Professional Summary
Patrick Schramm is a technical support manager with over 20 years of experience in IT support, team leadership, and SaaS operations. He has worked across enterprise software, consumer technology, and government services environments — building and managing support teams, improving operational processes, and maintaining strong customer satisfaction metrics.
Currently enrolled in the B.S. Information Technology (Cybersecurity) program at Arizona State University (Class of 2029), Patrick is adding formal security training to a career grounded in hands-on technical problem-solving and people management.
His background covers escalation management, KCS implementation, IT infrastructure, and team development across distributed environments. He works closely with Product and Engineering to keep resolution timelines on track and maintain consistent service quality.
Core Competencies
Strategic Operations
- Technical Support Leadership
- Escalation Management
- SLA & KPI Management
- Process Optimization
- Service Delivery Improvement
People & Culture
- Team Building & Mentorship
- Performance Management
- Talent Acquisition
- Onboarding Programs
- Cross-Functional Collaboration
Technical Expertise
- IT Infrastructure Management
- Mobile Device Management
- Knowledge-Centered Service
- Cloud SaaS Platforms
- Incident & Problem Management
Key Career Achievements
Hired and onboarded 19 support engineers within one year following the Ivanti acquisition of MobileIron, building out team capacity to handle increased volume and get new hires productive quickly.
Helped align MobileIron's support workflows with Ivanti's existing framework. Worked with team leads to define roles under the Product Support Engineer model and maintain consistent service delivery during the transition.
Maintained 99% CSAT and 100% SLA adherence across a distributed team of 12 support engineers through regular performance check-ins, workload monitoring, and escalation triage.
Introduced Knowledge-Centered Service practices to a distributed support team, resulting in more consistent documentation, faster resolution of recurring issues, and a shorter onboarding curve for new engineers.
Coordinated with Product Management and Engineering to route and resolve complex customer escalations, serving as the point of contact between support and internal teams to keep resolution timelines on track.
Established an annual review process for support tooling vendors, evaluating contract terms, feature usage, and pricing. The review identified cost-saving opportunities in call center service licensing.
Professional Experience
- Manage a team of 5 Support Engineers across multiple SaaS products, consistently meeting 100% CSAT and 99% SLA targets.
- Oversee the support queue in Zendesk, prioritizing tickets, reducing backlog, and improving response consistency.
- Troubleshoot complex technical issues including web crawl performance, data integrity, and product configuration problems.
- Work cross-functionally with Product, Engineering, Sales, and Customer Success to resolve escalations and communicate service updates.
- Monitor web crawl health and coordinate incident response to minimize customer impact during outages.
- Prepare operational reports and contribute support perspective during product rollouts and release planning.
- Provided advanced technical support and root cause analysis for complex software issues using Zendesk.
- Worked directly with development teams to reproduce, document, and escalate software defects.
- Identified and reported recurring issues related to data quality and system reliability to improve product stability.
- Managed a team of 12 support engineers, maintaining 99% SLA compliance and 98% CSAT through structured daily operations and regular performance reviews.
- Partnered with regional Customer Success teams to triage and prioritize high-impact escalations for key accounts and active sales opportunities.
- Acted as the escalation point between the support team and Product/Engineering, helping route complex issues to the right internal stakeholders and keep resolution timelines on track.
- Conducted regular one-on-ones and coaching sessions to support individual development and maintain team engagement.
- Hired and onboarded 19 support engineers within one year following the MobileIron acquisition, building out team capacity to handle increased volume.
- Introduced the Product Support Engineer role structure to clarify responsibilities and improve accountability within the newly combined team.
- Coordinated the alignment of MobileIron's support processes with Ivanti's existing workflows to maintain service continuity during the transition period.
- Managed a distributed team of 14 engineers across the U.S., conducting regular check-ins and handling escalation triage.
- Applied KCS principles to improve documentation practices and reduce time spent on recurring issues.
- Led day-to-day support operations in Austin, managing ticket queues, escalation routing, and team performance tracking.
- Led and mentored a technical support team, providing regular guidance on case handling, troubleshooting approaches, and professional development.
- Helped engineers work through escalated or complex cases by reviewing the issue together and identifying the right resolution path.
- Worked with Product Management, Engineering, and Sales to surface and prioritize customer-reported defects.
- Coordinated with support teams in other regions to share best practices and keep processes consistent.
- Delivered Tier 1 and Tier 2 technical support via phone, email, and chat, meeting established SLA targets.
- Diagnosed and resolved hardware and software issues related to Mobile Device Management, including networking and SSL/TLS configuration problems.
- Maintained and updated knowledge base articles to capture troubleshooting steps and reduce repeat escalations.
- Consistently received positive customer feedback for clear communication and reliable follow-through.
- Set up and managed user accounts and access permissions in Active Directory for new hires across a 220+ person global workforce.
- Provided Help Desk support across 5 office locations, handling software issues via phone, email, and ticketing systems.
- Managed the renewal of 1,000+ domains and 200+ SSL certificates annually through GoDaddy, keeping domain security and compliance current.
- Configured and deployed desktops and laptops for new employees, reducing setup time and getting staff operational quickly.
- Handled hardware troubleshooting for PCs and servers in the Austin office, diagnosing and resolving issues with minimal downtime.
- Supported logistics operations for defense and government services in Kuwait, coordinating supply chain tasks in a fast-paced, on-site environment.
- Assisted with team coordination and mentoring in a high-pressure operational setting with strict mission timelines.
- Provided Tier 1 and Tier 2 technical support for Apple hardware and software, handling issues ranging from basic troubleshooting to Mobile Device Management, networking, and SSL configuration.
- Maintained and updated internal knowledge base articles, capturing troubleshooting steps to help the team resolve recurring issues more efficiently.
- Delivered consistent, high-quality support that contributed to strong customer satisfaction scores.
- Informally mentored newer support staff by sharing troubleshooting techniques and helping them work through difficult cases.
Technical Skills
Education
Value Proposition
Patrick brings a combination of frontline technical experience and team management skills developed over two decades across varied industries. He is reliable, process-oriented, and effective at building team structure — particularly in environments going through change, such as acquisitions or rapid growth.
His current cybersecurity studies at ASU reflect a deliberate effort to expand his technical foundation and stay current in an evolving industry. He is well-suited for roles in technical support management, IT operations, or customer success where consistency, team development, and cross-functional coordination are valued.
Open to New Opportunities
Patrick is actively exploring new opportunities in technical support management, IT operations, and cybersecurity. If you're looking for a dependable, process-oriented professional with a strong track record in team development and service delivery, reach out directly.