Patrick Hambek
Denver,CO
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
11
11
years of professional experience
14
14
Certifications
Work History
Escalation Engineer/Tier 3
Mersive Technologies
04.2022 - 02.2023
- Coordinate all customer service escalation activities while focusing on enhancing the overall customer experience through optimizations at each step of the escalation life cycle
- Escalate trouble tickets to software engineering
- QA testing to confirm issues
- Create escalation tickets for software engineering team using JIRA.
- Contributed to the development of internal tools and automation scripts that increased team efficiency and reduced manual effort.
- Analyzed trends in escalations data to identify recurring issues and initiate preventative measures.
- Enhanced customer satisfaction by promptly addressing and resolving escalated technical issues.
- Leveraged root-cause analysis techniques for identifying underlying issues, enabling long-term improvements to product stability.
- Reduced average response time for escalated cases by implementing efficient case management processes.
- Mentored junior engineers, improving their problem-solving abilities and overall productivity.
- Tested new software and hardware prior to deployment.
- Managed an average of 30 open tickets
Technical Account Manager
Zoom Video Communications
10.2020 - 02.2022
- Engaged with a wide range of internal partners and customers to effectively navigate technical requests and escalations while establishing lasting relationships
- Collaborated with the customer account team to support retention levels by converting complex technical concepts into solutions and releases
- Evaluated service improvements and architectural implementations to foster continuous development of new technical features
- Enhanced efficiency by generating a spreadsheet that enabled trouble ticket tracking and highlighted points of concern
- Facilitated in the development of a Technology Acceptance Model and billable structure for enterprise customers
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Collaborated with sales teams for seamless product integration and enhanced customer experience.
- Worked with customers and engineering team to determine equipment needs and system requirements.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
- Presented technical presentations to clients to explain product features and benefits.
- Responded to specific customer requests, including RFP responses and industry-specific solutions.
- Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
- Provided in-depth product training for customers, enhancing their understanding and usage of the technology.
- Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
Resident Engineer III
BT
03.2015 - 09.2020
- Partnered with customers to provide support for all video conferencing endpoints, video bridges, firewall traversal, single sign on, management servers, and AD integration processes
- Communicated with potential customers to deliver presales support and secure new purchases
- Assumed role as manager as necessary, performing interviews for both level two and three positions.
- Mentored junior engineers, fostering a positive work environment and promoting professional development opportunities.
- Communicated with staff teams, creating schedules, and recommending employees for promotions.
- Achieved videoconferencing equipment uptime of 99%.
Converged System Specialist I
Providea
01.2012 - 02.2015
- Connected with new and existing customers to offer presales/post sales support for all video conferencing endpoints, video bridges, management servers, and firewall traversals
- Leveraged Wireshark to read and analyze packet races and equipment logs
- Delivered public presentations to expand awareness and accumulate sales.
- Identified opportunities for process improvements by analyzing user feedback and monitoring key performance metrics closely.
- Enhanced system efficiency by optimizing software configurations and hardware installations.
- Evaluated vendor offerings critically, selecting optimal products that aligned with organizational objectives and budget constraints.
- Leveraged advanced diagnostic tools effectively in troubleshooting complex system issues, minimizing downtime and ensuring optimal system functionality.
- Managed routine maintenance tasks, such as updating software, patching security holes, and replacing outdated hardware components.
- Provided exceptional support services to internal stakeholders by resolving technical issues quickly and accurately.
- Mentored junior team members in best practices for system administration, fostering a supportive learning environment.
- Coordinated seamless system upgrades while minimizing negative impacts on end-users'' experiences or workflow disruptions.
- Troubleshot critical issues swiftly, maintaining a consistently high level of system performance and reliability.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Managed 30 open/closed tickets per week.
