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.

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

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.

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

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.
• 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