Accomplished and dedicated Operations Delivery Director with more than 20 years of hands-on experience in IT Support specializing in providing field service and technology bar services. Hold strong technical background with an eager approach in leveraging technology and automation to drive efficiencies in delivery. Achieved more than 92% record-high customer satisfaction rankings, improvements to the bottom line, and turnaround of underperforming operations.► Client-facing and result-achiever professional who always focuses on achieving exceptional results in fast-paced, rapidly changing and deadline-driven environments.► Efficiently facilitating smooth deliveries by understanding the importance of each component of the service delivery process.► Ability to function very well as a valued team member and to collaborate with others.► Draft, create and negotiate Service Level Agreements (SLAs) as well as develop procedures and ensure quality for delivery under the implemented service level agreements.► Developed and launched process improvements to field operations, including tool implementation and training. ► Reduced 35% support costs by developing new workflows and support processes.► Administered employee life cycle management, from REQ submission, interviewing, onboarding, off boarding, reward incentives, reviews, and disciplinary actions.► Monitored ticket volume, performance, and metrics including SLAs and CSATs, and increased first call resolution from 70% to 95%. ► Establishing solid and trusting relationships through excellent communication skills; utilizing superior organizational, interpersonal, and decision-making skills to realize first-rate results.► Demonstrating deep proficiency in tools such as Microsoft Office Suite, MS Teams, and web conferencing. Possess excellent planning, forecasting, analysis, and initiative attitude with the proven record of work autonomously and exercise discretion also perform well within a team to meet organizational strategic objectives.The combination of my professional experience, aptitude, and academic qualifications has contributed to my success and self-motivation. I would love the opportunity to meet with you to discuss my qualifications position. You can reach me either via email or telephone to schedule a meeting.E-mail address: Patrick1010@hotmail.com