Patrick Brantley Email & Phone Number

Dallas-Fort Worth Metroplex

Direct the work performed by a total of 57 FTEs and contractors including 34 Field Services Technicians at 15 client sites and 23 Technology Bar technicians at 10 of the 15 client sites across the US. ► Transformed team to be highly successful, more than 95% productive, and winning team.► Managed SLAs and CSAT performance for all direct reports and client locations also for dispatch of Decision One to an additional 40 non steady state co-ordinated client US locations. ► Supervised 100% compliance of meeting 100% SLA's and KPI's in accordance with master services.Operated field technical training and service readiness for new products, sustained programs, and special projects. ► Developed and launched process improvements to field operations, including tool implementation and training. Reduced 35% support costs by developing new workflows and support processes.► Led new business acquisition of Technology Bar and a new contract for Field Services.► Trained and transitioned NTTD India workflow team, and successfully off-boarded US workflow team.► Implemented time admin functions for a portion of Infrastructure & Cloud Computing accounts.► Delivered feedback and complete mid-year and year-end reviews for 54 direct reports.► Executed onboarding, off-boarding, rewards, and disciplinary actions for all 54 direct reports.

Houston, Texas Area

Promoted to manage the work done by a field support team of 21 Field Services technicians for Texas and California supporting 7 client offices for the AIG account. ► Influenced the account delivery manager with reporting, training, regular team lead tech meetings for the entire team. Introduced training programs that enhanced 85% team performance and morale.► Managed and drove the deployment and sustaining field operations for the team, including escalations and expedites. ► Administered 100% 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%. ► Achieved 90% customer satisfaction throughout the tenure for the years of 2015, 2016, 2017, 2018.► Facilitated other accounts by attending transition meetings, providing training, interviewing, and conducting site surveys.

Houston, Texas, United States

Relocated to Houston, TX for supervisor promotion overseeing a four-technician team dedicated to specific client business units.► Administered escalations, employee time off, rewards and incentives, corrective actions, training, and ticket quality assurance.► Introduced RCA feedback for technicians, ticket management training, and updated build room procedures to improve SLA metrics.► Created comprehensive quality assurance programs to provide timely and quality-based customer solutions/implementations.► Designed a metrics tracking system to monitor service delivery performance, customer metrics, LOB metrics, and this tool generated senior management reporting.► Served as interim Field Service Manager starting in March of 2014.

Dallas, Tx

Associate Of Science - As, Associates Of Computer Science, A

Associates of Computer Science New Mexico State University, Las Cruces, New Mexico

Bachelor'S Degree, Bachelor Of Science In Management, A

Bachelor of Science in Management University of Phoenix, Tempe, Arizona