Patrick Pulfer Email & Phone Number

Mountain View, California, Us

Ie

In my spare time I provide custom solutions for small/medium companies to integrate different systems via APIs (middleware). I also do Web based applications or tools by request.Experience: PHP, Python, MySQL, MongoDB, JavaScript, HTML, REST & SOAP API

Palo Alto, California, Us

Palo Alto, Ca, Us

Palo Alto, Ca, Us

I own and am responsible for driving our premier customers’ support experience by:- Providing advice and guidance to ensure successful ongoing consumption and adoption of VMware products.- Acting as a single point of contact for escalations, driving to resolution within Support, Product Engineering and Cloud Operations groups.- Overseeing and directing all operational requests to the proper resources and contact channels.- Coordinating and leading IT support engagement meetings and status updates.- Identifying affected customer environments, communicating, and assisting with the resolution of any VMware Security Advisories.

Palo Alto, Ca, Us

Technical Account Manager division for AirWatch by VMware.Building and maintaining post sales relationships with AirWatch’s largest and most complex customers by ensuring successful AirWatch deployment and adoption. As the trusted advisor for AirWatch, I'm providing advice and mentorship to ensure successful ongoing usage and adoption of AirWatch. Other responsibilities will include:* Roadmap development to ensure customer stays ahead of the curve* Planning and developing creative solutions to customer requirements using AirWatch* Delivering web based training to user groups to support organizational adoption* Undertaking discovery and education activities to find opportunities for AirWatch usage across organizational functions and processes* Functioning as a frontline technical resource for “methodology” and informal customer questions* Engaging with customer & technical support as a customer advocate to ensure speedy resolution of customer issues and with product management as the customer advocate on product roadmap discussions* Maintaining current functional and technical knowledge of AirWatch service* Coordination of AirWatch issue management, escalation and resolution

Palo Alto, Ca, Us

VMware AirWatch is widely recognized as the leading platform for enterprise mobility. Team Lead for Mobile Device Management team Responsibilities:* Ensuring that Service Level Agreement (SLAs) are met* Developing strategies and setting goals * Coaching and mentoring on troubleshooting and customer handling skills* Monitoring team performance and reporting on metrics* Leading by example in: - Assisting clients in resolving complex technical issues by telephone, email or WebEx - Isolating, diagnosing and reproducing issues by setting up internal labs - Creating new knowledge base articles to capture new learnings for reuse throughout the organization. - Regular follow ups with recommendations, updates and action plans for customers - Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues. Previous Roles:* Enterprise Support* Production Support Accreditations gained:* VMware AirWatch Expert Accreditation: Enterprise Mobility* VMware AirWatch Professional Accreditation: Enterprise Mobility* VMware AirWatch Associate Accreditation: Enterprise Mobility Other accomplishments* AirWatch Exhibitor at iWish Cork & Dublin (http://www.iwish.ie/)* AirWatch Exhibitor at Cork Tech Summit 2017 (https://www.itcork.ie/)* Development of internal tools (ex. Device log parser, environment finder)

Palo Alto, Ca, Us

Account Manager for VMware’s vCloud Air Division: Responsible for building long-term strategic relationships to fully understand the client’s cloud vision, strategy, and goals in order to drive revenue and retention.* Primary point of contact for assigned vCloud Air Customers * Collaborate with Sales and Systems Engineers to drive success of Proof of Concept (POC) efforts* Build and manage long-term relationships with customers and cross-functional teams* Lead or participate in time-sensitive projects* Responsible for renewals and hybrid cloud based up-sells* Understand customer’s cloud use case, becoming a trusted advisor in their cloud story* Proactively review customer consumption and billing to help customers optimize their investment* Drive escalated or critical issues by aligning appropriate resources, including professional communication with all stakeholders* Resolve issues relating to the account, billing, and MyVMware portal and thoroughly document issues and resolutions in Salesforce* Learn, develop, and share information or documentation on internal systems and processesCertifications gained:VMware Sales Professional 5VMware Sales Professional - HybridVMware Technical Solutions Professional 5VMware Technical Solutions Professional - HybridVMware Technical Solutions Professional - Desktop as a Service (DaaS)

Irvine, Ca, Us

Multilingual Customer Service Representative Level III supporting German, English, Portuguese and Brazilian markets.Main responsibilities:- Assisting players with issues and inquiries related to our products and customer accounts via a chat-based client, phone and email in three languages. These include: in game issues, billing and technical support.- Performing data entry and order processing functions. - Coaching and helping colleagues to develop their skills/knowledge within the organization. Projects: - Maintaining information and tools hub for colleagues (in form of the website designed by me) - Customer Retention Program (Strategy to rebuild good relationship with customer after negative experience) - Test Pilot for many new processes, projects and tools.

Miami, Fl, Us

ClientLogic (now called SiTel) was outsourcing customer support to Blizzard Entertainment mostly via in-game chat system and e-mails. My focus was primarily on the German and English market but I've also performed other duties according to situational needs.

I was mostly dealing with international customers but also with local investors. I was presenting properties and guided customers through the preparation process until the final sale. As the market was still expanding and the company being relatively new, I've created their website and was constantly changing processes from paper work to digital, including full promotion of the company.

Bachelor Of Science (Hons) In Contemporary Software Development, Information Technology

Diploma In Full Stack Software Development, Computer Programming

Ipma Certified Project Management Diploma, Project Management

Supervisory Management Certificate Cork Etb, Business Administration And Management, General

Customer Service Fetac Level 5, Customer Service Support/Call Center/Teleservice Operation

Information Technology