Looking for product work building things where I can see the impact. Fast-moving teams solving real painpoints. Future-facing work that matters.
DP
Looking for a job
David Patrick
@davepatrick
Product Leader | Agent & Customer-Facing Platforms | Turning Complex Systems Into Tools That Actually Work
United StatesWhat I'm looking for
I started in IT — UNIX instructor, course developer, systems admin, network consultant. Teaching technical concepts to non-technical people became second nature early, and that skill has shaped everything since.
I spent 20+ years at T-Mobile growing from IT Administrator into a Principal CX Manager owning product strategy for platforms used by both frontline agents and customers. A big part of my value is sitting between business and IT and making sure both sides actually understand each other — translating technical constraints into business decisions and business goals into something engineering can build against.
Some examples: drove a platform stability initiative for an enterprise customer portal used by agents and business customers, partnering with IT to identify root causes, prioritize fixes, and deploy changes that reduced customer-impacting errors — then built the escalation tracking system and reporting cadence the team adopted going forward. Redesigned IVR call routing logic that reduced transfers and improved handle time. Led the product side of a Salesforce Service Cloud migration serving 10,000+ agents.
What I'm good at: taking complex, high-stakes platforms and making them work better. Breaking down hard problems so the right people can make the right calls.
Looking for my next Senior or Group Product Manager role at a large company. Open to both individual contributor and people leadership.
Experience
Work history, roles, and key accomplishments
Current
Owned end-to-end delivery for the Account Hub agent micro-app platform, reducing deployment time by 20% and delivering $3.1M in operational savings through streamlined release processes and rigorous UAT. Orchestrated a $78M Salesforce Service Cloud migration with zero post-launch critical incidents and redesigned IVR call routing, cutting transfer rates by 16%.
SE
Systems & Network Consultant
Self-Employed
Jul 2002 - Oct 2003 (1 year 3 months)
Advised SMB clients on system and network architecture, including LAN/WAN design, across mixed Windows, Linux, and VMware environments. Led technical remediation efforts and delivered small-team projects.
IP
Director, UNIX Advanced Training
International Consortium of Technology Professionals
Apr 2001 - Jul 2002 (1 year 3 months)
Managed a team of 11 and oversaw implementation of a $1.5M+ Advanced Sun Lab, leading curriculum development and instructor staffing. Increased CSAT from 56% to 75% and launched 8 new courses and certifications.
Education
Degrees, certifications, and relevant coursework
University of New Mexico
Bachelor's Studies, Evolutionary Anthropology & Secondary Education
Completed bachelor's studies with a focus on Evolutionary Anthropology and Secondary Education.
Central New Mexico Community College
Computer Science Studies, Computer Science
Completed computer science studies at Central New Mexico Community College.
II
International Consortium of Technology Professionals (ICMP)
CBAP: Certified Business Analysis Professional (IIBA), Business Analysis
Earned the CBAP certification for business analysis professional practice.
II
International Consortium of Technology Professionals (ICMP)
Business Analysis Certificate, Business Analysis
Completed training resulting in a Business Analysis Certificate.
University of Colorado
LPIC: Linux Professional Institute Certification, Linux / Systems Administration
Earned LPIC (Linux Professional Institute Certification) for Linux systems competency.
University of Colorado
SCSA: Sun Certified Systems Administrator, Systems Administration
Earned SCSA (Sun Certified Systems Administrator) certification for enterprise systems administration.
II
International Consortium of Technology Professionals (ICMP)
CBAP: Certified Business Analysis Professional, Business Analysis
Earned CBAP: Certified Business Analysis Professional (IIBA) certification through IT professional training.
University of Colorado
LPIC, SCSA, CCNT Certifications, Systems Administration & Networking
Completed certifications including LPIC, SCSA, and CCNT through University of Colorado training.
University of Colorado
CCNT: Convergent Network Technologies Certification, Networking
Earned CCNT (Convergent Network Technologies) certification related to converged networking technologies.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
125k-200k USD
Social media
Job categories
Skills
Agile ScrumSprint PlanningUser StoriesBusiness Use CasesAcceptance CriteriaTest CasesBacklog ManagementSDLCMicrosoft TeamsSharePointMicrosoft 365 Licensing ModelsE 5 ConfigurationsKnowledge ManagementProduct VisionPOC ExecutionPRD AuthorshipNeeds AnalysisWorkflowsKPIsA B TestingStatus ReportingOperational RunbooksOrganizational Change ManagementSecurity ReviewsRisk AssessmentUATRegulatory ComplianceGovernanceIVRSalesforce Service CloudMulti channel MarketingData AnalysisCompetitive AnalysisInstructorLinuxRolloutSalesforceWindowsProofs Of ConceptRunbook & Training Material PreparationCross Functional Team LeadershipRequirements GatheringSolution Architecture
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