Patrick Lento Email & Phone Number

Biddeford, Me, Us

Lexington, Massachusetts, United States

𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐒𝐮𝐩𝐩𝐨𝐫𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲- Work with Product Managers to perform UAT for new products or enhancements.- Develop Supportability guidelines and ensure adherence.- Gather supportability requirements from Support teams.𝑃𝑙𝑎𝑛𝑛𝑒𝑑, 𝑑𝑒𝑣𝑒𝑙𝑜𝑝𝑒𝑑, 𝑎𝑛𝑑 𝑟𝑜𝑙𝑙𝑒𝑑 𝑜𝑢𝑡 𝑎 𝑔𝑙𝑜𝑏𝑎𝑙 𝑠𝑢𝑝𝑝𝑜𝑟𝑡 𝑡𝑒𝑎𝑚 𝑓𝑜𝑟 𝑏𝑟𝑎𝑛𝑑 𝑛𝑒𝑤 𝑝𝑟𝑜𝑑𝑢𝑐𝑡 𝑜𝑓𝑓𝑒𝑟𝑖𝑛𝑔. 𝐿𝑒𝑑 𝑒𝑛𝑎𝑏𝑙𝑒𝑚𝑒𝑛𝑡 𝑜𝑓 𝑒𝑛𝑔𝑖𝑛𝑒𝑒𝑟𝑠. 𝑊𝑜𝑟𝑘𝑒𝑑 𝑤𝑖𝑡ℎ 𝑃𝑟𝑜𝑑𝑢𝑐𝑡 𝑡𝑒𝑎𝑚 𝑡𝑜 𝑡𝑒𝑠𝑡 𝑎𝑛𝑑 𝑒𝑛ℎ𝑎𝑛𝑐𝑒 𝑝𝑟𝑜𝑑𝑢𝑐𝑡 𝑤𝑖𝑡ℎ 𝑒𝑛𝑔𝑖𝑛𝑒𝑒𝑟 𝑓𝑒𝑒𝑑𝑏𝑎𝑐𝑘. 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐦𝐞𝐧𝐭-Create frictionless business processes for global Support teams. Areas include case management, product enhancement, knowledge dissemination.-Drive project discovery with Support, Professional Services, Customer Success, Community, and Education teams.𝐷𝑒𝑣𝑒𝑙𝑜𝑝𝑒𝑑 𝑟𝑒𝑙𝑎𝑡𝑖𝑜𝑛𝑠ℎ𝑖𝑝𝑠 𝑎𝑐𝑟𝑜𝑠𝑠 𝐶𝑢𝑠𝑡𝑜𝑚𝑒𝑟 𝐸𝑥𝑐𝑒𝑙𝑙𝑒𝑛𝑐𝑒 𝑡𝑜 𝑐𝑟𝑒𝑎𝑡𝑒 𝑚𝑒𝑐ℎ𝑎𝑛𝑖𝑠𝑚𝑠 𝑓𝑜𝑟 𝑜𝑛𝑔𝑜𝑖𝑛𝑔 𝑑𝑒𝑣𝑒𝑙𝑜𝑝𝑚𝑒𝑛𝑡 𝑜𝑓 𝑝𝑟𝑜𝑐𝑒𝑠𝑠𝑒𝑠, 𝑝𝑟𝑜𝑗𝑒𝑐𝑡𝑠, 𝑎𝑛𝑑 𝑝𝑒𝑟𝑠𝑜𝑛𝑛𝑒𝑙.𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐃𝐞𝐩𝐥𝐨𝐲𝐦𝐞𝐧𝐭-Project manager for Support and Customer Success projects.-Work with Business Innovation teams to drive completion of key milestones in Jira.-Report on KPIs for key stakeholders.𝑆𝑢𝑐𝑐𝑒𝑠𝑠𝑓𝑢𝑙𝑙𝑦 𝑑𝑒𝑣𝑒𝑙𝑜𝑝𝑒𝑑 𝑎𝑛𝑑 𝑑𝑒𝑝𝑙𝑜𝑦𝑒𝑑 𝑎 𝑏𝑟𝑎𝑛𝑑 𝑛𝑒𝑤 𝑚𝑜𝑑𝑒𝑙 𝑜𝑓 𝐶𝑢𝑠𝑡𝑜𝑚𝑒𝑟 𝑆𝑢𝑝𝑝𝑜𝑟𝑡, 𝑓𝑜𝑐𝑢𝑠𝑖𝑛𝑔 𝑜𝑛 𝑆𝑀𝐸 𝑑𝑒𝑣𝑒𝑙𝑜𝑝𝑚𝑒𝑛𝑡. 𝐿𝑜𝑤𝑒𝑟𝑒𝑑 𝑇𝑖𝑚𝑒 𝑡𝑜 𝑅𝑒𝑠𝑜𝑙𝑢𝑡𝑖𝑜𝑛 𝑏𝑦 40% 𝑎𝑛𝑑 𝑖𝑛𝑐𝑟𝑒𝑎𝑠𝑒𝑑 𝐶𝑎𝑠𝑒𝑠 𝐶𝑙𝑜𝑠𝑒𝑑 𝑝𝑒𝑟 𝐸𝑛𝑔𝑖𝑛𝑒𝑒𝑟 𝑏𝑦 35%.𝐃𝐚𝐭𝐚 𝐀𝐧𝐚𝐥𝐲𝐬𝐢𝐬-Ad hoc reporting with SFDC reporting and Excel.-Advanced analysis with Python, Pandas, and SQL.𝐷𝑒𝑣𝑒𝑙𝑜𝑝𝑒𝑑 𝑠𝑦𝑠𝑡𝑒𝑚 𝑜𝑓 𝑒𝑛𝑔𝑖𝑛𝑒𝑒𝑟 𝑒𝑓𝑓𝑖𝑐𝑎𝑐𝑦 𝑡𝑟𝑎𝑐𝑘𝑖𝑛𝑔 𝑓𝑜𝑟 𝑟𝑜𝑙𝑙𝑜𝑢𝑡 𝑜𝑓 𝑆𝑀𝐸-𝑏𝑎𝑠𝑒𝑑 𝑆𝑢𝑝𝑝𝑜𝑟𝑡 𝑚𝑖𝑔𝑟𝑎𝑡𝑖𝑜𝑛.

