Patrick Justice Email and Phone Number

• Promoted to Manager, September 2022• Manage, coach, and mentor a service desk/help desk team of 8+ technicians dispersed amongst 10 office locations and remotely• Research, identify, and implement a new ITSM platform for firmwide utilization• Hire, recruit, and train service desk staff• Serve as firmwide escalation point for difficult calls or tickets• Project manage multiple office moves, construction, and equipment upfits including audiovisual and desktop hardware budgeting between $100,000 - $1,300,000• Exclusively manage firmwide audio visual vendor and partner relationship• Communicate and coordinate between other technology teams and internal departments• Attend all internal IT leadership meetings and present on behalf of the Service Desk, reporting metrics and making recommendations for continuous improvement• Assist with onboarding of US and international employees by creating documentation and providing training• Responsible for staff performance reviews, conversations, and evaluations• Lead weekly team meetings to discuss workload and outstanding tickets• Create and manage all IT communications for entire organization• Monitor, supervise, and delegate ticket queue across 10 offices utilizing ITSM platform• Identify ticket trends and make recommendations for technology improvements firmwide• Create and maintain on-call schedule for support staff• Exclusively support CEO and executive suite at headquarters in Greenville, SC• Create training and best practice documentation for firmwide and internal IT utilization• Create audio visual system documentation for firmwide utilization

• Promoted to Lead Analyst, October 2020• Led a service desk/help desk team of 8+ technicians, including ticket delegation and escalation• Coordinated technology and asset distribution during COVID-19, ensuring all employees had appropriate technology to work remotely• Hosted over 500 successful events using audiovisual platforms such as Zoom Webinar• Assisted with the implementation of Office 365 firmwide• Served as primary technical writer for entire firm across 10 offices• Communicated firmwide outages, downtime, and updates for entire footprint of organization• Created firmwide training documentation and technical write-ups• Assisted with implementation and maintenance of firmwide IT ticketing software• Conducted and attended meetings with business units to determine technology needs

• Promoted to Senior Analyst, July 2018• Contacted vendors as necessary to escalate trouble tickets• Installed, configured, and maintained Windows and macOS deployments• Performed software updates and maintenance on Windows Server 2003-2022• Implemented macOS devices into a Windows-based enterprise environment• Supported both on premise and cloud-based Exchange/O365 deployments• Assisted with maintenance of large fileservers containing high volumes of privileged data• Assisted with the preservation and production of data for firm litigation matters

• Hired March 2016• Updated machines from Windows 7 to Windows 10• Maintained user accounts via Microsoft Active Directory• Prioritized and worked on multiple service tickets simultaneously, often remotely• Attended a three-day training to assist with the development of a knowledge-base and ITSM platform• Served on an on-call rotation, often working nights and weekends• Completed multiple office and equipment moves• Assisted with support of firmwide document management system

• Supervised up to nine resident assistants in various on-campus residence facilities• Served in an on-call rotation and served as a first responder to emergencies on campus• Maintained Office of Residence Life website• Conducted performance reviews for resident assistants

• Maintained and repaired student, staff, and faculty laptops, iPods, and other equipment• Repaired various workstations including malware removal• Assisted with maintaining a network of machines running Windows XP-Windows 10