Patrick Mayer Email & Phone Number

Columbus, Oh, Us

Dallas, Tx, Us

Palo Alto, California, Us

Palo Alto, California, Us

Palo Alto, California, Us

Palo Alto, California, Us

San Jose, California, Us

San Jose, California, Us

Columbus, Ohio, Us

Columbus, Ohio, Us

Current Projects:- Enterprise Mobile Device Management (MDM): Project Lead for the introduction of the first enterprise wide MDM offering at The Ohio State University. Assisted senior leadership with policy creation and guided the technology phase through product demo’s, proof of concept, and purchase. Maintaining service owner/subject matter expert role as this service is deployed University wide.- Endpoint Protection Revamp (Enterprise wide): Project Lead – Working with multiple departments across campus to identify a viable Endpoint Security solution for enterprise use. Establishing a service offering that allows for departmental autonomy, yet still permits enterprise wide consistency and reporting. Project is currently in POC.- Endpoint Encryption Revamp (Enterprise wide): Project Lead – Working with multiple departments to attempt to find a solution that meets the needs of its users and still provides regulatory protection for HIPPA, FERPA, PCI, etc. Much like the Endpoint Protection project, the aim is to provide an enterprise service that allows for departmental IT Staff to have direct control of assigned assets yet still provides enterprise consistency and reporting.- Data Loss Prevention (Enterprise wide): Currently continuing to assist with Data Loss Prevention project on a regular basis. Previous focus centered on troubleshooting and scanner installation/configuration. Current focus has shifted to remediation for OCIO Windows and Linux servers as well as process improvement. - LANDesk: Currently assigned as Technical Lead for LANDesk in an attempt to grow the service and better prepare the offering for future needs. Working on a daily basis with the LANDesk Administrator to ensure that processes are clearly defined and documented, necessary firewall configurations are in place and discovering potential improvements.

Columbus, Ohio, Us

- Assist in Help Desk management, ensuring that all help tickets are resolved in a quick and effecient manner. Routing tickets to appropriate members of the full time staff, or instructing students in how to properly resolve the issues at hand.- Assist in overseeing inventory management and purchase order requests, by ensuring that all inventory is tracked and its current location\users are properly documented. All records are kept in digital and physical formats, backed up with random spot checks.- Assist in AD\LDAP management, ensuring that all new user accounts are built in a timely manner before onboarding and that all position changes are properly reflected in the directory.- Author KB articles to ensure that all processes are properly documented for any changes in staff or emergency situations. This includes (but is not limited to) how to resolve simple help desk issues to setup of advanced password management systems. - Ensure software licensing is in order for all installed applications.- Ensure all mobile platforms are able to access our systems and spearheading MDM soultion rollout.- Other tasks as assigned.

- Manage Corporate escalations in a quick and efficient manner, attempting to resolve issues that Level 1 teams or Level 3 teams have stated are unresolvable or unsupported.- Author KB articles so Level 1 and Level 2 agents have needed support information and know proper troubleshooting steps for all issues.- Manage the office setups for Experienced Advisor Recruits – VIP employees that have been guaranteed dedicated support in transitioning to our company. - Document issues with application deployment and the steps needed to resolve the issues.- Participate in Beta environments and assist in transitioning users from one platform to another, this includes provisioning access, installing applications, changing entitlements and troubleshooting all application issues that arise in transition.- Manage multiple ticketing systems and queues for a wide range of severities and issues, prioritizing issues as needed to make sure the most critical issues are resolved as quickly as possible, while still ensuring that even the minor issues are completely resolved in an acceptable time frame. - Known for outside-the-box troubleshooting and a high first time resolution rate. (94.5%)

- Take inbound phone calls from Field offices for Ameriprise Financial- Quickly create tickets for issues, ensuring proper documentation of what the issue was and the steps I took to resolve the issue.- During tenure as a Level 1 technician was one of two people assigned to a pilot program that handled all PC setups for Ameriprise field offices (last count is approx 20,000 computers). One of four technicians promoted to the Desktop Support team, a team designated to monitor all functions for Ameriprise Field and Home office employees and handle all VP escalations that have not been resolved by normal troubleshooting.

Dallas, Tx, Us

- Accepted into one of 8 technical support centers for AT&T in support of mobile networks and mobile applications.- Trained extensively on Blackberry support and administration.- Monitored networks for national and regional outages.- Received Network Operations access to all systems and towers and was considered a Level 3 Technical Analyst.- During tenure, assisted in resolving issues with nationwide 3G data networks and assisted in training users on billing and ticketing applications.- Assisted in the creation of a Technical Troubleshooter that is still in use to date that assists Level 1 Customer Service reps quickly find and fix issues resulting in less calls transferred and trouble tickets being opened in error.