Patrick Keating Email & Phone Number

Burlington, MA

• Core member of Global Services organization responsible for providing strategic direction and product lifecycle support.
• Provided product lifecycle management across a wide-array of areas including the delivery of support plans and serviceability requirements into product programs for all shared storage products including the flagship.
• Directed ongoing product and organization assessments to align resources, and deliver improved quality and time to… Show more Core member of Global Services organization responsible for providing strategic direction.
• Directed ongoing product and organization assessments to align resources, and deliver improved quality and time to market.
• Performed diverse project management and ensured that product performance, scalability and serviceability were an integral part of the product value proposition.
• Ensure the needs of customers and the Services organization were addressed by the product teams; prioritized defects and feature requests with engineering and product management teams.

• Senior member of Global Services organization responsible for providing second-level support and escalation management
• Subject matter expert and senior contributor for Avid’s storage suite and asset management products
• Provide installation support, drive troubleshooting and replacements for customers across all business units and established relationships with resellers and ACSRs
• Escalation management and mentoring of junior team members during critical business impacting… Show more Senior member of Global Services organization responsible for providing second-level support and escalation.
• Escalation management and mentoring of junior team members during critical business impacting troubleshooting
• Created a 6 week Mentoring Program for existing employees transitioning to Shared Storage from other product skill sets

• Senior member of Global Services organization responsible for providing account ownership to an Enterprise client
• Manage customer issues and drive to resolution via cross functional collaboration and prioritization of open cases, ensuring timely delivery of high-quality 2nd and 3rd level technical support. Assess customer.
• Maintain detailed knowledge and records of customer configurations… Show more Senior member of Global Services organization responsible for providing account ownership to an Enterprise client
• Maintain detailed knowledge and records of customer configurations and workflows, including the entire suite of Avid products as well as 3rd party implemented solutions.
• Prevent catastrophic events by analyzing product quality, identifying at-risk operational workflows, advising on configuration and software changes, and certifying standard disaster recovery measures.
• Coordinate with Professional Services and Sales on site upgrades and installs, ensuring successful hand off of completed projects to Customer Success.

• Provided critical support for Avid’s pro video and media enterprise customers via phone, email, and onsite visits.
• Developed and delivered training for new products and features.
• Participated in the design and testing of several special projects for Customer Success including CRM enhancements, escalation process, lead generation, and knowledge base enhancements.
• Numerous on-sites all across the US to provide upgrade assistance and Code Blue assistance in Editor, ISIS and… Show more Provided critical support for Avid’s pro video and media enterprise customers via phone, email.
• Numerous on-sites all across the US to provide upgrade assistance and Code Blue assistance in Editor, ISIS and Interplay PAM Show less

• Provided logistical support for Avid’s pro video and media enterprise customers via phone and email
• Facilitated technical support issues and part requests for world-wide customers through both phones calls and emails.
• Co‐managed Avid Download Center database to ensure customers 24/7 access to applicable software and hardware.
• Maintained the registration database and dongle updater distribution for Xpress DV and Xpress Pro clients.

Bachelors Of Science: Communications Media, Film And Video Concentration, English Literature

Associates Degree Of Science | Cum Laude, Digital Media Production Technology