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.

• 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.

• 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.