Patrick Martin Email & Phone Number

Long Island, Ny

Woodbury, Ny

Clever Devices designs innovative technology solutions for public transportation. Its software and hardware solutions are an n-tier IoT architecture running over WAN and LAN connecting to both legacy and state-of-the-art systems. Their technology is installed on over one-third of all mass-transit buses in North America. • Implemented a customer-facing SaaS-based ticketing system, led and implemented migration from legacy ticketing system (internal Jira).• Serves as project manager for Support’s technology planning.• Applies ITIL principles of continual improvement to enhance performance of the Support department.• As designated Subject Matter Expert for one of the product lines, participates in developers’ daily stand-up meetings.• Serves as first contact with IT departments of entire customer base.• Escalates issues to Implementation Engineers and Development for progression, tracks and monitors progress on such incidents through resolution.• Performs First- and Second-line troubleshooting and remediation of issues.• Provides overall communication of customer health to internal stakeholders.• Conduct regular reviews of up to 40 such open issues assigned to multiple groups.• Participates in turnover (System Acceptance) to Support, including communication of SLA.

Woodbury, Ny

New York, Ny

AppSense publishes DesktopNow, a complete solution for user policy, user virtualization, application management and performance management. It has over 3000 customers and average annual sales in excess of $100 million. The Technical Services Manager provided support to Platinum customers and leveraged the effforts of Support, Development, Product Management, Professional Services, and Sales to maximize customer value.• Provided white-glove support to Platinum customers, the highest SLA available, who paid a total of over $2 million per year for the service.• Proactively monitored top 250 customers, containing and preventing crises.• With other members of the team, created a weekly bulletin calling attention to key events among the customer base.• Acted as a voice of the customer within AppSense.• Monitored any account with a renewal opportunity greater than $50K in the current year, reviewing the health of the customer’s relationship with support to ensure anticipated $2-3 million dollars in quartery renewal revenue.• Coordinated the efforts of Development, Product Management, Sales, and Support to ensure maximum customer buy-in to the product.• Pro-actively monitored the customer base to align AppSense’s Support with the its business priorities.• Convened unscheduled conference calls for P1 and P2 issues and created and executed action plans for resolution. Escalated incidents both functionally and hierarchically as necessary to resolve.• Executed “MI5” project which analyzed issues supporting high-security customers, and made recommendations to the Director of Support based on those findings.

OS33 published software that used a web interface to setup and control Vmware, Active Directory, Exchange, and Xenapp environments. The Technical Project Manager led the efforts to onboard partners (other MSPs) onto the platform.• Implemented a cloud-based multi-tenanted Managed Service Provider solution from planning through completion. The solution uses a web-based interface and SQL database to manage an AD/Citrix/Exchange environment with over 1400 servers.• Conducted weekly Operations meetings with Sales, Engineering, Support, and Senior Management. • Designed, implemented and maintained company’s support solution using Zendesk.• Instructed partner MSPs on technical requirements and best practices for Active Directory, Exchange, Citrix, SharePoint, and other software.• Diagnosed and mitigated issues with AD, Exchange, and Xenapp.• Used Vsphere/Vcenter to create, delete and manage VMs.• Created documentation for MSPs, company administrators, and end users.• Created network diagrams showing requirements and best practices for routing, firewalls, and proxies.• Planned and coordinated moves of 10-20 server infrastructures between data centers.• Designed and implemented help desk solution using Zendesk, including workflows, escalation points.• Helped define and communicate SLA to partner MSPs.• Participated in on-call rotation for monitoring and escalation of critical issues.• Designed networks with DMZ and firewall access for application servers. • Sought proposals from outside vendors for website penetration testing, coordinating testing of Company’s cloud-based software.

Promisec is a security software company that produced an agentless endpoint management product. The Security Engineer worked with customers to implement and troubleshoot its installation.• Acted as primary support contact for entire North American customer base.• Deployment and support of security and auditing tools, Spectator and INNERspace, a clientless endpoint management solution, for companies ranging in size from 50 to 150,000 endpoints.• Implementation and troubleshooting of SQL, MSDTC services.• Managed in-house network, high-level planning and hands-on implementation: Ethernet, wireless, T1 phone and data, DSL, firewalls, etc. • Setup and multiple AD-tree labs with simulated WAN connections for pre-install testing and benchmarking. • Responsible for issues escalated by other Security Engineers, performing level 3 and 4 support, escalating to R&D when necessary.• Simulated customer environment in a lab setting to predict performance and replicate open issues.• Installed and supported VPN for national and international access.• Organized and conducted conference calls between field techs, customers, and R&D.• Created Project Management solution using Basecamp.

Desktop and server support in a 1200 user Windows domain. Setup and maintain user policy, manage file security on multiple file servers.Responsible for backing up and restoring data on 5 servers using ARCserve. Act as liaison between developers and other areas of IT to determine best solutions for implementation, support, and compliance of various in house applications. Supervised transition of 250 user Mortgage department from HP UNIX to Windows workstations. Configuration and troubleshooting of various off the shelf and specialized applications. Documentation and training for team of 5 technicians to use in troubleshooting. Cross-platform support to 500 Linux/UNIX users. Support for peripherals such as Palm Pilot, Windows CE devices, Blackberry, Goodlink. Designed and built several Remote Access Servers, Citrix servers. Designed server-based systems for client and customer access. Configuration and troubleshooting of VPN clients for WAN connectivity.

Tasked with transition assignments following merger with Bear Stearns. Surveying application requirements and matching capabilities with JP Morgan network.Conducted testing for virtualization of legacy applications to Citrix and VDI environments.Continued all support roles outlined in previous position.

Troubleshooting and supporting PC software in an 8,000 financial services/trading environment. Configuration and troubleshooting of Windows NT version 3.51 and 4.0, including TCP/IP, WINS, DNS, and Client Service for Netware. Conducting technical interviews and training new staff. Working with network administration department as necessary to restore files, add users to cc:Mail database, setup Netware and NT Domain accounts.

Gulf Coast: A Journal of Literature and Fine Art; Supervising all aspects of editing and production of a biannual literary magazine. Scheduling production, obtaining estimates from printers and other vendors.Recruiting staff, organizing meetings, making reports to Executive Board. Creating a budget, writing grant proposals, and administering grants. Acting as liaison between the magazine and the University of Houston.

Teaching two sections of Freshman Composition. Created syllabus and designed course, lectures, assignments, and grading criteria.

Taught Netware Engineer certification. Maintained in-house 25-node 4-server Novell network.

Combination of freelance and full-time work for this publishing company. Oversaw frontlist of two hundred titles per year from estimating to inventory. Supported users on WordPerfect 5.1, Lotus 1-2-3, custom Clipper application estimating system, and mainframe purchase order database. Troubleshoot printing on a NetWare network using Rprinter and Pconsole. Researched new media and book vendors and alternative vendors.

Mfa, Creative Writing

Creative writing

Bachelor'S Degree, English