Patrick Krepps Email & Phone Number

Irving, Texas

Managed the analysis, definition, and documentation of system and business requirements. Conducted data mining, data modeling, statistical analysis, business requirements gathering, trending and benchmarking. Demonstrated proficiency with Oracle database for developing weekly reports for executive leadership. Maintained frequent interactions with software developers and/or vendors to report deficiencies and request enhancements under time constraints. Fostered positive working relationships with business partners and IT technical resources by employing application and process subject matter expertise.

Irving, Texas

Provided data analytics for high-priority decisions, enterprise initiatives involving IT/product development, customer service improvement, and process re-engineering. Drove design and creation of innovative visual analytics to help aid in the identification of patterns, trends, and anomalies (i.e.: interactive dashboards). Collaboration of cross functional teams for reporting requirements.

Dallas/Fort Worth Area

Managed daily operations of an internal service desk within an international structure with, including, but not limited to: interviewing, disciplinary, scheduling, reporting, coaching and mentoring. Tasks included, but not limited to: create and documented tickets with accuracy in ITSM tool, managing service queues, resolving technical failures in a timely manner, automating application monitoring tools, and providing technical expertise. Created and prepared technical training and process documentation to aid with day-to-day support issues. Scorecard, metric and trend reporting preparation and presentation.

Columbus, Ohio

Managed multiple dedicated teams, within a MSP organization, in the daily operations of a 24x7x365 service desk with 30+ analysts, including, but not limited to: interviewing, disciplinary, scheduling, reporting, coaching and mentoring. Tasks included, but not limited to, managing vendor relationships, daily and monthly SLA delivery, budgeting, trend reporting and deep data analysis. Standardized reporting and implementations for current and new service desk clients. Established new training programs to contribute to continued analyst development skills. Administered client user accounts, groups and roles within the MSP instance of ServiceNow.

Columbus, Ohio

Governed the prominent client of US Oncology/McKesson within the Service Desk. Tasks included, but not limited to: create and documented tickets with accuracy in ITSM tool, managing service queues, resolving technical failures in a timely manner, automating application monitoring tools, and providing technical expertise. Created and prepared technical training and process documentation to aid with day-to-day support issues. Scorecard, metric and trend reporting preparation. Documented action lists of issues for internal and external use.

Columbus, Ohio

Provided advanced application, network and desktop support for an environment of 20,000 end users for US Oncology/McKesson. Handled end-user incidents and service requests through phone, email, and self-service ticket contact methods. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

Columbus, Ohio Area

Responsible for the administration of the client infrastructure at Oberfield's during a transition of company ownership. Provided support for all Microsoft Windows workstations and office peripherals throughout six locations with remote tools and collaborative on-site support. Managed vendor relationships to fulfill the technological needs of the company, and generated all management reports for distribution throughout multiple departments.

Columbus, Ohio

Provided support for remote and on-site users for Progressive Medical Inc. during a deployment of new workstations as part of a company-wide Windows 2003 domain migration.

Columbus, Ohio

Collaborated in gathering project requirements, documented existing state configurations, and participated in technical design as part of our delivery process. Provided mentorship to clients throughout project implementations in order to promote ownership of new environment.

Columbus, Ohio

Responsible for the successful delivery of the classroom environment in order to promote the optimal ILT learning for students. Deployed and managed technical classrooms that encompassed over 80 workstations.

Bs, Computer Information Systems

High School

Activities and Societies: Business Professionals of America, Class President