𝐏𝐞𝐫𝐬𝐨𝐧𝐧𝐞𝐥 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭-Directly manage 15 Data Associates.-Track quality and utilization metrics.-Coach and mentor Associates to achieve rigorous quality and velocity goals.-Monitor time usage to increase efficiency on individual and team-level.𝐃𝐚𝐭𝐚 𝐀𝐧𝐚𝐥𝐲𝐬𝐢𝐬-Analyze reports and dashboards to identify and correct problematic trends or individual anomalies.-Create custom reports with SQL for deeper analysis, develop ad hoc reporting for peers.-Use advanced Excel skills to measure and track productive time of Data Associates.𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐖𝐨𝐫𝐤𝐟𝐥𝐨𝐰 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭-Work directly with customers to understand requirements and achieve goals for data processing.-Coordinate with Quality team and Workforce manager to ensure data processing meets quality and timeliness goals

Lexington, Massachusetts

𝐏𝐞𝐫𝐬𝐨𝐧𝐧𝐞𝐥 𝐦𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭-Manage a team of 12 Customer Support Engineers.-Conduct quarterly success management meetings with direct reports.-Work with internal enablement team to train and develop direct reports.𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐏𝐥𝐚𝐧𝐧𝐢𝐧𝐠-Identify areas of improvement for processes to keep up with growing customer base.-Coordinate with other departments to ensure customer needs are met.𝐑𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩 𝐁𝐮𝐢𝐥𝐝𝐢𝐧𝐠-Develop internal relationships across business organizations including Sales, Channel, and Operations.-Manage and enhance relationships with customers to alleviate churn risk and gather feedback.𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭-Implemented key business processes for phone scheduling tracking and engineer efficacy across product areas-Support contact for rollout and management of Five9 phone system-Adhoc reporting with Netsuite and Excel

Watertown, Massachusetts

𝐒𝐞𝐧𝐢𝐨𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫-Troubleshoot issues escalated by level 1 support engineers.-Handle and support advanced customer configurations.-Mentor and train level 1 support engineers.

Watertown, Massachusetts

𝐅𝐢𝐫𝐬𝐭 𝐋𝐢𝐧𝐞 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫-Work with US service delivery team to provide support for US-based and global customers-Assist administrators with using Mimecast services-Investigate and troubleshoot issues raised by customers-Closure of cases exceeding quality and timeliness goals

Boston, Ma

𝐃𝐞𝐬𝐤𝐭𝐨𝐩 𝐒𝐮𝐩𝐩𝐨𝐫𝐭-Respond to any and all client issues not resolved by remote team.-Serve as main point of contact for multiple larger clients with regular scheduled visits.-Build and deploy Windows/Mac-based desktops and laptops.-Deploy and document network hardware such as switches and firewalls.-Networked printer setup and troubleshooting.-Un-rack and re-install all on-premises hardware during client office moves.-Troubleshoot wired and wireless networks.-Assessment of client hardware/software needs for future projects.𝐑𝐞𝐦𝐨𝐭𝐞 𝐒𝐮𝐩𝐩𝐨𝐫𝐭-Active Directory user and computer management in Server 2008/12 environments.-General user support via phone and email𝐓𝐢𝐦𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭-Document work with Connectwise ticketing system-Coordinate scheduling of visits with clients.

Stoughton, Ma

Responsible for all IT related equipment in-store.Administrate access in Windows 7 environment for several hundred users using proprietary software based on Windows Management ConsoleTrain new co-workers to use MHS inventory management software.Facilitate classroom training in IT Security AwarenessPurchase and install hardware upgrades to Windows desktop and laptop workstations.Troubleshoot a variety of retail hardware(Windows-based POS, barcode scanners).Maintain Datalogic hand held and forklift-mounted radio data terminals.Created a HTML-based information kiosk for co-workers and “how-to” for common IT questions Determine life cycle management needs and roll out hardware replacement.Created HTML-based “how-to” guides for common IT questions.

Devens, Ma

Build and test high-purity transfer-components.Manage mass finishing area of shop.Trained and certified to use counter-balance forklift. Proficient in use of industrial crimper.Train co-workers in use of cleaning equipment.Schedule on-time completion of products and maintenance of equipment to meet strict delivery deadlines.

-Experience in all aspects of studio production both live and taped.-Worked on several on-location productions for various events.-Perform general maintenance on studio and field equipment as well as computers in office and editing rooms.-Coordinate with members to create a range of shows from talk to music based.-Rebuilt control room during major systems upgrade.-Teach classes in field and studio production.-Edit progams using Avid Xpress Pro, Adobe Premiere, and Sony Vegas.-Render and transcode media into different formats for cablecast and Video on Demand.-Use Tightrope software to schedule and track on-air programming.-Work with Facil to upkeep membership and equipment databases.-Work with other staff to develop outreach programs for both members and business sponsorship.-Winner of ACM Overall Excellence award 2010.