Patrick Weusten Email & Phone Number

Kirkland, Wa, Us

Bellevue, Washington, United States

Delivering group and individual instruction and training covering a range of technical, operational, and/or management areas.Utilizing vendor materials that meet instructional objectives.Developing or recommending supplemental training materials.Preparing or revising training approaches that include a variety of learning methods including individual or group instruction, demonstrations, practice activities, classroom games, and learner assessments in live or virtual environments.Selecting or developing training aids including handbooks, demonstration models, visual aids, tutorials, and other reference materials.Assisting with training department administrative functions as assigned.Contributing to learner effectiveness strategy and implementation.Contributing to instructor delivery effectiveness process. Consistently demonstrating consultative approach within Blueprint and with Blueprint clients.

Seattle, Washington, United States

Deeply understand platform policy and translate into training material, ensure the training material is up to date, deliver training and mentoring programs to the team.Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.Identify and develop individualized and group training plans to address varying needs. Effectively communicate updates and developments with team members, trainers and management. Produce statistical reports and insights on quality performance, able to identify improvement plans, including SOP and scripts.Be responsible for the initial SOP setup, system and process test to meet the launch readiness requirements when business expands to new countries.

Greater Seattle Area

Provide summary reports on analysis results on individual technicians as needed.Conduct monthly trend analyses on high areas of peer-to-peer feedback in order to identify coaching opportunities, tech training aptitude and comprehension, and provide recommendations to stakeholders.Act as a SME within the Quality TeamCoordinate and lead inter/intra team calibration sessions.Gather and assess quality assurance and control metrics for team projects and performance.Be the main point of contact to work directly with support teams by line of business.Disseminate information to Quality Team and ensure quality metrics and review items are adjusted accordingly.Coach and train new hired Quality Analysts.Propose and implement new process documentation.

Greater Seattle Area

Conduct support ticket reviews, collect data, and perform analysis to identify root causes of ticket handling inefficiencies.Partner with the client and internal teams to drive escalation reduction and improve user experience.Create proposals for content, processes, and tools to mitigate or eliminate escalations.Provide summary reports of analysis results on individual support agents, lines of business, or ticket subcategories as needed.Coordinate with the Learning & Development team to improve the support agents' reference material and overall learning experience.

Greater Seattle Area

Resolved highly complex escalated tickets for a large gaming company in Bellevue.Trained and coached newly hired support agents as team SME.Partnered with leadership team to ensure agent's growth and development in role.

Redmond, Washington

Identified, isolated, and documented Windows and Xbox application bugs in Team Foundation Server.Ran QA tests, verified fixes, spotted grammar and language mistakes in proprietary test suite.Verified that bugs were fixed and implemented appropriately by communicating with translators and other testers.

Geleen, Netherlands

Consulted with local business owners to design, build and maintain websites.Implemented search engine optimization.Installed e-commerce features to websites to enable online sales.Configured new hardware, installed and updated software packages.Ensured functioning of all systems.Created and maintained computer networks.Diagnosed technical issues to determine needed hardware and software changes.Disassembled systems as needed to make repairs.

Lobith, Netherlands

Established and maintained 3 company websites.Built inventory management system containing 300+ aquarium plants that linked to online purchasing system displaying current inventory.Processed incoming orders from web store covering 4 countries.

Antwerp Area, Belgium

Prepared and delivered training sessions in 10 countries to cover all company, client, and country regulations.Monitored loading and unloading operations in various West-European ports.Conducted new and off-lease vehicle inspections.

Rotterdam Area, Netherlands

Performed pre-delivery vehicle inspections to ensure proper delivery of incoming Chrysler, Dodge, and Jeep vehicles.Prepared all billing and accounting charged back to automakers.

Computer Science

Precision Mechanics