Patrick Lamb

Experience

• 

  Alexander Forbes

  Oct 2000 - Mar 2001

  Desktop Support Engineer

  Hardware & Software Installations. User Support.Problem Solving.

• 

  Dimension Data

  Mar 2001 - May 2006

  Configuring Networking Devices on the Insite Monitoring Tool. Problem Solving & Troubleshooting. Monitoring Various Client Networks - Including WAN & LAN Devices as well as Servers.Liaising With Clients.Problem Solving.

  • Deployment Engineer

    Feb 2005 - May 2006

  • Network Monitoring Engineer

    Mar 2001 - Feb 2005
• 

  Internet Solutions

  May 2006 - Aug 2015

  Managing a Microsoft Hosted Exchange environment and related services.This includes design, implementation & configuration, administration & maintenance of:Microsoft Exchange Server 2007, 2010 & 2013Active Directory 2003, 2008 & 2012Additional services maintained include:BlackBerry Enterprise Server 5.0SharePoint 2007Lync Server 2013SQL 2005 & 2008 ClustersHyper-V 2008 & 2012Management of the environment using:System Center Operations Manager 2007, 2010 & 2012Microsoft Data Protection Manager 2010 & 2012System Center Virtual Machine Manager 2012WSUSProvisioning of client services using:CloudPortal Services ManagerEnsim Show less

  • Managed Applications Engineer

    Jul 2008 - Aug 2015

  • Systems Engineer

    May 2006 - Jul 2008
• 

  JSE

  Sept 2015 - May 2016

  Senior Infrastructure Systems Administrator (Microsoft)

  Managing the Microsoft infrastructure for the JSE including Active Directory (Windows 2008 R2 & 2012 R2), DNS. DHCP, etc. I also managed the Exchange 2010 environment as well as the ForcePoint Web & Email Gateways.

• 

  Microsoft

  Jun 2016 - now

  As an Advanced Cloud Engineer (ACE) for online support, I drive the M365 support relationship for my assigned customers. This includes closely monitoring and responding to customer questions representing Microsoft and M365 Engineering in these interactions. I am also the voice of the customer and have a strong connection into the various M365 service teams, to identify recurring issues and feature requests to drive product improvements.My responsibilities include:Being responsible for the customer’s support experience with M365 working closely with engineering.Act as a Subject Matter Expert on at least one core workload (SharePoint, Microsoft Endpoint Manager(Intune), Exchange, Skype for Business, Microsoft Teams, Security and Compliance tools) to assist a broad set of customers.Support M365 customers via multiple modalities in a 24x7x365 global support delivery team.Ability to go technically deep across M365 services (at least level 200-300), and actively seek solutions to customer needs and communicate trends to leadership.Improve internal efficiency and customer satisfaction by finding opportunities to optimize existing processes and tools.Build a close working relationship with other engineering teams related to assigned service areas (ie, Messaging, Collaboration, Device Management, Admin), to leverage in case of escalations, as well as to drive product improvements. Show less As a Consultant, I am the technical expert for customer projects and deployments. I both educate and guide customers by delivering workshops and webinars where required, or on a more informal basis as the project progresses. I help customers with their journey to the cloud, and with troubleshooting and problem resolution.Some of the core competencies of the role include:The ability to build relationships and credibility with customers quickly.Ability to create and deliver technical presentations and training. Confidence to hold difficult conversations at all levels of an organization. Ability to build trust to drive change with customers. Ability to learn new technologies quickly through self-learning.Excellent organization and planning skills. The required technical skills for this role are:Design, implementation and management of one of the following; Exchange Server, Skype for Business, Microsoft Teams or SharePoint – my primary focus was Exchange & Exchange Online. Good working knowledge of disaster recovery and high availability. Experience of migrating from previous versions or third-party systems. Experience troubleshooting. Experience with Office 365. Show less As a Premier Field Engineer, I serve as a deep technical adviser to customers and deliver value by supporting and improving the productivity customers receive from using Microsoft Technology focusing on Exchange Server and Office 365. I act as the primary onsite technical contact, providing advisory services and advanced problem resolution. This also includes the services below:Services that promote customer health through Risk Assessments, Health Checks, or other similar offerings. Assisting customers during their most critical issues.Participating in engagements that strengthen customer relationships and IT infrastructure & application effectiveness through dedicated support delivery. Delivering short and time limited engagements focused on a specific need. Providing technical training to help increase customer ability and knowledge, and to address needs. Show less

  • Program Manager

    Mar 2022 - now

  • Service Engineer

    May 2020 - Mar 2022

  • Senior Consultant

    Jan 2019 - May 2020

  • Senior Premier Field Engineer

    Jun 2016 - Dec 2018