Patrick Kemp Email & Phone Number

Atlanta, Ga, Us

• Provided strategic clients with top level support through all aspects of Manhattan’s SaaS Cloud software implementations beginning with sales, provisioning, deployment, and product support.• Coordinated and managed support activities between Cloud Services and Manhattan professional and customer services organizations during the lifecycle of customer projects.• Led the incident response of customer impacted issues and engaged internal teams to help drive production outages to resolution.• Responsible for Manhattan products and clients hosted in Oracle Cloud Infrastructure. Interfaced with Oracle stakeholders in the management of customer’s server patching activities.• Collaborated with clients to define project objectives, scope, and deliverables, ensuring clear communication and alignment throughout the project lifecycle.• Proactively identified and mitigated project risks, utilizing effective problem-solving skills and stakeholder engagement to ensure successful project outcomes and customer satisfaction.

Palo Alto, Ca, Us

• Act as the single point of contact for the management of key customer and/or partner relationships while working alongside internal teams to ensure overall customer satisfaction on behalf of Global Support Services.• First point of escalation for customers, and collaborated with the Regional Escalation management team, Sales, Professional Services, and Product Management to assign appropriate priority in resolving complex escalations.• Monitor customer’s support requests to identify potential problems and trends, and subsequently make the necessary recommendations to resolve them.• Led support review meetings with customers to triage open incidents and properly outlined the necessary steps to resolve those issues. • Notify customers of new product features and fixes/product enhancements analysis and recommendations.• Facilitate the support onboarding process of new accounts by leading the engagement meetings with customers and other internal stakeholders.• Assist customers with support planning, upgrade and maintenance updates on VMware products.• Reviewed & analyzed customer health trends to proactively identify and resolve issues before a customer escalates.• Gained knowledge as a Subject Matter Expert (SME) in specific products and trained new team members on best practices to ensure customer success.• Reviewed & analyzed customer health trends to proactively identify and resolve issues before a customer escalates.

Atlanta, Ga, Us

• Program Managed the continuous improvements in platform stability, responsiveness, resolution, and communication for strategic customers. Built relationships with customer executive leadership to ensure customer success.• Operated as part of a 24x7 team and acted as escalation contact during critical incidents, providing effective and timely communication to all impacted internal & external stakeholders.• Managed incident resolution of major operational Incidents to restore service as soon as possible to minimize business disruption. Ensured responsiveness and resolution meets or exceeds contracted SLA’s.• Liaised between the business and technology teams by providing timely response and status updates on open issues and upcoming technology or operational changes which may impact the business.• Collaborated with technical teams to create root cause analysis documentation and preventative actions for impacted customers. • Assisted with the planning and coordination of change management and service improvement efforts that are designed to enhance the quality of IT application solutions.• Prepared reporting on application performance and availability, incident ticket analytics and how those measurements reflect against system availability.• Worked with support teams to remediate any technical blockers for development team to enhance products and solutions.

Amsterdam, North Holland, Nl

• Successfully on boarded new clients on SAAS products with minimal internal direction with high adoption rates.• Nurtured an account base worth upwards of 5 Million Dollars.• Interpreted analytic data and provided adoption feedback on new and existing products. • Effectively managed responses to product-related questions and be viewed by customer as expert on use and implementation of supported products.• Managed complex customer requests such as data extracts, mass assignments, lesson archives, etc. into company CRM (Salesforce, Siebel) and ensured timely resolution.• Project Managed and facilitated meetings with customers to evaluate customer use of product, further engage customer with licensed products, and manage customer relationship.• Conducted trainings for end users on products and services to ensure maximum client adoption and workflow.

Portland, Or, Us

• Provided timely resolution of product and accounting related customer support issues• Implemented independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction• Acted as first point of contact for customer training, setup/configuration, and problem solving• Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle• Exercised strong ability to multi-task and work cross-functionally in a dynamic environment

Campbell, Ca, Us

• Responsible for the successful implementation of clients mobile messaging campaigns across all of the U.S. carriers. • Tested content on a wide variety of wireless carriers to assure compliance and reliability on the mBlox platform utilizing proprietary systems and tools (including third party applications)• Managed client certification requests, perform message testing, and checked for compliance• Liaised with clients, account managers, mobile carriers, carrier audit forms and regulatory organizations to ensure that carrier audits are responded to in a timely fashion.

Orem, Utah, Us

• Implemented and maintain client infrastructures in support of AccessData Products (MPE+, AD Enterprise, Silent Runner, and FTK/ECA)• Communicated with different client organizations both internally and externally to meet needs of supporting and maintaining AccessData Commercial Products.• Troubleshoot complex AccessData software applications utilizing diagnostic skills related to software and hardware setup, database management, data analysis, and operating system configuration of AccessData or third party products.• Provide pre- and post-sales support to domestic and international key accounts and new clients through remote implementation, troubleshooting and maintenance of AccessData commercial products.• Provide superior customer service through effective communication, responsive follow-through, and advocacy for client issues within internal departments.

Ogden, Utah, Us

• Trained management and retail staff on current and upcoming LG mobile products.• Collected data from each store visit about competitive offering from other manufactures.• Responsible for a large territory of stores to schedule trainings and conduct product demo days.• Manage sales success and inhibitors in the region and gained commitments for training to promote sales.• Coordinated all aspects of LG’s in-store presence. This involves coverage modeling, coordinating resource support in the market, relationship building and event planning.

Dallas, Tx, Us

Responsible for promoting wireless and wire-line services for AT&T. Knowledgeable of mobile operation systems, cellular services and cutting edge technology to help drive sales and control inventory. Successfully meets sales objectives and strong knowledge of new wireless products and promotions, pricing plans, services features, accessories, while maintaining current knowledge of the latest products and services to meet customer needs such as Wi-Fi, and TV entertainment.Maintain communications with Store Manager and provide feedback of any local competing offers, products and service needs inquiries from customers. Provide excellent and courteous customer service, educating customers through product demonstrations to help them understand their needs. Assisted in daily operational aspects of maintaining a retail store.