Patrick Drew Email & Phone Number

Greenwood, Mo, Us

Kansas City, Mo, Us

Allentown, Pennsylvania, Us

In this current role, I oversee the transition from Footprint to BMC Remedy, ensuring seamless project execution. I lead the Clevertouch project, managing 1864 installations while ensuring timeliness and budget control. It is me who directs the modernization of network infrastructure across 94 schools, involving updating wiring, network equipment, and UPS units. Furthermore, I coordinate the transition to a 24x7 Service Desk, establishing round-the-clock IT support.My achievements are as follows:• Finished Clevertouch project 2 months ahead of schedule, realizing cost savings of $380K.• Kept modernization project on track, attaining 61% completion rate by stipulated deadline.

Ambler, Pennsylvania, Us

As a part of this job role, I managed end-user support services across 14 sites in 3 countries, catering to over 4000 onshore and nearshore employees. I successfully managed the resolution of an average of 500-600 incident requests monthly, maintaining an effective incident management system. Moreover, I orchestrated the resolution of Tier 1-2 tickets, averaging between 500-600 requests/incidents per month.My accomplishments within this role are following:• Led a team of 20 EUS technicians, providing stellar end-user support across multi-site operations.• Upheld service standards, meeting Service Level Agreement commitments 96.5% of the time, demonstrating proficiency in managing SLAs.

Bloomington, Minnesota, Us

During my time here, I facilitated ServiceNow practice across multiple stages, from presales to engineering. I engaged with the team through coaching and mentorship, fostering skill development across various roles. One of my key tasks was to administer and accurately deliver traditional Professional Services business measurements such as utilization and instigating proactive actions for future attainment. Additionally, I acted as Subject Matter Expert on ServiceNow best practices, advising customers, employees, and partners.My notable outcomes for this role include:• Drove continuous improvements in business methodology and service offerings, leveraging field experiences and emerging needs.• Identified areas for ServiceNow process enhancements, proposed comprehensive solutions, detailing pros, cons, and risks.• Ensured high-quality project outcomes and delivered substantial value to customers.• Led thought in Communities of Excellence for specialization, contributing actively to continual enhancement of ServiceNow practice business processes.

Irvine, Ca, Us

In this role, I led end-to-end service delivery for 147 sites across 16 countries, supporting over 106,000 global employees. I oversaw a team of 5 directors and 88 employees responsible for diverse areas, including 24x7x365 Global Service Desk, Incident, Change, Problem, and Release Management, among others. It is worth mentioning that I directed operations involving ticket handling, severity incident management, change record processing, and business continuity planning. I also implemented Configuration Management Database (CMDB) strategy, emphasizing automatic discovery. Alongside that, I ensured all actions complied with PCI, HIPAA, and ITIL guidelines. Supported desktop, network, dialer, and telecom technicians with troubleshooting and problem resolution.Below listed are some of my achievements within this role:• Maintained service level commitments through close collaboration with department leaders, focusing on problem resolution, performance measurement, and continuous improvement.• Executed enterprise-wide initiatives for the improvement of distributed computing infrastructure, including OS migrations and implementation of enterprise systems management tools.• Redefined reporting direction to effectively categorize severity 1 incident, ensuring timely documentation of action items, change calendars, problem trends, and uptime reporting.• Developed and maintained site-specific documentation for local applications and business continuity, enhancing operational stability.

Bs, Telecommunications Mgmt.

Education record