Summary
Overview
Work History
Education
Skills
Timeline
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Patrick Vanderstar

Hazlet,NJ

Summary

Skilled Support professional with a track record of optimizing performance and user efficiencies by developing, implementing, maintaining, and troubleshooting Salesforce/enterprise applications. Expert at investigating and resolving complex issues, providing effective solutions with a customer-first approach specializing in driving client satisfaction, enhancing product adoption, and building long-lasting, trust-based relationships Proven ability to mentor and develop team members, aligning individual performance with organizational benchmarks to drive continuous improvement.

Overview

14
14
years of professional experience

Work History

Global Support Team Manager

Commvault Systems Inc
04.2018 - Current
  • Directed operations of a global team supporting over 10,000 enterprise customers, ensuring seamless resolution of post-sales technical inquiries
  • Fostered a results-driven team environment by setting measurable goals, fostering collaboration, and promoting accountability in service delivery
  • Designed and refined operational procedures, integrating technology to enhance efficiency and reduce response times
  • Coordinated daily priorities to ensure timely resolution of critical customer issues, aligning with organizational service standards
  • Provided strategic guidance on customer support trends and pain points to inform business decisions and improve service strategies
  • Spearheaded resolution efforts for escalated and technically complex cases, collaborating with cross-functional teams to meet customer needs
  • Increased customer satisfaction ratings by 23% by implementing targeted team trainings and to strengthen customer relationships, advocating for their success in using company products
  • Conducted one-on-one mentorship sessions to align individual performance with organizational benchmarks and drive continuous improvement
  • Developed and monitored metrics to assess team performance, ensuring alignment with service quality expectations and business objectives
  • Transformed underperforming team of 34 into top achievers within 1 quarter through effective leadership, team building, and individualized approach resulting in 8 consecutive quarters of being #1 in metrics
  • Lead a team of 72 in resolving high-impact issues, achieving a 32% improvement in resolution times by implementing new operational metrics and methodologies
  • Successfully improved customer data recovery by creating and utilizing a multi-focus group 'swat' team, resulting in successful implementations and developing customer trust.

Enterprise Customer Success Manager

Commvault Systems Inc
10.2014 - 04.2018
  • Managed critical escalations and high impact incident response situations serving as the escalation lead for enterprise customers during high-impact incidents, ensuring swift issue resolution to mitigate downtime
  • Diagnosed configuration challenges and usage inefficiencies to reduce recurring technical issues and enhance system performance
  • Conducted quarterly business reviews in collaboration with account teams, delivering strategic insights to strengthen client relationships and drive operational improvements
  • Engaged with stakeholders to revise and implement customer-centric processes that streamlined workflows and elevated support efficiency
  • Directed the coordination of product deployments, managing installations and configurations to meet unique customer requirements
  • Delivered detailed shift status reports to upper management, highlighting progress, key issues, and resolution strategies
  • Revitalized the entire backup environment for NASA's enterprise account, mitigating errors and data loss caused by end-user mistakes, and successfully meeting a critical deadline for sending cargo to the ISS.

Technical Support Engineer

Commvault Systems Inc
02.2013 - 10.2014
  • Managed escalated cases from Tier I support, resolving complex technical challenges to ensure customer satisfaction and system reliability
  • Delivered clear and empathetic communication to de-escalate tense situations with customers in high-pressure recovery scenarios
  • Partnered with development teams to reproduce, document, and address recurring technical issues, enhancing product performance and usability
  • Mentored and trained new Tier I engineers, fostering their technical growth and improving team capabilities
  • Provided specialized expertise on media management issues, acting as a key resource for colleagues and customers across the support team
  • Facilitated regular feedback sessions with development teams to address call drivers, improve processes, and enhance the customer experience
  • Responded to urgent customer needs, maintaining service excellence during time-sensitive system recoveries.

Technical Support Engineer

Commvault Systems Inc
06.2012 - 02.2013
  • Delivered technical assistance to customers and partners, diagnosing and resolving configuration issues through phone and remote support
  • Maintained a professional approach to ensure swift resolution and high levels of customer satisfaction in all interactions
  • Reproduced customer-reported issues in controlled environments to identify root causes and collaborated with development teams for bug fixes
  • Contributed to new product launches and beta programs by providing feedback and supporting early-stage users
  • Documented solutions and troubleshooting processes to improve knowledge sharing and enhance team efficiency.

IT Manager Systems Administrator

st Inc
05.2011 - 06.2012
  • Reconfigured Active Directory environments to improve security group management and enhance system integrity
  • Optimized integrations with hosted Exchange and SharePoint services, streamlining collaboration and communication across the organization
  • Authored and implemented IT policies governing hardware disposal, backup protocols, and cybersecurity standards to ensure compliance
  • Designed and deployed a help desk ticketing system using SharePoint, improving response times and tracking capabilities for IT requests
  • Delivered remote and phone support to over 100 users across Afghanistan, Kuwait, and U.S
  • Military installations, maintaining critical operational uptime
  • Standardized onboarding and offboarding procedures for IT equipment, reducing downtime during employee transitions
  • Oversaw daily administrative tasks, including troubleshooting, dispatch coordination, and installation reporting to maintain service continuity
  • Planned and executed software installations, patch deployments, and data management projects to meet operational needs.

Education

Some College (No Degree) - Information Technology

DeVry University
New Brunswick, NJ

Skills

  • Customer Success
  • Leadership
  • Attention to Detail
  • Creativity
  • Communication
  • Teamwork
  • Conflict Resolution
  • Performance Management
  • Problem Solving
  • Adaptability
  • Work Ethic
  • Time Management

Timeline

Global Support Team Manager

Commvault Systems Inc
04.2018 - Current

Enterprise Customer Success Manager

Commvault Systems Inc
10.2014 - 04.2018

Technical Support Engineer

Commvault Systems Inc
02.2013 - 10.2014

Technical Support Engineer

Commvault Systems Inc
06.2012 - 02.2013

IT Manager Systems Administrator

st Inc
05.2011 - 06.2012

Some College (No Degree) - Information Technology

DeVry University

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Patrick Vanderstar