Patrick Mancuso Email & Phone Number

Consult and support the clients of the world’s largest security awareness training and simulated phishing platform that helps manage the ongoing problem of social engineering.• First in line to resolve help-desk tickets.• Work with CSMs and Sales Reps to provide customer support for software issues and technical issue resolution.• Consult with customers regarding the implementation and configuration of KnowBe4’s products to suit the customer’s needs.• Communicate directly with customers to gather necessary details to fully define issues or new requirements.• Work collaboratively with the CSM team to quickly resolve customer issues.• Investigate and document technical issues and communicate trends or patterns to the R&D team.• Monitor the ticketing queue to prioritize, allocate, and ensure the timely resolution of issue reports and change requests.• Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to the design, development, and deployment of KnowBe4 products.• Investigate and document issue reports and communicate findings to the R&D team or clients.• Present technical walk-throughs to customers.• Work with sales reps and CSMs to give demonstrations of the KMSAT console to the customers.• Attend prospect and customer meetings, supporting the sales team as a KMSAT console subject matter expert.• Provide feedback or other information to the Product team to enhance the KMSAT console.• Test and configure KnowBe4’s products and modify them so that they could function in each customer’s unique environment.• Train customers and end-users on how to best use our training platform including the discussion of best practices to fully deploy the training to its employees.

Tasked with troubleshooting and maintaining Philips HealthSuite PlatformProvide support for Citrix, IAM Organizations, and remote network connectivity to various Hospital EquipmentCreate & manage Active Directory accounts and groups to verify proper provisioning for all rolesPerformed routine audits to ensure correct access was givenUtilize Cygwin to create and modify Linux based Applications for various OrganizationsWork with Engineers to create and modify S3 buckets for our various organizations

Responsible for providing in house technical support for various applications and hardware. I am tasked with troubleshooting Windows OS, EMRs, Active Directory accounts and groups, Citrix, laptops, desktop, and thin clients while maintaining excellent customer service whether in person or over the phone. Will also install and setup various applications and hardware to make sure that the employee has everything needed to be successful in their role.

Brandon, Fl

Responsible for servicing all hospitals in the Florida area that have a contract with us. In charge of installing, uninstalling, and repairing fall systems. This can include rekeying, swapping out components on the equipment, or swapping out the whole piece. Also tasked with monitoring and maintaining our cable plant that we install inside of each hospital. This includes trouble shooting our CMTS and Servers along with other various pieces of equipment like our taps and amps that we install as well.

Tampa/St. Petersburg, Florida Area

Responsible for ensuring that any issues customers have are fixed and working as advertised.. In charge of trouble shooting problems with customers WiFi equipment, Cable equipment, and Phone. This required knowledge about Cat 5/6 and RG-6 and RG-11 coax cable. I am tasked with being the face of the company and with ensuring that the customer is happy at the end of the day.

Brandon, Fl

As a manager, I was tasked with making sure all daily operations ran smoothly which included opening and closing batch reports, doing inventory for the kitchen, daily PNL's, and making sure all guests were taken care of and if any issues did arise, I made sure to tend to them quickly and that they left satisfied with their experience. I also was in charge of interviewing and hiring any potential employees for the front and back of the house.

Bachelor Of Science - Bs, Information Technology

Associate Of Arts - Aa, Computer Science