Patrick
Schramm
Innovative leader with 20+ years of technical support experience spanning Apple, Ivanti, and MirrorWeb. Currently advancing expertise in Cybersecurity at Arizona State University.
Career Highlights
Team Scaling at Scale
Scaled the support team post-Ivanti acquisition by hiring and training 19 new support engineers within a single year, significantly boosting capacity to handle increased demand and new market integrations.
Acquisition Integration Leadership
Spearheaded the integration of Ivanti and MobileIron's support models, successfully implementing the Product Support Engineer (PSE) model to drive a seamless transition while maintaining high service levels.
Exceptional KPI Performance
Achieved and maintained a 99% Customer Satisfaction (CSAT) score and 100% SLA adherence through effective team management, process optimization, and data-driven operational strategy.
Knowledge-Centered Service
Leveraged KCS principles to optimize support processes across distributed teams, resulting in improved knowledge sharing, reduced onboarding time by an estimated 7 days, and enhanced service quality.
Cross-Functional Escalation Management
Led cross-functional collaboration with Product Management and Engineering to address complex technical escalations, reducing turnaround time and fostering stronger client relationships.
Vendor & Cost Optimization
Implemented an annual vendor utilization and review process evaluating features, pricing, and contract terms, delivering significant annual cost-savings for Call Center Service licensing.
Professional Experience
MirrorWeb
CURRENT- Lead a team of 5 Support Engineers across multiple SaaS products, achieving 100% CSAT and 99% SLA compliance.
- Oversee the Service Desk using Zendesk, driving backlog reduction, workflow optimization, and operational efficiency.
- Analyze and resolve complex technical issues including web crawl performance and product data integrity.
- Collaborate cross-functionally with Product, Sales, Engineering, and Customer Success to improve service delivery.
- Monitor web crawl health and manage incident response to maintain performance standards and minimize downtime.
- Provide strategic reports and operational insights during major product rollouts.
Entrata
- Delivered advanced technical support and root cause analysis to identify patterns and resolve issues via Zendesk.
- Collaborated closely with development teams to troubleshoot and resolve technical issues.
- Identified, documented, and reported issues with data quality, design, and reliability.
YourMembership.com
- Configured new hires in Active Directory by setting up user accounts and access permissions, ensuring a smooth onboarding process.
- Provided Help Desk support to a global workforce of 220+ employees across 5 locations by addressing software-related issues through various communication channels.
- Renewed over 1,000 domains and 200 SSL certificates through GoDaddy, maintaining continued domain security and compliance.
- Set up desktops and notebooks for new hires by configuring and deploying hardware, facilitating efficient onboarding and immediate productivity.
- Dealt with all hardware-related issues involving PCs and servers in the Austin office by diagnosing and resolving technical problems.
DynCorp International
- Managed logistics operations supporting international defense and government services in a high-stakes, on-site environment in Kuwait.
- Applied coaching and mentoring skills to support team performance and mission readiness in a fast-paced operational setting.
Apple Inc.
- Delivered Tier 1 and Tier 2 technical support for Apple hardware and software, resolving complex issues including Mobile Device Management, networking, and SSL troubleshooting using diagnostic tools.
- Updated knowledge base articles and documentation by systematically capturing and organizing troubleshooting information to improve team efficiency.
- Secured a high level of customer satisfaction by consistently delivering reliable support and maintaining a high-quality service standard.
- Mentored junior support staff, establishing a culture of continuous learning and technical excellence on the frontline support team.
Ivanti
- Senior Technical Support Manager (Apr 2023 – Jul 2024): Directed a team of 12 support engineers by implementing efficient daily operations management techniques to achieve 99% SLA compliance and 98% CSAT.
- Collaborated with regional Customer Success teams by prioritizing high-impact POCs and sales-driven escalations for swift resolutions.
- Resolved escalated cases and liaised with Product Management and Engineering teams to address complex escalations, driving timely and effective solutions that enhanced product stability.
- Scheduled regular performance reviews by providing targeted coaching and mentoring to boost team performance and achieve higher employee engagement.
- Support Manager (Feb 2021 – Apr 2023): Recruited 19 Support Engineers within one year through targeted talent acquisition strategies and efficient onboarding processes.
- Implemented the Product Support Engineer model within the newly acquired support team by defining clear roles and responsibilities.
- Initiated and integrated MobileIron’s support model with Ivanti’s existing framework by aligning processes and workflows to maintain a seamless transition and continuity of service quality following the acquisition.
- Led a team of 14 Technical Support Engineers across the U.S. by leveraging effective leadership and supervision techniques to achieve operational excellence and consistent service delivery.
- Expedited escalation processes by demonstrating advanced troubleshooting expertise aimed at resolving complex issues promptly.
- Leveraged Knowledge-Centered Service (KCS) principles to optimize support processes, resulting in improved knowledge sharing.
MobileIron
- Support Manager (Jun 2019 – Feb 2021): Led support operations in Austin, Texas, managing team performance and escalation workflows.
- Team Lead (Jul 2017 – Jun 2019): Headed, mentored, and trained the Technical Support Team by providing ongoing guidance and professional development to enrich team performance and improve efficiency in case resolution.
- Guided Support Engineers in resolving escalated or challenging cases by applying advanced troubleshooting techniques and expertise.
- Collaborated with Product Management, Engineering, and Sales teams to prioritize and address customer-reported defects, ensuring timely resolutions.
- Coordinated with support teams across various geographic regions to align on best practices and improve process consistency.
- Senior Engineer (May 2016 – Jul 2017): Delivered frontline technical support to customers via phone, email, and chat by adhering to established SLA targets, prompting keen resolution of issues.
- Diagnosed and resolved hardware and software issues related to Mobile Device Management, including networking and SSL troubleshooting by employing technical expertise and diagnostic tools for swift issue resolution and maximized system performance.
- Updated knowledge base articles and documentation by systematically capturing and organizing troubleshooting information.
- Secured a high level of customer satisfaction by consistently delivering reliable support and maintaining a high-quality service standard.
Technical Skills
Technical Proficiencies
Leadership & Management
Education & Certifications
Information Technology (Cybersecurity)(BS)
Currently enrolled, Class of 2029. Building advanced expertise in cybersecurity principles, network security, threat analysis, and incident response to complement 18+ years of technical leadership experience.
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 18 years of dynamic experience in technical support and customer success leadership, I thrive at the intersection of technology and customer satisfaction. My career journey, spanning industry giants like Apple Inc. and Ivanti, has equipped me with the skills to tackle complex escalations, lead high-performing teams, and deliver seamless service experiences for global clients."
"I'm passionate about creating innovative solutions that enhance customer success and elevate team performance. Whether driving process improvements, optimizing support operations, or fostering collaboration across diverse technical teams, I'm always focused on achieving results that matter. My expertise in escalations management and Knowledge-Centered Service (KCS) has helped me cultivate teams that are not only responsive but also proactive in delivering unparalleled service."
"At the core of my leadership philosophy is a commitment to continuous growth — both for the organizations I serve and the teams I lead. I am energized by the challenge of transforming challenges into opportunities, streamlining support functions, and driving operational excellence in fast-paced environments. If you're looking for someone who is as passionate about customer success as they are about building scalable, efficient teams, let's connect."
Get in Touch
Patrick is actively seeking new opportunities where he can apply his 18+ years of technical leadership experience alongside his growing cybersecurity expertise. Whether you're looking for a seasoned support leader, an operations strategist, or a cybersecurity-minded executive — let's connect.