Education
Computer Science -
Concordia College
Moorhead, MNSkills
HTML
SQL
JavaScript
Python
Amazon Web Services (AWS)
JIRA
Microsoft Azure
Google Cloud
Microsoft Office Suite
Microsoft Teams
Codian
RMX
Pexip
(Cisco CMS)
MGC
Video Conferencing
TCP/IP
SIP
T1
E1
PRI
BRI
ISDN
Wireshark
Firewalls
Mac OS
Microsoft Windows
Solaris
Unix
Incident Management
Customer Support
Hardware diagnostics
Escalation procedures
ITIL Knowledge
System Administration
Help Desk Support
LAN/WAN
Technical Troubleshooting
Technical Documentation
User Support
VoIP Installation
Desktop support
Hardware Configuration
Computer Diagnostics
Customer Service
User Training
System optimization
Application support
Incoming Call Management
Professionalism
Teamwork and Collaboration
Team Collaboration
Continuous Improvement
Support SOP Writing
Customer Communication and Empathy
Analytical and Methodical
Software Upgrades
Certification
Introduction to Generative AI – Google
Career Experience
- Mersive Technologies, Denver, CO, Escalation Engineer/Tier 3, 2022-01-01, 2023-12-31, Coordinate all customer service escalation activities while focusing on enhancing the overall customer experience through optimizations at each step of the escalation life cycle. Escalate trouble tickets to software engineering. QA testing to confirm issues. Create escalation tickets for software engineering team using JIRA.
- Zoom Video Communications, Denver, CO, Technical Account Manager, 2020-01-01, 2022-12-31, Engaged with a wide range of internal partners and customers to effectively navigate technical requests and escalations while establishing lasting relationships. Collaborated with the customer account team to support retention levels by converting complex technical concepts into solutions and releases. Evaluated service improvements and architectural implementations to foster continuous development of new technical features. Enhanced efficiency by generating a spreadsheet that enabled trouble ticket tracking and highlighted points of concern. Facilitated in the development of a Technology Acceptance Model and billable structure for enterprise customers. Tripled workforce and boosted profitability levels after guiding staff through a month-long program for stabilization.
- BT, Westminster, CO, Resident Engineer III, 2015-01-01, 2020-12-31, Partnered with customers to provide support for all video conferencing endpoints, video bridges, firewall traversal, single sign on, management servers, and AD integration processes. Communicated with potential customers to deliver presales support and secure new purchases. Assumed role as manager as necessary, performing interviews for both level two and three positions.
- Providea, Camarillo, CO, Converged System Specialist I, 2012-01-01, 2015-12-31, Connected with new and existing customers to offer presales/post sales support for all video conferencing endpoints, video bridges, management servers, and firewall traversals. Leveraged Wireshark to read and analyze packet races and equipment logs. Delivered public presentations to expand awareness and accumulate sales.
- BT Conferencing, Westminster, CO, Helpdesk II & III
- Polycom Incorporated, Westminster, CO, Technical Account Representative | Product Support Specialist III
Training
- AWS Solutions – Amazon Web Services
- Python 3 – Code Academy
- JavaScript – Code Academy
- Unix Fundamentals – Sun Microsystems
- Ethical Hacking: Mobile Devices and Platforms – LinkedIn
- Ethical Hacking: Introduction to Ethical Hacking – LinkedIn
- Ethical Hacking: Sniffers – LinkedIn
- Ethical Hacking: Wireless Networks – LinkedIn
- Technical Product Management – LinkedIn
- Customer Success Management Fundamentals – LinkedIn
- Google Cloud Foundations – LinkedIn
- Wireshark Essential Training – LinkedIn
- Project Management Reinvented for Non-Project Managers - LinkedIn
- Managing Your Anxiety While Presenting – LinkedIn
- Getting Things Done – LinkedIn
- Interpersonal Communication – LinkedIn
- Manage Team Collaboration with Microsoft Teams – Microsoft
- AWS Lambda Foundations – Amazon Web Services
- Amazon DocumentDB Service Primer – Amazon Web Services
- Amazon ElastiCache Service Primer – Amazon Web Services
- Amazon Quantum Ledger Database Service Primer – Amazon Web Services
- Introduction to AWS Identity and Access Management – Amazon Web Services
- AWS Cloud Practitioner Essentials – Amazon Web Services
- AWS Database Offerings – Amazon Web Services
- AWS Neptune Service Primer – Amazon Web Services
- Amazon Redshift Service Primer – Amazon Web Services
- Introduction to Amazon Elastic Computer Cloud – Amazon Web Services
- Network Ninja to Cloud Ninja – Amazon Web Services
- AWS Storage Offerings – Amazon Web Services
- AWS Well-Architected Tool – Amazon Web Services
- Google Project Management - Coursera
- LinkedIn Wireshark Essential Training
- Postman Essential Training - LinkedIn
Timeline
Escalation Engineer/Tier 3
Mersive Technologies
04.2022 - 02.2023
Technical Account Manager
Zoom Video Communications
10.2020 - 02.2022
Resident Engineer III
BT
03.2015 - 09.2020
Converged System Specialist I
Providea
01.2012 - 02.2015
Computer Science -
Concordia College