Patrick Waugh Email & Phone Number

Wisconsin, United States

Leader of the Digital Workplace organization consisting of HR managers, project managers, architects, engineers, and analysts for End User Computing, Collaboration technologies and Active Directory servicing a global organization with over 10,000 end users. Manage budget of $70M+ and lead vendor contracts for Microsoft, Citrix, AT&T, and Apple. Delivered.

Comerica Bank, Auburn Hills, MI

• Team lead responsibilities beginning June 2010, including mentoring, training, task delegation, management escalations and interviewing new hire candidates
• Responsible for the overall health of 13,000+ workstations running Windows XP, Vista and 7 throughout the United States, Canada, Mexico and India
• Responsible for creating, maintaining and supporting workstation management support processes for incident, problem, request and change management
• Responsible for gathering requirements, creating processes and transitioning workstation related support work from projects into operations teams
• Create, test, deploy and support applications and patches delivered to workstations utilizing Novell ZenWorks and SCCM 2007/2012
• Represent operations in medium to large projects, including enterprise encryption technologies, new global software applications and the migration from Windows XP/Novell to Windows 7/ Active Directory

• Provide 2nd level incident and problem management
• Team lead responsibilities including mentoring, training, delegating incident tickets and interviewing new hire candidates
• Maintain training and knowledge documentation based on feedback from analysts to maximize effectiveness
• Work with level 3 support teams to transition new support into the service desk

• Provide 1st level incident management for a Service Desk with 13,000+ calls per month
• Utilize service desk applications to create, track and close incident tickets

• Provide comprehensive support and design for a school district with 9 schools and 3,000+ users, including workstations, servers, firewalls and Cisco phone systems
• Pursued Bachelor of Science degree while working full time
• Trusted with master key to entire school district and administrative access to all systems
• Create and deploy workstation and server images
• Create and deploy software using Novell ZenWorks
• Provide Executive support

• Provide Hardware/Software support to students and staff under the direction of the LAN administrator
• Image workstations, create user accounts, reset passwords, assign permissions
• Received first ever “Student Tech of the Year” award in May 2002

Master Of Science, Information Technology Management, 3.80 Gpa

Bachelor Of Science, Management Information Systems