Patrick Vescio Email & Phone Number

New York, United States

New York City Metropolitan Area

Troy, Ny

Examine current knowledge management practices both internal and external to our organization, with an eye on getting our client experiences captured by the support organization and sharing those experiences with our client base to allow for more effective self service. Work closely with the Global Director of Support to ensure best practices are deployed at all levels and geographies within the support organization. Continue to examine industry standards, namely the Knowledge Centered Service (KCS) guidelines to ensure our support practices continue to meet the demands of our internal and external clients.

Troy, Ny

Manage a cross functional team of both on-premise and remote employees to support Pitney Bowes Software clients across our wide breadth of software offerings. My teams have been responsible for supporting products in all 3 lines of business - Customer Engagement Solutions, Customer Information Management, and Location Intelligence. These products include the Spectrum Technology Platform, EngageOne Communications Suite, MapInfo Professional, Code-1 Plus, MailStream Plus, and Encom Discover. The focus of our support strategy is to provide high client satisfaction experiences by driving case resolution with responsive and accountable regional product experts. In my time as a Manager, we've driven best in class client satisfaction with great employee engagement scores.Along with being responsible for Support, I am informally referred to as the Knowledge Base SME for all of PB Software Support, taking on the role of leading PB WWSS knowledge management practices and development across our global teams.

Troy, Ny

As a team lead, I was responsible for designing and launching a software support program for Pitney Bowes' Volly product. I was to adapt the existing processes and procedures from Pitney Bowes World Wide Software Support group to fit a B2B and B2C support structure. While in this role, I was responsible for developing a set of knowledge management practices that aligned with Knowledge Centered Support and deliver these practices on the knowledge base platform my team and I designed in SalesForce.com. The knowledge base was to be implemented across all of PB WWSS as well as Volly Support.

As a Software Support and Senior Software Support Analyst, I was responsible for supporting our MapInfo Professional, Encom Discover, MapMarker, and Vertical Mapper client base. In this role, I was expected to field client phone calls and emails to help address not only software break/fix type issues, but also provide consultative how to support to help our clients be successful.

In my role with Dolphin Technology and ITT, I was responsible for providing training, enablement, and support to state and local law enforcement agencies in all aspects of electronic crime, digital forensics, and new technologies. In this role, I performed analysis of a variety of digital forensics tools to document the efficacy of these technologies so that law enforcement was understanding of the capabilities of these tools and could utilize them in their investigations more confidently. I also attended many Electronic Crime Task Force meetings, hosted by the United States Secret Service (USSS), to collaborate with Federal, State and Local law enforcement, as well as other private and public entities, on hot button advancements and concerns in the field of technology and white collar crime. I was also tasked with providing support to the Miami field office of the Secret Service during the first presidential debate in 2004 between John Kerry and George bush. In this role, I helped the USSS to secure and monitor the wireless network during the debate, in collaboration with the United States Air Force Research Laboratory.

Master Of Business Administration (Mba), Business/Commerce, General

Bachelor Of Science - Economic Crime Investigation, Economic Crime Investigation - Focus In Computer Security