Patrick Dineen Email & Phone Number

Chicago, Illinois, United States

Irving, Texas, Us

Irving, Texas, Us

Primary technical contact for internal teams and clients with revenue totaling tens of millions per year in revenueLeading client facing and internal calls relating to onboarding and integrating JavaScript tags and offline dataMentoring and managing a team of 4 direct reportsTroubleshooting integration issues with clients online and offline data integrations using SQL Developed and worked with cross teams on integration best practices, internal and client facing documentation for REST API real time identification of site visitorsDeveloped processes and tooling for analysis of Google Campaign Manager data allowing for new revenue opportunities

Irving, Texas, Us

Created and managed ETL processes in Pentaho for incoming product catalogs, campaign, and customer dataCreating custom JavaScripts for manipulation and creation of data points used for segmentation and customization of display advertising Central resource to assemble all technical data for accurate and targeted display marketingReimagined new hire training paradigms and created sandbox environment which led in 30% reduction in time in new hire onboarding

Chicago, Illinois, Us

● Managed all operations of a 24/7 Help Desk unit spanning 50+ clients, 8 team supervisors, and 32 analysts working across 5 specialized teams● Directed and coached the careers of 40+ employees by interviewing, hiring and firing, assigning employees to teams, creating schedules, promoting employees, setting salaries, and providing continued training at all levels● Created and maintained quarterly improvement tracks for all supervisors to continue professional development● Reviewed and managed team makeup to protect company revenue by tracking and making significant improvements to SLA’s for clients competing for resources by adjusting call delivery patterns, scheduling, and staffing levels at key times● Demonstrated business unit successes and challenges in monthly presentations to senior management of KPI’s, metrics, SLA performance, and general team strength● Provided input to account management and sales team for contract development based on realistic expectations of help desk performance abilities● Improved client relationships by proactively scheduling meetings and addressing ad-hoc needs to discuss changes, specific and systemic issues, and opportunities for better training● Worked to create and modify reports for internal and client review in Tableau and Excel● Fostered and strengthened relationships with colleagues in Engineering and Managed Services (NOC) departments to improve service for clients that utilized all Keno Kozie services

Chicago, Illinois, Us

● Led variety of teams: small single client, large multi-client, and large single client● Primary liaison between clients IT teams and Keno Kozie analysts● Maintained and organized internal knowledgebase of answers and troubleshooting steps● Improved analysts skills and output by mentoring while on and off support call

Chicago, Illinois, Us

● Provided phone and email support to users from over 50 firms● Created an average 30+ billable tickets per day on questions relating to software, hardware, conference rooms, networking, and etc.

Computer Software Engineering

Bachelor Of Arts (B.A.), Political Science

Political Science And Government