Patrick Reed
Cedar Park,TX
Summary
Detail-Oriented Project Manager/Help Desk Manager Motivate and manage teams to meet or exceed expectations. Superior Help Desk Manager and Project Manager with progressive experience in the Technology and Education. Skilled in both Waterfall and Agile Project Management methodologies. Excellent problem solver and effective communicator that keeps an eye on the big picture while paying close attention on day to day tasks. Skilled in both ZenDesk, SalesForce, and Teamwork Desk.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Controller
PPS Hotshot
Cedar Park, TX
12.2022 - Current
- Planned daily routes for a team of five drivers
- Reconciled weekly expenses and fuel costs of all staff
- Interfaced with multiple team members and vendors insuring proper and correct delivery of materials, tools, and equipment
- Responsible for company internet presence.
Project Coordinator
Colabera
Austin, TX
01.2020 - 12.2022
- Coordinator of several project support functions
- Assisted Project Manager with technical issues
- Created New Product Evaluation process for potential features and processes
- Sent out daily and weekly status reports for a variety of issues
- Organized and ran periodic project meetings while keeping minutes
- Developer of training materials for new projects and processes
- Created a process for providing a streamlined invoicing.
Operations Coordinator
Cynergistek
Austin, TX
01.2018 - 12.2020
- Coordinator of all cyber security projects while maintaining all help support functions
- Ran entire Help Desk for over 200 clients, providing Tech Support as needed
- Managed team conversion from Teamwork Desk to SalesForce for both customer support and account management
- Created and multiple meeting while distributing meeting minutes as needed
- Responsible for all security device shipping and tracking
- Responsible for creating and documenting all Help Desk policies and procedures
- Tracked and documented all Customer Service functions for completed projects
- Coordinated network testing for security assessments for new and existing clients
- Incident response coordinator for all client security breaches and lock down functions
- Software launch liaison responsible for tracking all new software launches from discovery to resolution
- Primary UAT manager for all product launches and upgrades
- This includes: Scenario creation and tracking via Excel
- Issue tracking via Excel
- Periodic meetings
- Tester scheduling via Google Calendar
- Daily status reports via Gmail.
Project Manager
WHITESTONE CIVIL CONSTRUCTION
Cedar Park, TX
01.2014 - 12.2018
- Served as Controller and Project Manager for a leading Central Texas underground utility construction company
- While there I participated in the company growth that amounted to doubling in staff size and net worth
- Responsible for vendor communication and negotiation for upcoming and current projects
- Managed equipment moves and material deliveries on multiple simultaneous job sites
- Scheduled several personnel crews on simultaneous job sites; outlining work schedules and job functions
- Served as company representative and liaison for perspective and current projects; determining project parameters, costs, and timelines
- Responsible for creation and maintenance of company internet presence which included the company website, LinkedIn presence, and mass email
- Created and administered the Whitestone CDL Driver program which included: Planning drivers daily routes and schedules
- Obtaining and maintaining TX DOT and US DOT registration
- Conducting driver background checks
- Logging driver histories
- Managing company drug test consortium membership and testing procedure.
Project Manager
PEARSON EDUCATION
Austin, TX
01.2014 - 12.2014
- Managed government contract related to No Child Left Behind initiative
- Responsible for successful delivery of voluntary field test that encompassed 9 states
- Coordinated recruiting for PARCC Diagnostic Field Test, allowing for successful sample size
- Authored all communications to customer schools and clients, enabling affective notification of ever-changing testing landscape
- Ensured effective budget management by effectively overseeing invoicing for Pearson and served as liaison with PARCC Inc
- Interacted with client daily through phone, email, and SharePoint
- Enabled successful maiden launch by coordinating all participation activities for PARCC Diagnostic Field Test, program involving 500 schools across 10 states
- Coordinated final UAT review for PARCC activities which discovered several 'last-second' bugs that were corrected before production, allowing for smooth deployment
- Managed all customer support activities related to PARCC Diagnostic, application which had deployment and retirement that were incredibly constricted.
