Patrick Hanford Email & Phone Number

 Provide specialized technical support for Adobe Creative Cloud applications, catering to both offline and online product queries.  Assist system administrators in licensing and deploying Creative Cloud apps across enterprise systems, ensuring smooth and efficient software implementation. Manage and operate ticketing systems to track, prioritize, and resolve customer inquiries and issues effectively. Utilize Jira for issue tracking and project management… Show more  Provide specialized technical support for Adobe Creative Cloud applications, catering to both offline and online product queries.  Assist system administrators in licensing and deploying Creative Cloud apps across enterprise systems, ensuring smooth and efficient software implementation. Manage and operate ticketing systems to track, prioritize, and resolve customer inquiries and issues effectively. Utilize Jira for issue tracking and project management, facilitating clear communication and collaboration with development teams on bug fixes and feature enhancements. Conduct thorough testing of customer-reported issues on a personally configured virtual machine, replicating environments to identify and troubleshoot problems. Develop and maintain Standard Operating Procedures (SOPs) and training materials for internal team reference, enhancing operational efficiency and knowledge sharing. Create and distribute comprehensive training documentation for customers, providing clear guidance on product usage, troubleshooting, and best practices. Show less

Chantilly, Virginia, United States

 Research and designed features and applications for new and existing products. Speaking to and collaborating with a variety of people, such as clients, vendors, management andinformation technology (IT) staff during the creation and maintenance of a system. Communicate with stakeholders to identify what they want a system to accomplish. Laid out customer requirements in Jira and confluence and delivered those requirements to developersafter baselining process.… Show more  Research and designed features and applications for new and existing products. Speaking to and collaborating with a variety of people, such as clients, vendors, management andinformation technology (IT) staff during the creation and maintenance of a system. Communicate with stakeholders to identify what they want a system to accomplish. Laid out customer requirements in Jira and confluence and delivered those requirements to developersafter baselining process. Anticipating potential issues or bottlenecks and identifying possible solutions. Utilized Agile Structure within organization to ensure early and continuous delivery of GEOINTproducts. Show less

Chantilly, Virginia, United States

 Utilized command prompt for initial set up of newly installed systems. Troubleshoot network connectivity and hardware issues alongside customers. Installed and upgraded computer and phone hardware at different workstations. Maintain inventory records and request orders to restock supplies as needed. Demonstrate extensive field knowledge through efficient problem resolution. Report conflicts and issues to upper management.

Springfield, Virginia, United States

 Take an overview of service desk calls, response times and customer satisfaction. Monitor and manage phone queue. Function as a liaison between the helpdesk team members and other IT support teams. Recruit, train and support helpdesk representatives and technicians. Review and prioritize helpdesk t tickets and promote and/or escalate incidents as needed. Contribute to improving customer support by actively responding to queries and handling complaints. Contribute… Show more  Take an overview of service desk calls, response times and customer satisfaction. Monitor and manage phone queue. Function as a liaison between the helpdesk team members and other IT support teams. Recruit, train and support helpdesk representatives and technicians. Review and prioritize helpdesk t tickets and promote and/or escalate incidents as needed. Contribute to improving customer support by actively responding to queries and handling complaints. Contribute to quality assurance and other management meetings to improve service desk efficiency. Assisted Approximately 40-70 customers a day with troubleshooting tasks. Broke down and evaluated user problems, using test scripts, personal expertise, and probingquestions. Explained technical information in clear terms to non-technical individuals to promote betterunderstanding. Provided Tier 1 IT support to non-technical internal users through desk side support services. Show less

South Korea

 Researched current real-world events; produced presentations to brief decision makers on a weeklybasis. Logged, analyzed and filed classified documents. Conducted intelligence analysis in support of multiple field exercises. Worked as an administrative clerk for personnel within organization. Managed battalion-level clearance actions from initiation to adjudication. Performed troubleshooting techniques on signals/computer equipment Supervised teams in support… Show more  Researched current real-world events; produced presentations to brief decision makers on a weeklybasis. Logged, analyzed and filed classified documents. Conducted intelligence analysis in support of multiple field exercises. Worked as an administrative clerk for personnel within organization. Managed battalion-level clearance actions from initiation to adjudication. Performed troubleshooting techniques on signals/computer equipment Supervised teams in support of security and installation law and order operations. Processed and reviewed disciplinary and other adverse actions; made recommendations tocommander based on regulation and policy. Maintained security of the local areas and performed route clearance for visiting high-rankingofficials. Show less