Patrick Massie Email & Phone Number

Fort Worth, Texas, United States

Grapevine, Tx

• Coordination of internal and external resources for the successful execution of customer projects at hotels. I led teams to install Guest WiFi, PBX, CCTV and Direct TV installs.• Ensure all my Hotel IT projects are delivered on time and within budget • Assist in the definition of project scope and objectives involving all relevant team members and third-party contractors • Manage changes to the project scope, project schedule and project costs • Report and escalate project issues to management as needed • Establish and maintain relationships with third parties/vendors • Meet with customers to update them on project status and address all questions and/or concerns • Develop comprehensive project plans to be shared with clients and other internal team members • Use and continually develop leadership skills

Dallas, Tx

Las Colinas

I implement changes to ensure a hotel’s success on a variety of projects like new build hotel projects, or projects to adhere to brand standards, or to modernize technology. I serve as the primary point of contact for our clients and vendors throughout the project process. My job tasks include developing detailed project plans to get the project completed on-time and under budget; coordinate between clients, vendors, and resources; communication and follow up effectively and efficiently from project turnover to project completion.• Execute and deliver infrastructure projects and programs in a matrix environment for large/medium sized businesses• Transition hotel users to Office 365 on time, on budget and without disruptions• Use Office 365 migration tools like Skykick or 365 Command• Transfer user’s PST files from old email accounts to new email accounts• Lead internal and external teams to install, configure and activate SMTP servers, key lock systems, phone systems, CAS systems, POS/PMS networks in large hotel environments• Identify and resolve issues, conflicts or challenges that may arise during a project.• Conducts regular status updates with client to provide an understanding of current project status, any challenges or issues and estimated completion.• Utilize tools, systems and processes in place to effectively manage projects, resources and time.• Juggle and prioritize multiple deliverables across multiple projects simultaneously• Maintain and track project financials against budget, and coordinate funding approval• Lead cross-functional teams within the formalized project management methodology• Proactive risk mitigation, scope and change management

Dallas/Fort Worth Area

• Organize File Structure on all customer accounts to defined management standards and insure proper File Structure upon project completion.• Support Sales with the creation and processing of all customer quotes.• Verify that quotes and orders are done accurately and in compliance with corporate standards.• Build relationships in existing and prospective accounts to strengthen the partnership between DCS and the customer. • Coordinate projects with installation, as needed, to insure on time delivery.• Assist in ongoing plans to monitor and maximize resources.• Responsible for complete SOW’s given to Project Managers, Engineering and field techs.• Assist in ongoing plans to monitor and maximize resources.• Work closely with Engineering, as well as Vendors, Production, Shipping and Accounting to ensure customer’s expectations are being met and/or exceeded.• Follow through with customer after project is complete and all is documented per DCS standard operating procedures.

Dallas/Fort Worth Area

I was the single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs. I managed any interactions from the customer order through billing to ensure highest levels of customer satisfaction. I proactively managed the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met. I also promoted revenue growth, retention, and overall customer satisfaction. I served as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management.

Dallas, Tx

.• Work closely with provisioners to generate circuit designs and document on the Interconnection work orders.• Use SAP and Salesforce.com to create Customer Quotes and Service Orders based on the customer’s datacenter needs which includes space, power, connectivity and billing delivery confirmation.• Take lead on all projects that involve datacenter equipment, inventory, documentation, scope of projects, and timelines.• Assist customers with inventory which includes datacenter space, power and connectivity and advise customers on ordering packs of fiber, Ethernet, DS1 and DS3’s packs based on their business needs.• Train customers on how to operate and utilize Telx’ customer portal which involves ordering and disconnecting cross connects, controlling inventory and access lists for facilities.• Liaison between Sales Engineers and customers by advising and guiding them on the best equipment for their datacenter floor plan. This involves determining which cages, cabinets, 2 post racks (relay racks) or 4 post racks.• Coordinate, schedule and facilitate pre-installation calls for new and existing customers.• Use SAP for order creation, inventory and billing delivery confirmation• Utilize Aperture, an Inventory Database for discrepancies/dispute resolution• Conduct quarterly customer portal access updates.• Support customer requests/inquiries as needed according to established Service Level Agreements (from an install delivery perspective)

•Support sales through calls and/or web based presentations to manage product positioning, and strategies.•Support Sales efforts via phone or web based presentations.•Worked with internal departments to ensure customer transactions are processed accurately and efficiently.•Model and streamlined clients’ hosted based solutions to increase efficiency. •Promptly implement technology solutions, and organize hardware installs between the client and the Logistics Department. •Managed the Quality Assurance team to ensure clients are satisfied with Resercom products and services. •Train clients and employees to use online ordering process (RAZ Administrator) software. •Conduct Webinar meetings and trainings to promote Resercom services and educate clients. •Input and organize data from hard copy restaurant menus and transfer it to the client’s online menu.•Established IT applications for restaurants to facilitate real-time communication with customers.•Increased visibility of sales data by creating reporting spreadsheets for restaurant clients. •Ensured excellent customer service by proactively providing customer and technical support. •Managed the life cycle of the sales process from prospecting to closure.

Set up broadband services, assuring customer satisfaction on a daily basis. Data Entry of Voice over IP and broadband orders.Managed customer service events for Allegiance phone and internet services. Monitored and tracked issues via TBS (issue management software). Engineered T1 service through TBS and T1 equipment using the company's database. Kept track of customer orders from creation to installation at the customer's site. Communicated order service status to customers. Tested products for quality assurance. Developed product documentation, including user guides, reference manuals, release notes, testing documents and implementation documents.Consistently met the daily quota of implementing and provisioning new and existing accounts.Demonstrated a strong work ethic in a very busy environment.

Promptly set up customer database systems, and loaded RS6000/AS400 software. Interacted effectively with clients on-site. Installed IBM mainframes, servers, and additional hardware required for each customer's system. Troubleshot and corrected hardware and software on IBM mainframes and servers. Provided software training for customers.Handled important IBM accounts, including; Completed RS/6000 certifications at IBM that required extensive knowledge of the RS6000 series of mainframes and desktops.