Professional Summary
Patrick Schramm is an innovative and accomplished Technical Support Leader with over 20 years of experience leading global SaaS support operations, escalations management, and customer success functions across Fortune 500 and high-growth technology companies. He has a proven track record of scaling teams, optimizing service delivery, and driving enterprise migrations through data-driven strategy and cross-functional collaboration.
Currently enrolled in the B.S. Information Technology (Cybersecurity) program at Arizona State University (Class of 2029), Patrick is strategically expanding his expertise to bridge the gap between technical support leadership and cybersecurity operations — positioning himself as a uniquely qualified candidate for roles that demand both operational excellence and security awareness.
His expertise spans strategic escalation management, Knowledge-Centered Service (KCS) implementation, IT infrastructure oversight, and the development of high-performing distributed teams. He is adept at partnering with Product and Engineering to reduce friction across the customer journey while maintaining exceptional SLA and CSAT metrics.
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 trained 19 new support engineers within one year following the Ivanti acquisition of MobileIron, significantly boosting capacity and enabling seamless market integration.
Spearheaded the integration of Ivanti and MobileIron's support models by implementing the Product Support Engineer (PSE) model, maintaining high service levels throughout the transition.
Consistently maintained 99% CSAT scores and 100% SLA adherence across multiple roles through effective team management, process optimization, and data-driven operational strategy.
Developed comprehensive training programs covering technical skills and customer communication strategies, improving team efficiency and reducing new hire onboarding time by an estimated 7 days.
Led cross-functional collaboration with Product Management and Engineering to address complex technical escalations, reducing turnaround time and strengthening client relationships.
Implemented an annual vendor utilization and review process evaluating features, pricing, and contract terms, resulting in increased SLA accountability and significant annual cost-savings for Call Center Service licensing.
Professional Experience
- 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.
- 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.
- 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.
- 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.
- Led support operations in Austin, Texas, managing team performance and escalation workflows.
- 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.
- 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.
- 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.
- 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.
- 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.
Technical Skills
Education
Value Proposition
Patrick Schramm represents a rare combination of deep technical support leadership and emerging cybersecurity expertise. His 20+ year career demonstrates a consistent ability to build, scale, and optimize high-performing teams in complex, fast-moving enterprise environments — while maintaining exceptional customer satisfaction and operational metrics.
Organizations seeking a leader who can bridge the gap between technical operations and security-conscious service delivery will find in Patrick a proven executive who understands both the human and technical dimensions of enterprise support. His current cybersecurity studies at ASU signal a deliberate, forward-looking career evolution that makes him an asset in any technology-driven organization.
Open to New Opportunities
Patrick is actively exploring leadership roles in technical support, cybersecurity operations, and customer success. Reach out to discuss how his expertise can benefit your organization.