Netfor
Patrick Holz is a seasoned Knowledge Manager at Netfor, Inc. since December 2017, with a career spanning various technical support and management roles. Patrick has effectively managed a team of Technical Writers and advanced the Knowledge Management Department through continuous improvement initiatives. Previous experience includes positions as a Technical Writer and Technical Support Representative, where responsibilities involved creating documentation and evaluating client needs. Prior roles at Express Employment Professionals and the U.S. Census Bureau highlight skills in customer support, training, and data auditing. An entrepreneurial venture and management positions at LEAD Management Consulting, ITT Educational Services, and Stanley Security Solutions further demonstrate Patrick's proficiency in team leadership and process optimization. Educational credentials include a BS in Technical Theatre and Applied Physics from Ball State University and certificates in Project Management and Planning for Technology.
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Netfor
The ART and Science of the Customer Experience is a proven combination of knowledge and understanding to create happy clients. We’ve created an outsourced solution to leverage our know-how toward creating seamless client support while removing the burden of tier one care. Our 24x7x365 offering incorporates collaborative results for your technology needs. With Netfor’s ART and Science methodology, there’s no waiting for a call to be answered and no shortage of brainpower when a challenge hits your network. Our agents work together to address problems quickly – for you and your clients. The bottom line: We respond when you need it the most. Tier One and NOC Services: • Create a standard operating procedure manual (your owner’s manual) for your service desk • U.S. based agents in the heart of the Midwest • 24 x 7 availability, 365 days a year. Use us during business hours and beyond • Dedicated call management system for you and your team(s) • A live person is always addressing your needs, each and every ticket • A sophisticated platform is included in our service – no hidden licensing fees • ITSM and ITIL based • Target 5 percent or less call abandonment rate • 70 percent target call answer time of 20 seconds or less; 85 percent target email response of 2 hours or less • First call resolution target of 70 percent and greater Netfor’s offering is ideal for helping your technology team create a 24/7 support model fast. We shine when the heat is on and the timeline is tight – just like you. We have been recognized as a support leader, drink the ITIL kool-aid and foster a client satisfaction rate of 98.9%. Let’s talk about where our support ends and yours begins and how, together, we can create meaningful customer experiences.