Patrick Delaney Email & Phone Number

Directs the strategic vision for SGC IT Operations including IT Service Management (ITSM) and Data Center Operations) with a focus on operational excellence, process maturity and cost efficient operations. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.

Buffalo/Niagara, New York Area

Manage the Customer Care and Operations Support department, 24/7 operations across three locations.

Orchard Park, New York

Provide IT Consulting with focus on ITIL/ITSM Processes/Tools and Help Desk/Network/Security Operations for Managed Service Providers (MSP).

Orchard Park, New York

Designed and implemented a depth-in defense cyber solution, which includes proactive vulnerability assessments, SIEM and SOC, Security Awareness and Analytics. Managed over 100 technical staffing engineers in both of our India locations, managed and monitored a $2,400,000 annual operating plan. Oversaw Global Staffing Operations (Chandigarh/Noida) with over 100 billable engineers with $4,200,000 in annual revenue.• Increased profitability on 40 accounts within 90 days, decreased labor cost by 15%, increased average bill rate by 25% and increased gross margin by 20%.• Implemented Career Development Plans: companywide initiative to implement career development plan for all engineers. Improved our bill rate average by promoting 25% of our engineers to the next bill level.• Implemented Top Down Score Cards and Organizational Structure: companywide initiative to create top down scorecards and organizational structure to better align strategic goals from all departments.

Clarence, Ny

Managed a team of fifty-four IT service delivery professionals across 32 locations, supporting 10,000 employees. Developed, managed and monitored a $6,000,000 annual operating plan. Scoped, developed, implemented, and directed a global client service desk, enterprise personal productivity services and executed an IT Service Management (ITSM) framework. Managed a team that provides global management and services of help desk, desktop support, incident and problem management, and local infrastructure site support. Facilitated focus on high priority projects with governance standards; developed SOP’s around project portfolio to manage implementation into production. Ensured adherence to standards, PMO charters, requirements, project plans, SDLC methodologies, communication plans and documentation. Built a scalable SCCM environment across 5 continents.

Clarence, New York

Established ITIL/ITSM standards; increased responsiveness, reduced down time and increased customer satisfaction with IT services by implementing ITIL standards for incident, problem, change management and the service desk function. Created SLA dashboards/analytics engine for critical services availability, incident & change management, customer satisfaction, service desk and PMO, to measure against SLA commitments and drive continual service improvements. Implemented ITIL support model structure, career development ladder, which improved IT service delivery, customer satisfaction, strengthened team skills and set performance expectations. Improved operational SOX compliance for user administration (off-boarding tasks) to over 99% within 90 days and continually maintain that metric year over year.

Amherst, Ny

Formerly EarthLink Business Solutions.Managed a complex help desk/network operation, managed facilities, business continuity plans, operations and 125 reports. Increased customer base to 1,000 individual Managed Service Providers (MSP) contracts and converted operations into a profit center instead of a cost center. Involved in all aspect of sales and on-boarding processes, each new customer was a separate project to ensure they were on-boarded correctly. Enhanced the on-boarding process for new customers by strengthening the training program, hired and mentored trainers and technical writers.

Buffalo/Niagara, New York Area

Managed up to 25 Reports (Service Desk, Incident, Change, Asset & Configuration Managers, Service Desk Analysts and ITSM Ticketing System Administrators). Served as ITIL process owner and provided service desk, incident, problem, change and asset & configuration management. Performed IT governance and project management. Gained experience in data center operations, print distribution, mainframe scheduling, job control language (JCL) and batch processing. Provided multi-divisional collaboration on service level objectives. Effectively managed vendors and negotiated contracts, HP, BMC, CA and EMC.

Buffalo/Niagara, New York Area

Implemented and managed help desk/network operation structure to a new service offering for Synergy with a staff of 50 IT technicians. Involved in all aspect of sales and on-boarding processes, each new customer was a separate project to ensure they were on-boarded correctly.

Buffalo/Niagara, New York Area

Asst. Vice President - Help Desk Operations (1999 - 2005)Banking Officer - Data Center Shift Operations Manager (1995 - 1999)Print Distribution Manager (1993 - 1995)Production Controller/Operator/ Financial Analyst (1983 - 1993)

Field Maintenance Sqaudron, part of the computer team for that squadron.

B.S, Computer Information Systems

Worked full time, went to school full time, bought a new fixer upper house, my son was born and maintained a 3.26 gpa.

Innovation And Change In Organizations

Course