Patrick Palafox

Experience

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  SoundExchange

  Jun 2009 - Dec 2014

  I was promoted to engage with clients to mediate discussions around system distributed royalties. Performed troubleshooting techniques to resolve issues with payments not distributing. Facilitated training for temporary staff on the utilization of account management software and the escalation of issues. Liaised with clients to enforce new policy and procedures within the claims department. Hand selected to attend visits to record labels in New York to assess client needs and define how SoundExchange could help. Show less

  • Senior Claims Specialist

    Sept 2011 - Dec 2014

  • Account Manager

    Jun 2009 - Sept 2011
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  CoStar Group

  Aug 2015 - Feb 2020

  Leveraging my expertise to administer Avaya phone systems across 5K users spanning 100 offices in the US and Europe. Oversee the administration and configuration of a complex Polycom video conference system supporting 300 meeting spaces. Provide response, investigation, and remediation of incident tickets, services requests, and reported outages. Serve as a support function for both remote and onsite locations troubleshooting projectors, videowalls, televisions, and PCs. Develop and maintain key technical documents, Standard Operating Procedures (SOPs), and work instructions. Deliver support for global webinars deployed to audience of 1K+. My achievements include: Slashed company phone costs by $100K. Key contributor to the establishment of a display board system enabling the billing team to monitor progress while enhancing efficiency. Successfully coordinated large upgrade efforts remotely. Saved 21 hours a year in work through the creation of new employee onboarding templates to automate personalized emails with critical day one information. This process reduced new hire ticket traffic significantly. Show less I was selected to serve as a Subject Matter Expert (SME) in providing comprehensive support in the management of system application issues supporting an employee base of 5K. Delivered incident response utilizing the help-desk ticketing system. Documented issues and solution. Held accountable for creating and maintaining workstation images for Windows 10. Installed, configured, and deployed monitors, keyboards, printers, and disc drives. Provided user technical support with mobile devices and Ping ID VPN issues as well as hardware/software issues related to Active Directory, Microsoft Exchange, VPN and Microsoft Office Suite. Oversaw the creation and administration of Active Directory user accounts.My contributions: Effectively resolved up to 75 support tickets a day. Designed and edited documentation for Internal Jira Service Desk Wiki. Show less

  • Telecommunications/AV Engineer

    Nov 2015 - Feb 2020

  • System Support Specialist

    Aug 2015 - Mar 2016
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  Quadrant Inc.

  Apr 2020 - Jan 2021

  Tier 2 Technician

  Provided premier IT support for senior attorneys at the Department of Justice, ensuring seamless technology operations in high-stakes legal environments.Advised on and implemented video teleconferencing solutions, enabling attorneys to participate in critical legal trials remotely, ensuring the continuity of U.S. defense operations.Supported a remote workforce of 2,500 staff through VMWare-VDI, ensuring consistent performance and productivity.Onboarded new hires, educating them on VDI technology, deploying iPhones and thin clients, and ensuring they were equipped to work efficiently from home.Administered and managed Active Directory accounts on Windows Server 2016, overseeing user access and machine integrations to maintain security and operational integrity. Show less

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  NYU Tandon School of Engineering

  Jan 2021 - May 2023

  Graduate Student

  Projects and AccomplishmentsNetwork SecurityStudied networking protocols such as TCP and UDP, gaining an in-depth understanding oftheir functions and vulnerabilities.Explored the implementation of TLS and the use of certificates to encrypt communicationbetween endpoints.Application SecurityExplored the development of secure software, emphasizing the importance of coding withsecurity in mind.Executed projects focused on enhancing data security, including implementing encryptionat rest using Django.DatabasesLearned about relational databases and applied knowledge to create a web applicationusing PHP and SQL.Developed a web application for managing campers at a camp, including features likeroom booking, capacity monitoring, and emergency contact information.Integrated functionalities to connect campers with their guardians, providing emergencycontact details.Mobile SecurityExplored the mechanics of Android and iPhones, gaining insights into the securityimplications of mobile platforms.Analyzed flaws in applications that can degrade mobile security performance.Investigated the security measures companies employ to ensure the safety of applicationsfor public consumption.Extra Curricular ActivitiesWorked with the winning team of classmates in the RangeForce Battle Fortress contest, a defensiveexercise defending an IT environment from cyberattacks.Selected as an ambassador for the Cyber Fellows program, actively participating in eventsthat assisted students in navigating the program and fostering a supportive community forthe remote cohort pursuing the Master's Degree. Show less

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  Advanced Computer Technologies Inc.

  May 2023 - Nov 2023

  Help Desk Specialist

  Delivered rapid and effective technical support, ensuring a high level of client satisfaction by resolving complex IT issues in a timely manner.Managed a high-volume ticketing system, utilizing tiered troubleshooting techniques and escalating critical issues for swift, strategic resolution.Provided both proactive and reactive IT support, anticipating client needs and delivering solutions that prevented downtime.Documented client environments and operational workflows with precision, creating a knowledge base that enhanced team efficiency.Maintained real-time, detailed tracking of work activities, ensuring accurate reporting and operational transparency.Provided flexible on-site support, adapting quickly to meet diverse client requirements and exceed service expectations. Show less

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  Connecticut GI

  Mar 2024 - now

  Information Technology Field Technician

  Partner with cross-functional teams across 8 locations to provide high-impact IT support and solutions, ensuring seamless technology operations.Lead end-to-end user migration projects, optimizing network transitions and increasing efficiency across multiple departments.Proactively identify and troubleshoot technical challenges, managing day-to-day IT operations and resolving critical issues with minimal downtime.Serve as the subject matter expert (SME) for key IT infrastructure, delivering scalable solutions that support business objectives and improve user experience.Expertise in Information Technology Infrastructure, Citrix, and a range of advanced technologies to drive innovation and operational excellence. Show less