Patrick Paige Email & Phone Number

Herndon, Va, Us

Herndon, Va, Us

Reston, Virginia

 Management of global secure network support organization Interface with government organizations to design, integrate and improve service assurance activities globally Establish team, processes and procedures in support of global secure network and associated products Develop and implement processes, work flows and training for Incident, Request, Change and Configuration Management. Team leader for design, integration and transition of new ITSM and NMS systems (Solar Winds, Entuity, Remedy) System Administrator responsibilities for Remedy, Entuity, Web Help Desk, Solar Winds, Customer provided ITSM) Established standard SLAs, KPIs, reporting and operational procedures

Washington D.C. Metro Area

Chantilly,, Va

 Presided over support organization serving customers with multiple services including but not limited to voice (Cisco UC), video conferencing (Videxio), data center management, and network management. Authored standard service level agreement (SLA) for all managed service offerings Initiated the development and implementation of key performance indicators (KPIs)  Management of all Service Select Support Teams to include Warranty, Telehealth, IT As A Service (ITAAS) and Managed Services Instrumental in the creation of service levels and service level descriptions collateral Provided oversite to pricing tools and level of effort calculations

Houston, Texas Area

 Supervision of global network support teams in various locations around the world Orchestration of key network operations involving change and request management, service assurance, service delivery, and service transition Facilitation of operational efficiency evaluation of all work groups as well as process and procedure for improvement; and response to requests for proposals, information, and contract modifications Heavy engagement in the creation and execution of key performance indicators (KPIs) Full responsibility in directing project teams with the selection and deployment of new trouble ticketing system, customer portal, and network managements systems Provision of extensive training to customer support teams globally and other employees on certain topics Formulation and implementation of organizational-level goal/strategy, while handling and allocating departmental budget Drafting of Incident Management Program for global customer support Reconstruction of internal and external customer communication program and standards Establishment of Global Call Center network and call triage; along with Global follow the sun ticket management processes

Houston, Texas Area

 Achievement of significant increase in efficiency of the Customer Support Team and attainment of customer satisfaction by conceptualizing innovative solutions Continuous improvement of KPIs while ensuring alignment with the upper management’s objectives by driving management team efforts Compliance with standardized fault, change, and incident management practices through the implementation of departmental policies and procedures Fostering of strong business partnerships with various regional network operation centers teams in a global arena to guarantee coordination and cohesiveness on fault management and customer support Arrangement, assessment, and provision of insights on associated budget segments for technologies and resources under span of control Close interface with other managers in conceptualizing and introducing an innovative staffing model to achieve organizational growth Acceleration of fault isolation times by the support teams, while monitoring core and end-user connectivity through in-depth review and execution of tools

Houston, Texas Area

 Impartment of sound recommendations to improve the quality of service for customers Collaboration with cross-functional teams to design and implement work processes and policies, ensuring streamlined operations Fulfillment of role as point of contact on all technical escalations within the Regional Network Operations Center. Active involvement on process development and improvement Execution of network performance monitoring; network problems and outages troubleshooting; upgrades scheduling; and system integration network architects collaboration Attainment of outstanding results by initiating incident management

Lafayette, Louisiana Area

 Systematic processing of inbound and outbound help desk calls and email requests, while providing advanced tier 2 network analysis on Stratos Broadband Infrastructure Formulation and initiation of system maintenance and upgrades Assessment of new equipment installations to identify their acceptability for use Development of procedures in maintaining and troubleshooting of multiple technologies and networks including VSAT, Microwave, Routers, Switches, and Multiplexers

Lafayette, Louisiana Area

Solutions Engineer; Land Based Radio, Paging SytstemsContracting Specialist

Supported and Engineered a variety of telecommunication systems including but not limited to Air Traffic Control Communication Systems (Flight recorders, RAU, Radios, Landlines etc...)Land Mobile Radio, HF Radio Systems, Switching and Control Systems.Also spent several years as the Land Mobile Radio contract Manager for USAF, Kanto Region, Tokyo, JapanUS Forces Japan, Frequency Manager, Yokota ABS, Japan

Communications Technology

Communications Technology

Japanese

Ground Radio Communications