Patrick Van Osdel Email & Phone Number

Saint Paul, Mn, Us

Hanover, Md, Us

I have the pleasure of leading a team of 7 Leaders who provide day to day leadership across several large managed services programs that serve the Digital Workplace Services market in Asset Management, Hardware Depot, Field Services and Service Desk Operations. Our team provides direct leadership to over 200 consultants across North America. Our team is responsible to ensure a positive delivery experience to our customers through building strong relationships and find better ways to help them achieve their goals and better service their customers. In my role as a Sr. Customer Success Leader we are responsible to ensure our team is meeting and exceeding our SOW defined SLA deliverables and building trusted relationships with our customers. We work to build and maintain strong relationships as well with our internal TEKsystems partners in Sales, Delivery, Field Support and Finance Operations to achieve success and move forward in a positive way.In my role as part of DWS I participate and lead many initiatives that allow me to expand my influence and support for team across the practice.

Us

Lead a team of IT Support Professionals who provide IT Services to over 7000 TCF employees throughout both our Wholesale Banking and Consumer Banking operations. This includes branch banking, TCF corporate personnel, as well as our Customer Contact Centers. We support all regions of TCF which includes Minnesota, Iowa, Illinois, Michigan, Wisconsin, Colorado, South Dakota, and Arizona.

North Mankato, Mn, Us

Recruited into role to improve Service Desk performance issues, image to organization, and to improve employee morale and turnover. The team consisted of 22 technology professionals who provide both remote and local support to over 45 Taylor Companies. In 2013 the team completed 23,000+ tickets and answered 27,000+ support calls from our Taylor customers. Our vision was to ensure a system for success of both our customers’ technical requirements and our employee’s professional development.Performance Highlights -- Increased our On Time Percentage of Support Incidents to above goal within 3 months in the role and consistently each month since assuming role.- Increased our Percent of Calls Answered to above goal within 2 months in the role and consistently each month since assuming the role.How Was This Achieved?*Met with each team member to identify strengths and passions to ensure each person was in the right position for team success.*Established clear goals and ensured that the team always understands "Why" each goal is critical to our success. This creates buy in and pride within team members into our goals as well as a passion for success from everyone.*Established business based metrics to identify where our team is at all times in alignment with our service level agreements.*Established performance indicators to identify that the critical functional areas of our group are measured and use this information to align the correct resources to those areas for team success. *Established employee surveys that identify areas of success and areas for improvement within our team to measure job satisfaction and increase employee retention. These surveys measured the core areas of Communication, Leadership, Opportunity, Knowledge and Teamwork.

North Mankato, Mn, Us

I led a team of support professionals who worked with our large accounts such as Office Depot, Staples, and UPS Stores. The team received calls from our customers and worked with our internal teams to resolve their requests.Provided team with improved structure and priority management to ensure our customers needs were met with the priority and focus they required. Improved confidence within the team members through proper preparation and planning for customer meetings that ensured the team was able to provide the needed answers and feedback to the customers questions and concerns.

North Mankato, Mn, Us

I worked with the Taylor companies in a consultant type role to provide them with IT Infrastructure needs to ensure that their technology systems satisfied their business goals. In the role my focus was to listen to our company leaders to identify the need and worked with our technology teams to design and present the best options for our companies to accomplish their goals.

North Mankato, Mn, Us

Responsible for the Design, Deployment, Management, and Support along with the Day to Day Operations of the Navitor Inc. Infrastructure. This included Servers, Workstations, Networks and System Storage. Replaced existing infrastructure with in-ceiling zone box cabling to meet the fast paced requirements of the company departments so that they could move employees when needed with little expense to the organization.Designed and Implemented an EMC Storage Infrastructure to ensure high availability for Navitor's growing customer data.Replaced existing networks with highly available and managed networks to data center that ensured up time and reduce impact to the business in the event of a network failure.

North Mankato, Mn, Us

Worked as the Sr. Network Administrator for our Corporate Headquarters location. Assisted our sister companies with system design, support, and architecture to meet their business goals.- Migrated Novell NetWare 4 servers to Novell NetWare 5 - Migrated Novell NetWare 4 and 5 Servers to Windows Server 2003- Part of team responsible for setup and design of Windows Active Directory - Led team responsible for migrating 35 NT Domains and 20 Novell Trees into single AD Domain.

Us

Network Administrator for Novell Networks and Windows NT. Provided customer support on evening and weekends to customer call center team members- Built Novell 4 and Windows NT 4 Servers- Ensure backups were successful each night- Setup users and mailboxes in GroupWise 5 system- Maintained vendor software systems such as First Data and IVR management

Associate Of Arts And Sciences (A.A.S.), Network Administration

Associate Of Arts And Sciences (Aas), Business Management