Patrick Gary Email & Phone Number

San Francisco, Ca, Us

Redmond, Washington, Us

• Create continuous improvement framework, saving $70K by building customized hardware and creating OpenSource private cloud services software solution, migrating to save 30% in monthly AWS costs.• Coordinate 10-member technical support team throughout international operations, supporting engineering communications, feature updates, data analytics, and other product support requests.• Direct education and training initiatives for classroom groups of up to 30, developing and scheduling customer support and on-site training for new software tools and processes.• Support account development and growth for client budgets of up to $2M in annual costs, consulting and ensuring customer service support in a 24/7 delivery environment.• Perform security audit and penetration testing in collaboration with local utilities, delivering 100% issue resolution.• Implement networking and data center process improvements, updating firewalls, restructuring VPNs, installing core switches to improve capacity and failover, and running cyclical programs to improve capacity and stability.• Increase system performance for 40K enterprise accounts, introducing monitoring processes and management tools to boost data integrity to 98%.

• Led planning, implementation and deployment of $2M SaaS-based network monitoring platform for national telecommunications network, driving $500K in supplemental revenue and helping secure second 5-year contract.• Managed key account onboarding and training, leading on-site and remote sessions nationally.• Improved customer satisfaction and software performance, implementing aggressive customer SLAs including a 15-minute response window for critical outages, 7-day root cause analysis windows to drive rapid software issue resolution.

• Managed project delivery for Network Operations Center (NOC), directing leasing and construction and network monitoring service delivery.• Assisted international team with monitoring and troubleshooting equipment and services for major national and international cellular carriers and customers.• Coordinated customer and 3rd party support for disaster response and incident management to minimize customer interruption and network downtime.

• Provided operations and business technical support for internal and external customer groups, managing HR, invoicing, and internal accounting.