosed and repaired operating system, software and driver problems• Installed, and updated software, operating system and drivers• Created customer operating system images• Setup and install new desktops/ notebooks, server, network and printers• Migrated user data from the user old hardware to new hardware• Performed virus/ malware/ ad-ware scans and removal (automated and manual)• Managed small office server and network• Provided consulting service for new hardware and software purchased

Round Rock, Tx

• Managed highly escalated Enterprise and Client pro-support cases (including SAN, Servers, Desktops, Workstations, and Notebook Lines of Business) resolution exceeding 100 cases a month consistently maintaining excellent customer relations • Established high performing cross-functional teams with interlocked strategies, roadmaps, goals and accountabilities • Lead and collaborated with technical teams cross-functionally to accomplish team objectives and to resolve a customer’s issue based on customer requirements • Shared knowledge that significantly reduces time to of close escalated cases, preventing calls to technical support with fewer escalations in the future as well as reducing customer stress and confusion

• Provided engineering-level support to technical support personnel to resolve hardware and software escalations• Evaluated/assigned severity for escalated problems• Troubleshoot and debug escalations to identify the root cause of the failure and provided a resolution or workaround to tech support/end users• Configured hardware and software to replicate end user environments to perform advanced troubleshooting for escalated problems (operating system, drivers, servers, wired and wireless networks, etc.)• Worked with internal engineering or ODM engineering resources fine long term resolutions to hardware and software problems.• Worked directly with engineers from 3rd- party hardware and software manufactures to determine and solve any incompatibilities problems• Participated as a member for the hardware and software development teams providing make sure previous sustain problems do not reoccur in new products• Worked with the test team to review test plans for new hardware and software• Analyze test case findings with the product team to categorize the failures, set the severity and determined plan of action to resolve the failure • Created and reviewed internal knowledge base documents for technical specs and troubleshooting procedures• Reviewed new product documentation for technical content and accuracy• Collaborated with engineering to run internal hardware beta programs maintaining beta support databases and analyzing them for any failures• Reviewed and approved hardware drivers for public download• Major development participation included Windows operating system, wireless networking, mobile graphics cards, precision workstation and gaming notebooks (XPS and Alienware)• Provided advanced Operating System support (setup, configuration, and troubleshooting) for Dell customer running Linux (RedHat and Ubuntu) on Dell Client system and workstations.