Patrick R.
Mid-Level Customer Success and Technical Support Specialist
Open to offersNew to PlatformAbout
Why Hire Me? I Help Companies Keep Customers Happy—Even When Technology Doesn't Cooperate.
I’m the person customers call when their VPN fails at 3 a.m. or their SSO breaks minutes before a board meeting. I love those moments—not for the stress, but for the opportunity to turn a crisis into lifelong loyalty. As a Customer Success & Technical Support Professional with 5+ years of experience at companies like Capital One, Stride Health, and Esri, I don't just fix problems; I build systems that prevent them.
Measurable Impact I’ve Delivered:
🎯 95% First-Call Resolution across 800+ monthly incidents by authoring 50+ repeatable runbooks for cloud and identity issues.
🎯 $2M in retained annual revenue via proactive health scoring and strategic account management.
🎯 40% faster onboarding (12 to 7 mins) by automating Salesforce workflows and setup wizards.
🎯 100% SOC 2 audit compliance by orchestrating IT governance reviews and policy libraries.
🎯 $340K in upsell growth using SQL analytics to identify and unlock expansion opportunities.
Technical Depth & Engineering:
Beyond support, I build. I’ve developed Python NLP tools for ticket sentiment analysis to uncover systemic hardware flaws, architected SOC 2-compliant AWS provisioning pipelines using Lambda to cut onboarding from 4 hours to 15 minutes, and led zero-trust endpoint deployments using CrowdStrike Falcon.
My Toolkit:
✔ Platforms: Salesforce Service Cloud, ServiceNow, Gainsight, Zendesk Talk, Jira, Looker.
✔ Cloud/DevOps: AWS (EC2, Lambda, CloudWatch), Terraform, Python, Bash, PowerShell.
✔ Security: IAM, SAML 2.0, MFA, SOC 2, GDPR, CrowdStrike, Microsoft Intune, Active Directory.
The Differentiator:
With dual degrees in Computer Science and Business Administration, I possess a rare blend of skills: I can debug a Python script and present the ROI to C-suite stakeholders in the same conversation.
Let's Connect:
I am seeking a remote Customer Success, Tech Support, or IT Service Management role. Based in Accra, Ghana, with 5+ years of remote experience across U.S. time zones—ready to start immediately.
Experience
Technical Support Specialist
Capital One · 2024 — 2025- Engineered end-to-end customer provisioning workflows in Salesforce Service Cloud, eliminating 22% of data inconsistencies (from 45 to 35 errors/month) and accelerating time-to-value by 3 business days through Python-scripted field validation and customer-facing setup wizards. - Attained 95% first-call resolution across 800+ monthly customer-reported incidents in ServiceNow, reducing escalation volume by 30% by authoring repeatable runbooks for VPN connectivity, DNS propagation, and WAN latency diagnostics. - Launched a self-service help center on GitHub Pages, driving 40% higher employee adoption of SSO and MFA workflows and deflecting 200+ monthly IAM tickets through interactive tutorials and video walkthroughs in Teams.Customer Success Specialist
Stride Health · 2021 — 2023- Redesigned new-member welcome sequences in Salesforce CRM, increasing 30-day activation rates by 40% and shortening setup time from 12 to 7 minutes via in-app tooltips and automated account configuration scripts. - Exceeded annual retention KPIs by 25% (from 80% to 100% net retention), preventing $1.2M in at-risk ARR through Gainsight-driven health scoring, quarterly business reviews, and proactive feature enablement campaigns. - Resolved escalated client calls in Zendesk Talk, reducing mean time to resolution by 35% (5.2 to 3.4 hours) and improving customer satisfaction scores by 12 points through live troubleshooting guides for antivirus whitelisting and firewall rule exceptions.Accounts Manager
Esri · 2020 — 2021- Grew upsell revenue by 22% ($340K annually) in Salesforce Service Cloud, leveraging SQL usage reports and customer health dashboards to identify underutilized licenses and recommend tailored upgrade paths during executive business reviews. - Restructured support tiering model in ServiceNow, improving L1-to-L2 handoff efficiency by 35% and reducing average customer wait time by 12 hours (from 34 to 22 hours) through smart categorization of VPN, firewall, and load-balancer incidents.
Skills & Expertise
Education
- BSc. Computer ScienceUniversity of the People · 2021 — 2025
- BSc. Business AdministrationKwame Nkrumah University of Science and Technology · 2022 — 2025