Patrick Osterman Email & Phone Number

Fort White, Fl, Us

Jacksonville, Florida Area

Design Dashboards using Excel, Cognos, Tableau, and QlikSense that integrate seamlessly with SQL databases. Represent organization on multiple incident/problem governance and enterprise committees, while ensuring all processes and metrics adhere to established standards. Deliver summary performance metrics, analyses, and recommended actions to executives and senior management, while driving performance improvement. Guide team to implement comprehensive Tableau dashboard solutions.Key Accomplishments: • Enhanced speed and reduced resource usage by innovating automation for daily, weekly, and monthly presentations using Excel/PowerPoint. • Provided exceptional support to Personal Banking and Wealth Businesses with 1K+ data points/targets. Supervise Excel, Tableau, and QlikSense developers employing software development life cycle by leading team of Officers tasked with generating performance metrics and analyses for Executive scorecards.

Jacksonville, Florida Area

Developed management reports and metrics using Cognos, Excel, MS Access, and PowerPoint. Collected updates from multiple sources for monthly reports and presented findings to management. Conducted follow-ups and detailed analyses to identify trends and focus areas. Collaborated with regional contacts on trends and requests.Key Accomplishments: • Directed talented team of data analysts to report 300+ metrics daily, weekly, and monthly. • Improved efficiency of generating reports and metrics through Excel, PowerPoint, and Cognos automation. • Collaborated with global organizations to create standardized, repeatable reporting and metrics systems.

Jacksonville, Florida Area

Led review calls to discuss incidents, identified root causes, and tracked follow-ups until resolution. Directed daily calls to assess previous day's system failures and document customer impact. Analyzed problems to identify common root causes, creating trends and insights for targeted improvements.Key Accomplishments: • Streamlined problem management process to minimize the number and severity of incidents impacting business operations by documenting actions to resolve root causes and prevent future incidents. • Spearheaded Major Problem teams to address critical issues, document actions, and manage follow-ups until environment stabilization. • Coordinated with application owners to analyze trends and contributing factors of system failures.

Jacksonville, Florida Area

Coordinated and facilitated critical incidents through conference calls by overseeing escalation management. Directed teams handling persistent incidents/problems and conduct Daily Incident Review calls with Management. Organized weekly calls with primary third-party partners to review incidents, actions, and follow-ups.Key Accomplishments: • Provided 24-hour on-call support two days a week, with backup availability for another two days, ensuring readiness for calls at any time. • Leveraged detailed system knowledge and past outage experiences to help reduce volume and duration of critical system failures over time.

Jacksonville, Florida Area

Responsible for managing a group of 12 FTE that support the IVR and CTI platforms. The group supports Network IVR changes and submitting the requirements for each change. Interfaced daily with Technology to ensure all changes met established standards before submitting to the Network IVR vendor. Managed a team of officers and staff that were responsible for writing the requirements, testing, and implementation of all Network IVR changes.

Jacksonville, Florida Area

Responsible for managing all Network IVR changes and submitting the requirements for each change. Interfaced daily with Technology to ensure all changes met established standards before submitting to the Network IVR vendor. Responsible for testing changes before implementation and communicating the changes to the impacted areas.

Jacksonville, Florida Area

Coordinate the implementation of new or upgraded hardware for Citibank Call Centers throughout the country by working with both the technology organizations and the service organizations. Assist the Citibank service organizations in determining the best solution for problems or process improvements and coordinate the implementation. Document projected costs associated with projects and submit funding requests to be approved by senior management.

Jacksonville, Florida Area

Plan and coordinate all scheduled systems outages that impact any Customer Care department. Communicate a detailed outage plan and procedures to all impacted customer care associates. Negotiate outage time frames with production control managers that reduced customer and associate impacts. Assist project managers with the implementation of new systems and telecommunications.

Jacksonville, Florida Area

Plan and coordinate all scheduled systems outages that impact any Customer Care department. Communicate a detailed outage plan and procedures to all impacted customer care associates. Negotiate outage time frames with production control managers that reduced customer and associate impacts. Assist project managers with the implementation of new systems and telecommunications.

Jacksonville, Florida Area

Multi-Channel Communications Specialist - install, config and maintain Multi-Channel Communications Radio equipment. This system established telephone service for remotely deployed military units. Obtain the Rank of Sargent (E-5) during enlistment.

Jacksonville, Florida Area

Forecast daily, weekly and monthly call volumes for the AT&T Universal Card Applications Center at AT&T American Transtech to determine staffing needs. Daily monitoring of call volumes to ensure all call handling quality indicators were met. Provide senior management with forecasted staffing recommendations and assist in hiring plans or staff reduction plans. Managed a group of MIS specialists that produced quality reports, volume reports, and payroll reports for senior management and clients.

Jacksonville, Florida Area

Quality Associate and Inbound/Outbound Customer Service Associate

Multple

Multi-Channel Communications Specialist - install, config and maintain Multi-Channel Communications Radio equipment. This system established telephone service for remotely deployed military units.

Us Army, Us Army Radio Communications, Honors

High School