Patrick Quam

Experience

Maintained a Device Lab at Microsoft with 400+ active devices, ensuring availability and reliability for developers.
Installed and configured operating systems, software, and drivers for Windows and MacOS development workstations.
Coordinated with engineers and administration to purchase new / replacement hardware.
Performed quarterly inventory audits and reports; included inventory changes, system configurations, utilization, and developer preferences.

Utilized my experience with retail inventory systems by working directly with developers and management to design and implement an inventory management system for the lab (C# / ASP.NET / REACT / TypeScript).
Implemented automatic reporting as a core feature. This prevented lab technicians from manually generating weekly reports, as well as prevented system administrators from manually pulling data required for quarterly audits.
Implemented vital lab administration features such as enabling modifications to existing checkouts and a notification system for lab closures.

Used DISM, SFC, Sysinternals, and other industry tools to diagnose and resolve hardware and software issues in Windows devices. Used proprietary Apple tools to diagnose and resolve hardware and software issues in Mac and iOS devices.
Repaired and installed operating system images, chipset drivers, firmware, and a variety of client applications.
Provided data backup/transfer and configuration services to client devices.
Tracked client devices, service orders, documented notes, and common issues through NOVA (ServiceNow) ticketing system.
Installed hardware and drivers for desktop computer motherboards, CPUs, RAM, GPUs, power supply units, hard drives, batteries, cooling systems, and more. Replaced displays, batteries, cameras, speakers and other main components for apple iOS devices.
Performed virus removals, creation of recovery media, and installation/configuration of common consumer software.

Utilized a deep understanding of consumer electronics’ features, benefits, pricing, and availability to provide technical information in a clear and concise manner to non-technical customers.
Promoted to Mobile Sales Lead (2019) in recognition of exceptional accessory and membership attach rates, revenue, and customer satisfaction performance. Led a team of 6 to rank 5th in the company for mobile sales based on those metrics.
Engaged customers using active listening skills to build complex, connected solutions in a fast-paced, dynamic environment. Ensured customers’ end-to-end needs are met by leveraging all channels including hardware, accessories, connections, content and services.
Partnered with the Store Manager to train and coach mobile sales associates to ensure customer satisfaction and technical proficiency in carrier account management and mobile device activations.
Worked directly with major US carriers to resolve complex issues with customer accounts.

Deployed and maintained Linux servers (Debian) on both physical rack-mount hardware (Dell PowerEdge) and virtual private servers.
Installed and configured operating systems, services, and drivers to support hosted applications and internal testing.
Configured NGINX for secure web hosting, including TLS certificates, firewall rules, and intrusion detection.
Automated routine system maintenance such as certificate renewal using Bash scripts.

Built and configured a dedicated OPNsense firewall/router, including DNS, DHCP, NAT, and security plugins.
Managed DNS A / CNAME records for custom domains.
Deployed Wazuh and Portainer to monitor and log system health and performance of several servers.

Built multiple custom systems using enterprise server hardware to host lab services.
Built and configured a 24TB TRUEnas SCALE storage cluster (configured RAID and ZFS to support NVMe cache and local redundancy).
Performed hardware upgrades, component replacements, and troubleshooting across servers and lab machines.
Replaced capacitors on 2 Nintendo Super Famicom game consoles
Assembled a simple oscilloscope from a kit (surface mount and through-hole soldering)