Patrick Kelliher Email & Phone Number

San Francisco, Ca

New York, New York, Us

New York, New York, Us

New York, New York, Us

New York, New York, Us

San Francisco, Ca, Us

Fielded incoming Zendesk support tickets, resolving technical questions, software functionality, configuration, service incidents, and other variable conflict issues associated with the Imgix image processing API. Advocated for customers in escalating product enhancement and API related issues to the engineering team, internally taking end-to-end ownership and keeping customers apprised throughout the support lifecycle.● Reduced support ticket time to resolution from 72 to 24 hours aligning support with sales to exceed expected customer service level agreements and roughly a 10% increase in customer satisfaction scores.● Lessened the impact on engineering team resources by diagnosing irregularities and changes with the Imgix API documentation and editing the associated HTML and Markdown files on the Imgix front-end website.

London, Gb

Served as a technical resource and escalation point for the tier 1 support, product marketing, and sales teams spearheaded internal training on technical and product-related issues, evaluating back-end, network, and server related issues via the Linux command line editing Apache, Nginx, Tomcat, PHP, and Docker config files, grepping and sorting associated log files for the entire Opus 2 trial preparation and case management software suite.● Promoted revenue preservation (contract renewals) through client-facing, technical escalation solution development. Replicated these solutions, scaling them for company-wide deployment.● Reduced software roll out redundancy by implemented a quality assurance peer-review procedure to test new features and bug fixes for each software revision update.

San Francisco, Ca, Us

Triaged customer-facing MileIQ mileage tracking mobile application and web-related support inquiries via Zendesk and coordinated with engineering via Jira.● Facilitated a more unified and cohesive support experience resulting in an increase in customer satisfaction scores, establishing support protocols utilizing Zendesk macros to accelerate tier 1 support representative response times by 15%.● Fostered a more collaborative partnership between the support and engineering teams to address customer product enhancement requests, bug-related issues as well as track device, mobile iOS and Android related issues keeping MileIQ customers' needs in constant focus.

Seattle, Washington, Us

Diagnosed and verified partner submitted JSON and XML feeds and chartered the real-time feed campaign for rental listings on the HotPads, Zillow and Trulia rental and housing listing networks.● Developed and managed relationships with key partners and administrators to ensure the early adoption and usage of Zillow network services, coordinating with the fraud and engineering teams to enrich partners listing quality into compliance.● Resolved a critical JSON feed issue from a recent acquisition (Trulia), leading to a 100% correction in data flow. This fix improved over 500 partner feeds, significantly improving the Brokerage user experience while contributing to channel revenues.

● Assisted in the layout, design, look and feel of the Tracker 8 Immigration casework software, using Adobe Acrobat 9 and internal form mapping tools.● Created custom fields to collect form data.● Tested and tabbed forms to verify functionality.

London, Gb

● Assisted IT departments of various size law firms with install of Workshare document comparison software suite, WS Professional, WS Personal, and WS Protect.● Provided technical support for 10,000 enterprise level clients with up to 2,500 users: Pre-deployment pilot testing, packaging and scripting, network rollout & post-deployment issues.● Acted as a liaison between lawyers utilizing the Workshare software suite and the Workshare development engineers.● Utilized VMware Virtual Lab testing network, build-up of virtual work spaces to replicate client environment and issues● Monitored Workshare twitter traffic using TweetDeck.● Provided integration support to Workshare Server clients.● Utilized Salesforce to track and note support calls.● Supported sectors in the legal and professional services industries, including 62% of the Fortune 1000 such as; DLA Piper, Cleary Gottlieb, Baker & McKenzie, Cisco, IBM, Accenture etc…

San Jose, Ca, Us

● Provided both bank and technical support related answers to Merchant/Developer inquiries about VeriSign services, i.e. Payflow Pro and Payflow Link and Merchant account related questions.● Assisted developers and merchants in the integration of the Payflow Pro SDK into a vast array of operating systems and programming languages as well as integration and debug assistance with both the minimum and custom integrations of the HTML based Payflow Link payment service, including pointing out and explaining how to collect posted transaction data via ASP and other server side scripting languages.● Part of a team that fielded 200 emails a day and 13,000 calls per month.● Dealt with tracking and detecting processor specific errors that were causing Merchants the inability to receive funds into their Merchant Bank accounts, such as performing SQL queries, accessing remote server logs via terminal services and corresponding with merchant banks and processing networks to locate and resolve such issues.● Assisted with transitioning VeriSign Payment Service support department into using the Primus knowledge base to more accurately resolve customer support issues on a first call basis. ● Provided the USPS (United States Postal Service) with customer and technical support for the VeriSign Payflow Pro service, this required passing a very involved background check due to strict USPS security policies.

● Provided technical support for TCS’s (Testing Center Supervisors) who were administering FAA, FCC and IT tests, Calling into their servers to troubleshoot and replace lost or missing files via PC Anywhere 32, 4.5 and 5.0 as well as provide over the phone support for PC hardware and software related issues.● Created and maintained dual boot Win98/CATS Dos 6.22 based machines and WinNT4.0 workstation/CATS Dos 6.22 based machines.● Performed in house repairs of both hardware and networking related issues, i.e. formatting and installing new software, printer connectivity issues, swapping and troubleshooting cards, etc…

● Responsible for troubleshooting and repairing WinNT based data information system terminals, printers, communication devices and other related peripherals.● Contacted customers to inform them of billable repairs due to negligence, addressing the invoice and placement of equipment.● On-site technical repair of major account issues, i.e. wiring issues, system failures, hardware repair, etc…

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