Project Manager, Reporting and Analysis
Apple
Austin, TX
01.2011 - 12.2014
- Organized timelines and confirmed deliverables on multiple projects, ensuring reasonable expectations and deadlines were created
- Led multiple meetings relating to project timelines, UAT, core team, and project status
- Gathered and prioritized requirements from core teams for new projects, ensuring best practices were followed and adherence to business roadmaps
- Designed and planned training structure and delivery so that all application users were adequately prepared before launch
- Authored communications to a variety of audiences regarding project scope and status, ensuring that correct message was delivered to the correct audience
- Presented to multiple parties on latest releases, obtaining sign-off on new versions and project status
- Managed development and deployment of multiple internal applications used by entire customer support staff
- Worked on up to 5 projects simultaneously with average budget of $300K
- Projects used both Waterfall and Agile methodologies
- Implemented Agile methodology, serving as Scrum Master on variety of projects for both managers and advisors
- Selected to assist with multiple projects, expediting completion and delivery of applications to production
- Served as liaison between internal customers and developer team.
Help Desk Manager
AC Ops
01.2008 - 12.2011
- Managed internal support for all customer support staff which numbered over 50K with staff of 15 analysts
- Responsible for training, personal evaluation and decisions, as well as forecasting
- Recognized as 1st to establish KPI adherence for Help Desk team, KPI metrics included: AHT, SL, FCR, ASA, and CSAT
- Negotiated SLAs and other key service agreements within and outside of Apple, ensuring proper expectations were set at all levels
- Served as liaison on all P1 issues concerning Help Desk, development and customers, keeping communication up to date and downtime to a minimum
- Generated multiple reports that were presented to AppleCare Business on several levels that generated discussions on future support roadmaps
- Developed all training material for Help Desk, creating continuity of service
- Developed knowledge management repository and sustaining processes, ensuring that 'tribal information' was maintained as team members' transition in and out of group
- Served as representative for Help Desk to other groups within and outside of Apple
- Provided timeline and synopsis of all P1 issues driven by Help Desk that included lessons learned and determination of future practices
- Served as the architect of AC Ops Help Desk Quality Assurance Program; which followed COPC compliance model, ensuring uniformity
- Developed sustaining support plans for several internal applications that ensured quality support for duration of life cycle
- Developed on-boarding strategy for multiple holiday and new product ramp ups, ensuring new employees had necessary tools.
Help Desk Analyst
Apple
Austin, TX
01.2005 - 12.2008
- Led Apple Care Operations Help Desk in statistics and lead analyst activities, team supported over 50K members
- Backfilled for team manager during absence
- Handled several issues daily with: PeopleSoft 8, including Limited Product Warranty, Worker Records, AppleCare Protection Plan, Apple Policy and Procedure, Product Master, and Dispatch / Fulfillment
- SAP including: Warranty Verification, Dispatch Tracking, Agreement and Sales Order Tracking, Additions to the SAP Users Table, New Account Creation, Job Function Approval
- Genesys / Avaya logins, including creation and troubleshooting
- Managed all phone traffic in North America and Europe as part of Network Operation Center
- Served as Subject Matter Expert for multiple internal applications.
Education Support Advisor & Help Desk Specialist
Broward County
01.2004 - 12.2005
- Handled several calls day from end users and provided support, including technical problems, setup issues, product sales, and technical support
- Worked daily on PeopleSoft 8 applications
- Awarded multiple times at team meetings for outstanding service as team's reporting analyst
- Created escalations for review by Support Engineers as needed
- Served as Subject Matter Expert and trainer for Broward County DOE Rollout.
Education
Bachelor of Arts in (BA), Political Science -
California Polytechnic State University - San Luis Obispo, CA
Skills
- Project management
- Program management
- Team management
- Leadership
- Agile
- Requirements Gathering
- Waterfall
- SDLC
- Business Analysis
- User Acceptance Testing
Certification
- Certified Scrum Master
- CDL
Timeline
Controller
PPS Hotshot
12.2022 - Current
Project Coordinator
Colabera
01.2020 - 12.2022
Operations Coordinator
Cynergistek
01.2018 - 12.2020
Project Manager
WHITESTONE CIVIL CONSTRUCTION
01.2014 - 12.2018
Project Manager
PEARSON EDUCATION
01.2014 - 12.2014
Project Manager, Reporting and Analysis
Apple
01.2011 - 12.2014
Help Desk Manager
AC Ops
01.2008 - 12.2011
Help Desk Analyst
Apple
01.2005 - 12.2008
Education Support Advisor & Help Desk Specialist
Broward County
01.2004 - 12.2005
Bachelor of Arts in (BA), Political Science -
California Polytechnic State University - San Luis Obispo, CA