Patrick Hanford Email & Phone Number

Bloomington, Minnesota, United States

Manage 190 employees that support 83,000 Workstations and other IT equipment (43k workstation, 23k Mobile Devices, 13k Tablets, 4k Printer/Scanners/AV Devices) at 124 locations in North America and Mexico. Manage an additional 100 on-demand contractors. Ensure service levels meet or exceed expectations.• Created and lead an onsite support team for deskside support, networking support, and supporting various other IT devices at manufacturing facilities, distribution facilities, sales offices, regional offices and the North American Headquarters campus.• Setup a level 2 deskside support team, level 3 network/project support team, and a remote support team to support 40,000 users with fast, efficient, and customer focused services. That meet the mission critical needs of the business.• Accountable for meeting or exceeding service level agreements, customer satisfaction levels of at least 95%, and implementing innovative process improvements.• Developed an organization capable of understanding and delivering on business demand and meeting critical expectations.

Hopkins, Mn

Manage 300 employees and contractors that support 80,000 PC’s and other IT equipment at 1600 locations in 70 Countries. Manage additional 700 dispatch contractors. Ensure service levels meet or exceed expectations.• Lead a customer facing organization capable of connecting people, processes and technologies (300+ people)• Created and implemented global media technologies services for 300+ global video conferencing, digital signage, Immersive Telepresence conference rooms.• Accountable for ensuring end user service level agreements and high customer satisfaction levels of 95% or higher. Remove barriers to success, share industry, TCS, and Cargill best practices, and make recommendations that advance and improve delivery of client services.• Serve as an escalation point for business units, informing them of service direction, performance, costs, project updates and planned maintenance.• Develop an organization capable of understanding and delivering on business demand• Partner with internal global organizations to optimize processes, performance measures and create high performance teams across our function• Created and implemented service improvements to decrease hardware deployment times, implement end user self-service options, create a global hardware redeployment process, improved safety processes, and optimized onsite support models to align with business needs

Hopkins, Mn

Manage 40 employees and contractors that support 33,000 PC’s at 700 locations in North America, maintain and monitor $7 million budget and ensure service levels meet or exceed expectations.• Accountable for ensuring outsourced provider consistently achieves end user service level agreements and high customer satisfaction levels of 85% or higher. Remove barriers to success, share industry and Cargill best practices, and make recommendations that advance and improve delivery of client services.• Serve as an escalation point for business units, informing them of service direction, performance, costs, project updates and planned maintenance.• Provide leadership and direction for Field Services projects for PC Lifecycle Management, deploying new client backup solution, and several application deployments.• Brought in additional 3rd party vendor client resources for project work, saving over $300,000 annually.• Manage Field Services employees. Select, appraise, compensate, and retain personnel. Support, coach and mentor employees to meet department productivity and quality standards.• Led aggressive North America $3.4 million, 8 month project, to remotely convert 8000 PC’s to Windows 7 to maintain Microsoft patching compliance.

Hopkins, Mn

Provided risk and control leadership for the Global Networking Services team and Global Data Center and Server team. Accountable for interpretation and application of Information Protection, Records and Information Management, and software licensing policies, standards and procedures.• Assessed risks and implemented appropriate controls to mitigate those risks.• Monitored and managed all controls reporting, risk assessments, communications, and incident response activities globally for identified risks.• Created and led global security teams that created executed and monitored controls to maintain appropriate risk levels.• Led and assisted in preparing teams for internal audits, external audits, information protection evaluations and risk assessments.• Selected to be business excellence onsite examiner to assess processes for measurements, analysis and knowledge management processes for Cargill China animal feed plant.

Minnetonka, Mn

Managed corporate IT services for 15 business units, IT Project Management and Business Analysts services. Responsible for creating and managing a $25 million IT budget for business units and supported applications.• Oversaw billing, costs analyst, forecasting, developing and implementing solutions to maximize all infrastructure services, client support, help desk, email, web hosting, external access, internet, WAN, LAN and hosting environment for 15 business units• Managed projects to implement project management tool, financial management tool, and budget tracking tool.• Initiated and managed projects that resulted in annual $1 million savings for Cargill.• Served as Business Relationship Manager for Integrated Bakery Resources business unit.

Minnetonka, Mn

Provided IT Project Management for Infrastructure and Application projects, IT Service Management for Infrastructure services and Change Control Coordination for 15 business units. • Led business acquisition projects, network projects, application deployment projects, and deploying new North American PC management tool and operating system upgrade projects.• Managed services, determined budgets, and lease management for Windows and UNIX server services for 15 business units.• Served as active PMI member and adhered to PMI methodology.

Minnetonka, Mn

Team Leader for a team of 12 members that supported 2000 PC’s at 70 locations for 3 business units. Responsible for support, setting hardware standards, user training, and developing common desktop images. • Managed PC lifecycle, application deployment, and operating system standardization projects.• Determined team resource needs, conducted interviews, and performance reviews.• Participated in several global projects to determine corporate hardware and support vendors.

Plymouth, Mn

Provided PC and LAN Help Desk, Server Administrator, and application support for a 900 node Windows NT network.• Provided Help Desk support for a variety of software applications, hardware configurations, and training.• Lotus Notes Administrator for 100 users on 4 servers running OS/2 and NT operating software.• Responsible for all Image/Workflow support, maintenance, and analyst duties for both Desktop and Servers.• Disaster Recovery Coordinator. Developed and maintained disaster recovery plan for the Technology Division.

Golden Valley, Mn

Accountable for the day-to-day operation of the MIS department and the Novell 3.11 Network with 75 nodes, 15 printers, and 9 remote locations.• Responsible for the design and implementation of a modified Open Systems Accounting Software program for Billing, Payroll, Staffing, Accounting, Human Resources, and general office. • Recommended, purchased, and maintained all computer hardware, software, and peripherals for entire organization.• Developed and implemented all company policies and procedures regarding data processing systems, software and hardware utilization, and emergency procedures.• Developed training procedures, training manuals, and taught training classes on computer hardware and software.

Golden Valley, Mn

Provided a broad range of Human Resources and managerial duties.• Managed staffing and scheduling for 850 nurses and Home Health Aides for 900 extended care clients.• Recruited, interviewed, and hired nursing staff.• Processed workers compensation and unemployment claims and hearings, and handled employee insurance and benefits.• Responsible for developing and designing of a modified Open Systems Accounting Software program.