Work experience

• Business Product Support Specialist (Meta/Facebook)

  eTeam

  2019.12-2022.01

  (2 years)

  (2 years 2 months) *Primary responsibilities include; assisting internal users with tickets, which require permission requests, looking into various internal tools, investigating thoroughly and making sure issues are resolved or followed up on by the engineering team. *Managing various teams depending on priority of any given project and delegating products/workload amongst the teams I manage in different capacities. *Working with CRM software, such as Salesforce, Zendesk, JIRA, etc. *IT Support for devices and platforms. (mobile, desktops, laptops, apple,android,etc.) *Creating documents that allow for standardized protocols and procedures tobe implemented for newer team members. *Mentoring and training new team members.
• Customer Relations Manager/Program Manager (Google)

  SMCI

  2019.05-2019.11

  (7 months)

  *Primary responsibilities include assisting clients with set up/onboarding of our product, following-up with them and support while they are using it. *Providing product support to clients and users throughout the user journey. *Generating and following up on leads in various regards. *Creating a portfolio of clients maintaining relationships. *Creating FAQs and a knowledge base.
• Customer Relations Manager

  SMCI (Software Management Consultants, Inc.)

  2019.05-2019.11

  (7 months)

  Primary responsibilities include assisting clients with set up/onboarding of our product, following-up with them and support while they are using it. Assisting clients and users from the beginning of the process to during the time they are using it live as well - and even after the fact. Generating and following up on leads in various regards. Creating a portfolio of clients and developing ongoing relationships with them. Product Support for existing clients and any new ones that are onboarded to our product - during times they are not using it, as well as live support. Creating FAQs and a knowledge base to assist others on the team and new hires.
• Senior Analyst

  Tech Mahindra (Google)

  2019.02-2019.03

  (2 months)

  Primary responsibilities include using various internal tools to be the first line of contact to assist customers in diagnosing and resolving their issues with various ad products that are proprietary to Google, or to escalate bugs to engineering for further assistance. Working with a variety of platforms such as Windows, Mac, Android and iOS. Post technical issues and resolutions to various Google sources, which can be accessed by internal and external users as reference. Work with and add to a database of labels/tags and taxonomy. (Edit and update if needed) Manage engineering support forums to address bug issues and technical problems. Networking and improving/ creating excellent connections with the Management team and Engineers. Working on various taxonomy related issues, such as adding/correcting any erroneous entries.
• Pages Lead SME (Meta/Facebook)

  Accenture

  2018.01-2018.11

  (a year)

  *Primary responsibilities include using various internal tools to be the first line of contact to assist customers in diagnosing and resolving their issues with various ad products that are proprietary to Facebook, or to escalate bugs to engineering for further assistance. *Secondary responsibilities included assisting clients with various issues that blocked or limited advertising to spend properly. *Post technical issues and resolutions Facebook to forums, which can be accessed by internal and external users as reference. *Work with and add to a database of labels/tags and taxonomy. *Mentoring and training new team members.
• Product Support Analyst

  Accenture (Facebook/Meta)

  2015.12-2018.11

  (3 years)

  Working with a variety of platforms such as Windows, Mac, Android and iOS. Primary responsibilities include using various internal tools to be the first line of contact to assist customers in diagnosing and resolving their issues with various ad products that are proprietary to Facebook, or to escalate bugs to engineering for further assistance. Secondary responsibilities included assisting clients with various issues that blocked or limited advertising to spend properly. (I would work on Campaigns, Ad Sets, and Adverts to try to solvewhatever issue the client may have) Post technical issues and resolutions Facebook to forums, which can be accessed by internal and external users as reference. Work with and add to a database of labels/tags and taxonomy. (Edit and update if needed) Manage engineering support forums to address bug issues and technical problems. Creating documents that allow for standardized protocols and procedures to be implemented for newer team members. Mentoring one on one for newer team members and teaching in group environments if necessary. Networking and improving/creating excellent connections with the Management team and Engineers.
• Product Support Associate

  Facebook

  2015.12-2018.01

  (2 years)

  (2 years 2 months) I put this as ended because I received a promotion and wanted to create a new listing to reflect my new job title.
• Technical Support Specialist

  ALDELO

  2015.05-2015.11

  (7 months)

  Primary responsibilities include answering phones to assist customers with their Aldelo software. Working on projects as required by management. (Always tech-savvy projects) Writing about processes and solutions to end users in a way they can understand and interpret. Create new knowledge base entries based on efficient solutions for customers. Provide very tailored and intense one on one customer service via the phone, sometimes including, but not limited to; basic troubleshooting, making a database for customers, making a menu for their database, and lots of data management and data entry related tasks using SQL and various other utilities.
• Software Support Technician

  ALDELO

  2015.05-2015.10

  (6 months)

  *Primary responsibilities include answering phones to assist customers with their Aldelo software. *Writing about processes and solutions to end users in a way they can understand and interpret. *Create new knowledge base entries based on efficient solutions for customers.
• Lead Consultant

  Samsung Telecommunications

  2012.03-2015.05

  (3 years)

  (3 years 3 months) Primary responsibilities in this role include but are not limited to providing management and oversight of my staff and day to day functions. Using social media (Facebook, Samsung internal forums), to post solutions and help end users better learn/understand any issues they might have with their Android devices. Develop new techniques, strategies and programs to ensure sales quotas are met or exceeded, as well as additional administrative and technical support related quotas. Contribute to the training and development of staff, ensuring they are capable of succeeding at their job requirements and represent the company in a positive image. Provide intense, sometimes highly complex, technical support through resolution. Advanced troubleshooting of Android devices; a pilot program was launched because of the model for troubleshooting I laid out.
• Samsung Experience Consultant Lead (Manager)

  Samsung Mobile

  2013.03-2015.04

  (2 years)

  (2 years 2 months) *Primary responsibilities in this role include but not limited to providing management and oversight of my staff and day to day functions. *Develop new techniques, strategies and programs to ensure sales quotas are met or exceeded, as well as additional administrative and technical support related quotas. *Contribute to the training and development of staff, ensuring they are capable of succeeding at their job requirements and represent the company in a positive image. *Provide intense, sometimes highly complex, technical support through resolution
• Photo Technician

  Walmart

  2010.02-2011.02

  (a year)

  (1 year 1 month) *Primary duties included assisting customers, processing photos, and helping with various types of storage associated with phones and cameras. *Responsible for the managing my area with little to no supervision, including opening and closing duties. *Ability to tailor the final product according to the needs of the particular customer.
• Sales Representative

  CLEAR Wireless Internet Houston

  2009.02-2010.01

  (a year)
• Loss Prevention Agent

  long's drugs

  2008.04-2009.01

  (10 months)
• Cashier/Photo Technician

  Long’s Drugs

  2005.04-2007.01

  (2 years)

  (1 year 10 months) Activity 公司:05/20/2026, Patrick Harrison added candidate to Xtool 公司:05/20/2026, Patrick Harrison added candidate to 5-8-创客美国技术 公司:05/20/2026, updated candidate from 5-8-创客美国技术