John Patterson Email & Phone Number

South Sioux City, Nebraska, United States

Sioux City, Iowa Area

Sergeant Bluff, Ia

Device Fulfillment and Reclamation / Asset Management (2011 - 2018)- Responsible for PC Asset Management process development/improvement utilizing Verizon's legacy asset management tools and ServiceNow ITSM platform- Direct oversight of device (PC/Mac) acquisition and distribution to all US based New Hire employees/contractors- Process owner of internally developed break/fix whole unit device exchange program.- Developed/maintained automation enabling proactive recovery of reusable devices upon employee/contractor separations, driving cost avoidance through refurbishment and redeploymentOperational Support (2006-2011)- Responsible for maintaining data and generation of Executive Level presentations covering SLA adherence, customer satisfaction scores, key initiatives, and project level reporting for Verizon End User Support (EUS)- Coordination/reporting of ongoing training of EUS technicians ISO9001:2000 (2006-2008)-Educate desktop support employees and management (200+) on the requirements to attain ISO9001:2000 certification. -Work with individual teams to develop documentation supporting their job responsibilities while maintaining the integrity of pre-defined ISO standards.-Prepare individual teams for both internal auditing of processes/procedures and external auditing for annual re-certification.Contract Negotiations (2006-2008)-Work with internal resources to develop comprehensive documentation for potential vendors seeking to provide contracted services on behalf of Verizon.-Scope of work included assisting in the development of Requests for Proposal (RFP's) in conjunction with both Legal and Sourcing teams within the company.

Sergeant Bluff, Ia

- Supervision of a team of desktop/server support technicians (4 in Sgt. Bluff, IA, and 3 in Cedar Rapids, IA). - Executive Management Team member for the Sgt. Bluff, IA MCI (Verizon Business) call center. In this capacity acted as a liaison between the local site and the global Operations support structure/management, ensuring all parties were in sync with local initiatives, national deployments, etc. - Based on application performance trends and trouble tickets identified during the course of business, coordinated daily work activities to be completed by operations technician's acting on behalf of Verizon Business in 3rd party call center locations around the world (USA, Mexico, Argentina, India, Canada, and the Philipines). The results of these were reviewed with 3rd party company management weekly, with a high level of emphasis placed on removing obstacles from these vendors reaching previously established performance metrics.

Sergeant Bluff, Ia

- Lead desktop/server support technician for the Sgt. Bluff, IA MCI call center location.Duties included are as follows... - Working with team members to ensure all trouble tickets opened by customers were corrected within SLA.- Problem/Crisis management when outages (telco, network, application, etc.) would occur.- Hardware and Software desktop/laptop support. Support of multiple operating systems (VMS, NT4, W2K, WinXP, Server2003) across a broad spectrum of hardware types was included in this role.- Managed and performed implementation and ongoing updates to applications to correspond with company objectives.- Coordinate with vendors to ensure updates to servers (hardware and software) occurred outside of normal business hours to maximize system uptime.- In lieu of a local Operations manager, was the liaison between local call center management and global Operations management for the team. Responsible for attending all call center segment staff meetings, communicating the action items from these meetings to co-workers, and ensuring global Operations management was aware of/concurred with decisions being made locally.

Sergeant Bluff, Ia

- Managed a team of technicians (22) responsible for the 24 X 7 X 365 support of the MCI call center in Sgt. Bluff, IA- Worked with internal customers to identify enhancements that would enable them to attain pre-determined performance metrics.- Continuously looked for and identified best practices that could be implemented during the course of desktop support activities, with a high level of emphasis placed on areas that would be the most impactful and beneficial to the internal customers.- Managed through the various aspects of converting over 600 local desktops (and the applications running on them) from OS/2 to NT 4.0 while working to achieve minimal downtime

Sergeant Bluff, Ia

Management of systems technicians providing desktop support on various shifts (daytime, afternoon/evening, overnight).Generated daily duty assignments for the staff.Managed scheduling of technicians, which included analyzing times of the day in which an influx of work requests would occur and coordinating schedules to best handle these situations.As a hands-on supervisor, assisted in daily assignment completion to ensure all aspects of the business were adequately covered, while at the same time sharing best practices with the team members to provide direction on how to complete tasks more efficiently

Sgt. Bluff, Ia

Provided OpenVMS/VAX support for Outbound Telemarketing (Sales) teams based in Sgt. Bluff, IACreated/Deleted user accounts as needed.Research and troubleshooting of systems issues as identified by internal customers.Performed backend (overnight) processing on VAX OpenVMS based systems to ensure accurate fulfillment of new MCI customer orders, while at the same time generating raw data reports for statistical analysis

Education record

Education record