Patrick Keller Email & Phone Number

Greater Salt Lake City Area

Greater Salt Lake City Area

Responsibilities: • Assist in the Design and Planning stages of new Client Pre-Sales for Service Management Services • Assessment, Design, Training and Implementation of Client Processes/Procedures • Consulting with Clients on Identifying Opportunities for Implementing Best Practices to maximize ROI • Executive Reporting, Presentation, and Client Interfacing on behalf of Service Management • Managing Operational Execution of Corporate Objectives Achievements: • Retention/Upsell of Troubled $16MM Contract by Restructuring to Industry Best Practices • Identified Hardware and Software Solutions for reduction of > 35% of total Service Desk volume • Utilizing Best in Class Technology for Centralization and Organization of Global Crisis Management • Restructure of Knowledge Management utilizing Best Practices for consistent structure and contentPrior Roles: Apr 2017 - Feb 2018: Major Incident Management Transition Lead (Catholic Health Initiatives, Benjamin Moore) Aug 2014 – Apr 2017: Problem Management (FannieMae, NEC/7-Eleven) Dec 2013 – Aug 2014: Team Supervisor – Incident Management (Microsoft Corporate and Retail) Sep 2012 – Dec 2013: Team Lead – Incident Management (22 Accounts in North America)

Greater Salt Lake City Area

Senior (L3) Hardware and Software Analyst – Site Issue Troubleshooting, Prioritization, and Resolution Tracking eWatch (Incident Management) - L3 Technical Analyst• The eWatch team served as a liaison between Global Customer Service and Product Development, Product Management, and Network Operations support; troubleshooting all reported issues to determine validity, scope, and responsible parties for resolution.Responsibilities:• Site Issue Troubleshooting, Prioritization, and Resolution Tracking • Production Smoke Testing, Quality Analytics, and Roll-out communications• Team Management, Change Process Collaboration and Implementation• Internal Tools’ Access Administration and SOX AuditingAchievements:• Served as Senior Technical Analyst for 10 years, assisting Upper Management in Team Training, Project Management, Knowledge management• Created Internal Tools (ColdFusion, MS Access, MySQL, Oracle) for Streamlining Escalation Communications, Timeline Tracking, and Internal Shift-Change Turnover Reports.

Greater Salt Lake City Area

Internet Sales and Marketing, Website Graphics, and Commerce software development• In the early boom of online shopping carts and online commerce, our company focused on providing this new technology to growing small to medium sized corporations. I personally led the content conversion of company catalogs to their online presence, as well as assisting in the site graphics and code development in HTML, ColdFusion, and SQL.Business Math and Accounting• Managed all Accounts Payables and Receivables using my prior advanced knowledge of QuickBooks Pro

Logan, Utah

Retail Sales Team Manager• I joined the Deanox Group at the age of 19. Though they had already successfully infiltrated the professional market, I was their first retail sales representative for home use. I facilitated growth of their retail presence to a viable portion of company profits and managed the sales floor, market research, pricing, promotions, inventory, and eventually hiring and management of additional sales floor personnel• During my absence (1994-1995), sales on the retail front had declined. I reestablished my prior sales record and further expanded their retail business to requiring relocation to a larger facility with additional employees, and a larger sales floor (which I helped design).

Logan, Utah

Account Acquisition and Internet Marketing• Utilizing prior contacts from and in partnership with Deanox Group, Inc. we began managing their business client’s Internet expansion Business and Personal Computer Training Services• Through further collaboration with the Deanox Group, we also began offering first time Computer Training to small corporations and home PC users. Curriculum included courses in Windows 95 and NT, Microsoft Office, WordPerfect Office, Quicken, QuickBooks and QuickBooks Pro. Our training courses soon became a standard addition to Deanox’s system sales.• Managed all Accounts Payables and Receivables using my knowledge of QuickBooks Pro