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