Mark Patterson

Experience

• 

  NetGain Technologies, LLC

  Jul 2009 - now

  · Manage 3 internal Remote Engineering teams responsible for supporting end-user/desktops, servers, network, hardware, and software for customers across many business verticals. · Managed dispatch team responsible for all onsite service scheduling as well as product/license tracking.· Create/Update/Maintain workflows and processes for the entire Remote Engineering team to optimize efficiency and maintain client satisfaction· Built a new remote engineering team for handling password reset calls. Designed position to work with existing team workflow, structured team, documented processes, and manage the team once built.· Perform call/ticket audits for Remote Engineering team to ensure proper workflow, processes, and procedures were followed. Provided direct feedback/coaching for improvement for maintaining consistent 98%> client satisfaction scores.· Measured and reported Key Performance Indicators across the team to ensure timely response for services provided to clients at or above SLAs· Performed interviews for Remote Engineers and assisted with interviews for other positions· Followed up on all Remote Engineer surveys that were scored below 100%. Took corrective actions to ensure expectations were set for future service requests.· Provided technical leadership and support/direction for Remote Engineers· Monitored call queues daily to ensure calls were handled in a timely manner.· Completed performance evaluations and worked with employees on Personal Investment Plans for continued growth of employees within the company.· Provided direct input on building custom front-end application to optimize information accessibility and workflow efficiency for Remote Engineering team.· Reviewed client documentation following implemented projects to ensure documentation was kept up-to-date.· Created training budget for Remote Engineering Team Show less · Handle escalated tickets from T1 and T2 that were not able to be resolved. · Work on issues reserved for T3 including Firewall, Switches, Routers, VMware, Permission Changes.· Supervision over my team of engineers including ensuring phone calls were taken, tickets were handled in a timely manner, correct and efficient troubleshooting steps were taken. · Handled client satisfaction issues· Ensured all changes in client configurations/documentation were kept up-to-date.· Performed technical training for other engineers on good troubleshooting practices and technology-specific training. Show less · Review, prioritize, and assign all emailed in Helpdesk requests. · Field inbound Helpdesk phone calls from clients, respond to email support requests. Issues encountered included email, printers, client/server OS, client-specific software, networking, ISP issues, basic Web Filter and Spam Filter. · Provide vendor management for 3rd party software as required, keeping ownership of the issue through to resolution· Emphasis in customer service and communication while resolving issues· Log detailed notes throughout troubleshooting process on each ticket, as well as creating/updating documentation on a per-client basis for faster resolution on future calls Show less

  • Senior Remote Systems Engineering Manager

    Jan 2016 - now

  • Remote Systems Engineer T3/Team Lead

    Jan 2011 - Jan 2016

  • Remote Systems Engineer

    Jul 2009 - Jan 2011