Patrick
Schramm
20+ years of experience in technical support, team leadership, and IT operations across enterprise SaaS, defense, and consumer tech. Currently pursuing a B.S. in Cybersecurity at Arizona State University.
Career Highlights
Team Growth After Acquisition
After the Ivanti acquisition of MobileIron, hired and onboarded 19 support engineers within one year to meet increased demand. Structured the onboarding process to get new hires productive quickly and reduce ramp-up time.
Post-Acquisition Integration Support
Helped align MobileIron's support workflows with Ivanti's existing framework after the acquisition. Worked with team leads to define roles under the Product Support Engineer model and maintain consistent service delivery during the transition.
Consistent KPI Performance
Maintained a 99% CSAT score and 100% SLA adherence across a distributed team of 12 support engineers through regular performance check-ins, workload monitoring, and escalation triage.
Knowledge-Centered Service
Introduced KCS practices to a distributed support team, resulting in more consistent documentation, faster resolution of recurring issues, and a shorter onboarding curve for new engineers.
Cross-Team Escalation Coordination
Coordinated with Product Management and Engineering to route and resolve complex customer escalations. Served as the point of contact between support and internal teams to keep resolution timelines on track.
Vendor Review Process
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
MirrorWeb
CURRENT- 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.
Entrata
- 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.
Ivanti
- Senior Technical Support Manager (Apr 2023 – Jul 2024): 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.
- Support Manager (Feb 2021 – Apr 2023): 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.
MobileIron
- Support Manager (Jun 2019 – Feb 2021): Led day-to-day support operations in Austin, managing ticket queues, escalation routing, and team performance tracking.
- Team Lead (Jul 2017 – Jun 2019): 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.
- Senior Engineer (May 2016 – Jul 2017): 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.
YourMembership.com
- 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.
DynCorp International
- 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.
Apple Inc.
- 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
Technical Proficiencies
Leadership & Management
Education & Certifications
Information Technology (Cybersecurity)(BS)
Currently enrolled, Class of 2029. Coursework covers cybersecurity fundamentals, network security, and IT systems management — building on a career foundation in enterprise technical support and IT operations.
Network Specialist
Specialized training in network infrastructure, protocols, and administration — forming the technical foundation for a career in enterprise IT support.
Information Center Specialist
Comprehensive training in information systems management, IT service delivery, and technical support operations.
Professional Profile
"With over 20 years of experience in technical support and customer success, I've built my career at the intersection of technology and people. Working across companies like Apple, MobileIron, Ivanti, and MirrorWeb has given me a broad perspective on what it takes to run a support team well — from handling day-to-day ticket volume to navigating complex escalations and organizational changes like acquisitions."
"I care about building teams that are consistent, well-organized, and genuinely helpful to customers. That means clear processes, good documentation, and regular coaching — not just reacting to problems as they come up."
"I'm currently studying Cybersecurity at Arizona State University, which is helping me develop a stronger technical foundation and think more proactively about the security side of IT operations. If you're looking for someone with a steady track record in support management and a practical approach to operations, I'd be glad to connect."
Currently Open To
Patrick is actively exploring new opportunities in the following areas. He brings 20+ years of hands-on experience and is ready to contribute from day one.
Technical Support Manager
Leading support teams in SaaS, enterprise software, or IT environments. Experienced managing distributed teams of 5–20 engineers with a focus on SLA adherence and customer satisfaction.
IT Operations Manager
Overseeing IT service delivery, help desk operations, and infrastructure support. Comfortable with Active Directory, hardware deployment, and multi-site environments.
Customer Success Manager
Managing post-sale customer relationships, onboarding, and retention for B2B software products. Strong background in escalation handling and cross-functional collaboration.
Escalation / Senior Support Engineer
Handling complex, high-priority technical cases requiring deep product knowledge and cross-team coordination. Skilled in MDM, networking, SSL/TLS, and SaaS platform troubleshooting.
Cybersecurity Analyst (Entry/Junior)
Transitioning into cybersecurity with foundational coursework in progress at ASU. Interested in roles that leverage existing IT operations experience alongside emerging security skills.
Knowledge Management / KCS Lead
Building and maintaining knowledge base systems for support organizations. Experienced implementing KCS practices that reduce resolution time and improve team consistency.
Get in Touch
Patrick is actively exploring new opportunities in technical support leadership, IT operations, and cybersecurity. If you're looking for a dependable, process-oriented manager with a strong track record in team development and service delivery, reach out directly.