Patrick Joyce Email & Phone Number

Patrick Joyce is a Manager Global Technical Support at FLIR Systems at FLIR Systems. He possess expertise in training, active directory, microsoft office, microsoft excel, microsoft word and 8 more skills. Colleagues describe him as "Patrick is a self motivator and has personal pride in what he does. Always takes on the task at hand and will find away to resolve the issue. Extremely knowledgeable of the IT area. He is always there when you need him works until the issue is resolved. Great person"

Listed skills include Training, Active Directory, Microsoft Office, Microsoft Excel, and 9 others.

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  Global Technical Support

  Flir Systems

  Sep 2000 - Present

  As team leader I am responsible for coordinating the daily operations of the Global Technical Support group, performing the standard work tasks as a contributing member, and serving as a senior escalation point for issue resolution. Coordinate, diagnose and troubleshoot incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local site personnel or from employees using network remote access. Directly provide and ensures overall team is completing timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Support and maintain effective relationships with users and ensures regular team coordination and communication within the support group. Develop, documents, implement, and ensures team adherence with standard operating policies, procedures and customer service guidelines relating to remote IT support. Provides group operating performance metrics, challenge and opportunity observations, efficiency recommendations, and issue escalation to management.Overseas daily group activities; monitoring the incident and phone support queue, customer response, SLA performance, and associated stats and metrics. Provides weekly group reporting to management based on key performance indicators.Acts as a senior escalation point and mentor for team members.Provides training for new group members.Ensures that ticket are acknowledged, resolved or dispatched in a timely manner; appropriate notes, communication, and processing requirements are met per incident management procedure. Discrepancies in process are reported to management for further corrective action.•Ensures that the team is adhering to standard operating policies, procedures, and incident management documentation. Discrepancies in process are reported to management for further corrective action.•Works on assignments requiring considerable judgment and initiative.