Patrick Lawlor

Background

About Patrick Lawlor

Enterprise Support Specialist | SaaS & AI Support Expert | Passionate about Responsible Tech 8+ years in technical support across cloud and AI tools, including Dropbox and AWS. Resolved 14K+ enterprise tickets with 99% CSAT. Experienced in mentoring global teams, launching AI support systems, and collaborating cross-functionally on complex escalations. Currently exploring mission-driven opportunities in AI that combine compassion, curiosity, and real-world impact. What I Bring Technical Agility & Problem Solving From SQL and advanced Excel macros to Python-powered automation, I dive into data and code to diagnose root causes, collaborate with engineering teams, and deliver fixes that stick—achieving industry-leading CSAT scores year after year. Multimedia & UX Enablement I translate technical concepts into engaging materials: video tutorials (Premiere Pro), interactive slide decks, and 3D visuals (3ds Max/Blender), ensuring users and stakeholders quickly adopt new features with confidence. Enterprise-Grade Support & Relationship Building At Dropbox, I manage high-stakes escalations, maintain SLAs across global accounts, and serve as a trusted advisor to C-suite sponsors and IT leadership—fostering long-term partnerships and uncovering expansion opportunities. Product Launch & Training Leadership I’ve led dozens of onboarding programs and readiness workshops for major feature rollouts, aligning product, marketing, and customer success teams to deliver smooth transitions and rapid time-to-value. Career Highlights Spearheaded the automation of quarterly reporting processes, reducing manual effort by 75% and empowering executives with real-time metrics. Designed and delivered a multimedia “playbook” for global launch of Dropbox Spaces, increasing adoption by 40% in the first six months. Partnered with engineering to triage and resolve over 200 critical bugs during high-visibility releases, maintaining our 4.9/5 support rating. Negotiated complex enterprise contracts and upsells totalling over $2 million ARR through consultative solution design. Why I Stand Out I thrive in fast-paced environments where cross-functional teamwork and creative thinking solve real business challenges. My blend of back-end savvy, data analysis, and customer-first mindset ensures every technical project not only works flawlessly but also delights end users. Let’s connect if you’re looking for a hands-on leader who can bridge strategy and execution, elevate your support operations, and drive measurable success in your next SaaS initiative.