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Patrick Conmy
Lake Forest, CA 92630
[email protected]
Home: 949-581-5736 Cell: 949-439-5965
Proven Service Management Leader with 20 years of experience in domestic and international markets spanning medical and software industries. Consistently achieved outstanding customer satisfaction rankings while incorporating efficiency improvements contributing to the bottom line. Respected builder and leader of customer-focused teams; represents voice of the customer throughout organization driving for continued improvement in products and service. Cross-Functional Leader; successful track record of working cross-departmentally to institute positive change
Areas of Expertise
Project Management Customer Satisfaction Problem Resolution Training Customer Relationship Management Project Management Strategic Planning Quality Metrics Leadership Team Building Process Oriented Support Innovations
Professional Experience
SafeNet — Irvine, CA
Director Global Technical Support, 5/05 to 01/12 Director Customer Quality, 4/04 to 5/05 (SafeNet acquired Rainbow Technologies in March 2004)
04/04 to 01/12
Lead global service staff of 60 support engineers and managers spanning 9 locations. Provide pre-sales and post-sales support for $100 million annual Rights Management Business. Develop global strategy for all Rights Management Products. Identify and implement quality initiatives to positively impact customer experience. sustainable processes targeted at improving both product and process.
Develop
Successfully led the support organization’s integration related to acquisition of company contributing $120 million to annual corporate revenue. Consolidated and integrated all support systems and teams…Resulted in seamless customer transition with sustaining high satisfaction ratings and a reduced cost per incident of 40% Instrumental in establishing Service Operations Department for the support of newly developed cloud (SaaS) product infrastructure. Established interaction and escalation processes between Service Operations and Support Teams. Developed a global staffing strategy to improve the continuity of the organization…Resulted in improved worldwide coverage while reducing India support team attrition by 20%. Implemented numerous programs and quality metrics designed to enhance the customer experience…Resulted in a 30% improvement in closure rates while maintaining a customer satisfaction rating of 95%. Developed certification program providing structured learning environment for organization…Resulted in a standard assessment mechanism across global team and reduced ramp up time for new hires by 25%. Established service program with Engineering to provide routine software releases…Resulted in a 13% reduction in overall incident durations with a 10% decrease in prolonged incidents.
Established product life cycle process with cross-functional global team…Resulted in documented process and consistent handling of product development from inception through to end of life Instituted routine conferences with department leaders to establish project priorities…Resulted in 20% reduction in average bug fix times with no impact on development schedule
Rainbow Technologies. — Irvine, CA
Senior Manager Technical Support AMER & APAC, 3/02 to 4/04 Manager Technical Support, 1/01 to 3/02
1/01 to 4/04
Manage service staff responsible for supporting approximately 6,000 customers across North America, South America, and the Pacific Rim. Develop strategies for service delivery and ensure sufficient training is provided to customers, partners and global support team.
Launched on-line customer portal providing direct access to self-help aids…Initiated satisfaction surveys and proactive customer communications…Combined efforts resulted in a 35% reduction in support volume and overall satisfaction rating of 95%. Established and managed support center in India to provide direct customer support to APAC region…Resulted in real-time support to APAC customers and 25% reduction in US team support load. Formed Professional Services Group to provide integration and customization support to global customer base. Resulted in 7% increase to the $790K annual service revenue. Led support organization’s effort in ISO 9001 planning…Adjusted and documented process to meet ISO requirements…Resulted in company ISO 9001:2000 certification.
Toshiba America Medical Systems — Tustin, CA
Services Product Manager, 2/00 to 1/01 Manager National Technical Support, 3/94 to 2/00 Senior Product Specialist, 7/86 to 3/94
7/86 to 1/01
Develop strategy for successful introduction of new X-ray and Vascular products into US markets including support services and maintenance processes. Lead team of 12 technical specialists and instructors in support North American field service organization. Manage planning and development of product training curriculum and training schedule. Provide on-site and remote assistance to field service team. Communicate with vendors and offshore engineering on equipment performance, calibration and interface issues. Spearheaded cross-functional project to standardize the introduction of products…Resulted in documented, consistent process that received executive approval. new
Established formal call center providing advanced level support to field service staff. Resulted in increased coverage hours while reducing travel expenses by 10%. Instituted training process improvements to enhance the training experience while reducing costs…Resulted in improved curriculum and a 35% reduction in capital equipment costs. Developed vascular system performance testing protocol…Resulted in standardized methods for benchmarking imaging systems…Received President’s Award for success of program.
Education
B.S. Business Information Systems A.S. Electrical Technology University of Phoenix – Fountain Valley, CA Erie Community College, Buffalo, NY 2001 1985