Patrick Ryan

Experience

• 

  CompuCom

  Oct 1996 - Apr 2011

  • Systems Integration Manager

    Aug 2005 - Apr 2011

  • Project Management Specialist

    Jan 2002 - Aug 2005

  • Systems Integration Analyst

    Mar 1999 - Jan 2002

  • Network Engineer Advanced

    Oct 1997 - Mar 1999

  • Senior Field Engineer

    Oct 1996 - Oct 1997
• 

  Computer Sciences Corporation (CSC)

  May 2011 - Aug 2011

  Operations Manager

  • Led Break/Fix, IMAC, and Refresh Service Delivery for Zurich North America & Farmers Insurance, managing 23,000 seats in North America, achieving a 98% SLA compliance rate.• Directed SLA/KPI compliance efforts, maintaining over 95% adherence and streamlining reconciliation processes to enhance client relationships.• Spearheaded eWP North America Project Management, overseeing staffing, execution, and financials, leading to a 10% improvement in project efficiency.• Optimized service delivery processes, reducing downtime by 15% and improving operational effectiveness. Show less

• 

  Advanced Technology Services (ATS)

  Aug 2011 - May 2019

  • Led the Global Service Desk operations across 8 international service centers, managing a team of 250+ agents and handling over 1.5 million contacts annually, ensuring a high level of customer satisfaction.• Developed and executed a comprehensive Workforce Management strategy, optimizing resources and enhancing call resolution efficiency.• Spearheaded Business Intelligence initiatives, creating advanced reporting systems that improved data-driven decision-making and service response times.• Implemented Knowledge Management processes, leading to a reduction in repeat queries and improved first-contact resolution rates.• Managed Interaction Management protocols, enhancing communication standards and client engagement.• Led Service Quality and Continuous Improvement programs, driving key initiatives that elevated service quality scores. Show less • Managed a 24x7 Technical Operations Center, leading a team of 60+ technical staff in delivering Level 1-3 enterprise support to over 40 clients.• Streamlined support operations, reducing incident resolution time while maintaining high customer satisfaction.• Established robust escalation protocols, improving client issue resolution rates and minimizing downtime.• Led team training initiatives, increasing technical staff proficiency and enhancing overall service quality.• Utilized ITIL best practices to align service delivery with industry standards, ensuring operational consistency. Show less

  • Service Operations Manager - Global Service Desk

    Feb 2013 - May 2019

  • Technical Operations Center Manager

    Aug 2011 - Feb 2013
• 

  DYOPATH

  May 2019 - now

  • Provide leadership and strategic oversight for End-User Services, including the Service Desk, Network Operations Center (NOC), Field Services, Service Operations, and Depot.• Drive the vision and execution of service excellence initiatives across the Service Operations department, aligning with organizational goals and enhancing operational performance.• Lead high-level incident response, service escalations, and continuous improvement efforts to meet and exceed service-level agreements (SLAs).• Partner with executive leadership to align end-user services with business strategies, optimizing efficiency, and delivering superior client experiences.• Oversee a globally distributed team, cultivating talent, and ensuring best-in-class service delivery.• Ensure operational compliance with ITIL standards, SOC2, and other industry benchmarks, promoting governance and operational integrity. Show less • Designed customized IT solutions across DYOPATH’s core services, including Managed IT, Cybersecurity, Cloud Solutions, and Network Services, aligning technology with client business needs.• Collaborated with internal teams to implement scalable solutions, driving operational efficiency and strengthening security postures.• Developed comprehensive architecture frameworks and technology roadmaps, leveraging DYOPATH’s expertise in IT Consulting and Digital Transformation.• Led technical assessments and crafted proposals, supporting clients in making strategic technology decisions that optimized performance and reliability. Show less • Acted as the client advocate for Caterpillar the world’s leading manufacturer of construction & mining equipment, overseeing service delivery to align with business objectives.• Managed end-to-end service processes, enhancing service quality, operational efficiency, and client satisfaction.• Led service improvement initiatives, optimizing workflows and delivering actionable insights through performance monitoring against SLAs and KPIs.• Collaborated with cross-functional teams to resolve escalations and maintain seamless communication. Show less

  • Senior Director - Service Delivery

    May 2023 - now

  • Director - Shared Services

    Jan 2023 - May 2023

  • Solutions Architect

    Mar 2020 - Jan 2023

  • Global Service Delivery Manager

    May 2019 - Mar 2020