Open to opportunities

Patrick Parks

@patrickparks

Message

I lead enterprise technical support teams improving customer outcomes and operations.

United States

Message

What I'm looking for

I'm looking to lead and develop technical support teams, strengthen scalable support operations, and partner across engineering and services to improve customer outcomes.

At SAS, I lead 13 Technical Support Engineers, partnering with engineering and services teams to resolve critical customer issues, improve SLA performance, and support revenue-at-risk escalations. I also rebuilt the Technical Enablement Academy and help develop career paths for support professionals.

Previously at Dell Technologies, I managed support teams of up to 20 engineers across Isilon, Data Domain, and Networker, led KCS initiatives, and handled elite customer escalations. I build effective support operations through hiring, mentoring, knowledge creation, and cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineering Manager

Current

SAS

Apr 2021 - Present (5 years 5 months)

Manage a team of 13 Technical Support Engineers, providing coaching, performance management, and career development. Collaborate with engineering and services teams to resolve critical customer issues and drive operational efficiency.

Team Management Coaching Performance Management Career Development Customer Satisfaction Operational Efficiency Executive Reporting Recruitment Technical Enablement Process Improvement

Technical Support Manager

Dell Technologies

Jan 2013 - Mar 2021 (8 years 2 months)

Managed a team of up to 20 Technical Support Engineers supporting Isilon storage products. Led KCS program for Data Domain, established hiring practices, and monitored performance dashboards to ensure KPIs were met.

Team Management Hiring Onboarding Performance Dashboards KPIs CSAT Knowledge Base Troubleshooting Escalation Management Candidate Screening Interviewing

Designated Support Engineer

Dell Technologies

Jan 2009 - Jan 2013 (4 years)

Delivered white-glove technical support as DSE for assigned enterprise customers, serving as primary technical contact. Mentored engineers, participated in on-call rotation, and coordinated bug resolution with engineering.