Patrick Ryan Email & Phone Number

Greater Chicago Area

• Provide leadership and strategic oversight for End-User Services, including the Service Desk, Network Operations Center (NOC), Field Services, Service Operations, and Depot.• Drive the vision and execution of service excellence initiatives across the Service Operations department, aligning with organizational goals and enhancing operational performance.• Lead high-level incident response, service escalations, and continuous improvement efforts to meet and exceed service-level agreements (SLAs).• Partner with executive leadership to align end-user services with business strategies, optimizing efficiency, and delivering superior client experiences.• Oversee a globally distributed team, cultivating talent, and ensuring best-in-class service delivery.• Ensure operational compliance with ITIL standards, SOC2, and other industry benchmarks, promoting governance and operational integrity.

Greater Chicago Area

Greater Chicago Area

• Designed customized IT solutions across DYOPATH’s core services, including Managed IT, Cybersecurity, Cloud Solutions, and Network Services, aligning technology with client business needs.• Collaborated with internal teams to implement scalable solutions, driving operational efficiency and strengthening security postures.• Developed comprehensive architecture frameworks and technology roadmaps, leveraging DYOPATH’s expertise in IT Consulting and Digital Transformation.• Led technical assessments and crafted proposals, supporting clients in making strategic technology decisions that optimized performance and reliability.

Greater Chicago Area

• Acted as the client advocate for Caterpillar the world’s leading manufacturer of construction & mining equipment, overseeing service delivery to align with business objectives.• Managed end-to-end service processes, enhancing service quality, operational efficiency, and client satisfaction.• Led service improvement initiatives, optimizing workflows and delivering actionable insights through performance monitoring against SLAs and KPIs.• Collaborated with cross-functional teams to resolve escalations and maintain seamless communication.

Greater Chicago Area

• Led the Global Service Desk operations across 8 international service centers, managing a team of 250+ agents and handling over 1.5 million contacts annually, ensuring a high level of customer satisfaction.• Developed and executed a comprehensive Workforce Management strategy, optimizing resources and enhancing call resolution efficiency.• Spearheaded Business Intelligence initiatives, creating advanced reporting systems that improved data-driven decision-making and service response times.• Implemented Knowledge Management processes, leading to a reduction in repeat queries and improved first-contact resolution rates.• Managed Interaction Management protocols, enhancing communication standards and client engagement.• Led Service Quality and Continuous Improvement programs, driving key initiatives that elevated service quality scores.

Greater Chicago Area

• Managed a 24x7 Technical Operations Center, leading a team of 60+ technical staff in delivering Level 1-3 enterprise support to over 40 clients.• Streamlined support operations, reducing incident resolution time while maintaining high customer satisfaction.• Established robust escalation protocols, improving client issue resolution rates and minimizing downtime.• Led team training initiatives, increasing technical staff proficiency and enhancing overall service quality.• Utilized ITIL best practices to align service delivery with industry standards, ensuring operational consistency.

Greater Chicago Area

• Led Break/Fix, IMAC, and Refresh Service Delivery for Zurich North America & Farmers Insurance, managing 23,000 seats in North America, achieving a 98% SLA compliance rate.• Directed SLA/KPI compliance efforts, maintaining over 95% adherence and streamlining reconciliation processes to enhance client relationships.• Spearheaded eWP North America Project Management, overseeing staffing, execution, and financials, leading to a 10% improvement in project efficiency.• Optimized service delivery processes, reducing downtime by 15% and improving operational effectiveness.

Greater Chicago Area

Greater Chicago Area

Greater Chicago Area

Greater Chicago Area

Greater Chicago Area