DANIEL P. R. PATTERSON

acgdg2@r.postjobfree.com www.linkedin.com/in/ambianceforce/

972-***-**** U.S.A; Telecommute; Travel 60% OK

Summary Statement

I utilize the skills and talents I am equipped with to build and improve IT systems, teams,

and processes for your organization. I meld my business mind and my geek-like heart to

interface between business leaders and technical teams to develop solutions that solve

problems and improve services in order to build shareholder value. I encourage, coach,

and coordinate team members to be the best they can be, learn from mistakes, and grow

in their career paths.

Employment

Licensed Family Services Sales Councilor

Departing, LLC, Irving, TX, February 2014 – June 2014

Provide support and sales assistance for end-of-life decisions to individuals and

families for a start-up web-based firm. This was a ground floor start-up organization that

specialized in matching customers with funeral service providers throughout the state of

Texas utilizing e-commerce techniques to disrupt the outdated funeral care industry. I also

provided consulting to the C-level management on their e-commerce and technology

strategies while they worked on developing their operational and marketing plans. Key

tools included Google Drive for business and a customized contact / customer relationship

management (CRM) system.

Complex Deals Program Governance

Verizon Business, Richardson, TX, August 2011 – November 2013

Provide ITIL v3 driven processes for project management, problem remediation,

strategy, governance, and compliance for Verizon’s largest program managed customer, a

large financial institution. I was responsible for interfacing with executive teams, business

towers, IT operations, and project teams to develop appropriate solutions to governance

processes and audit remediation, service improvement processes, and problem

management resolution. I worked on SLA tracking, dashboard and executive reporting,

and recommendations for service improvements for internal teams and external vendor

management. I provided contract and regulatory compliance oversight, remediation, and

reporting. I facilitated platform auditing. I oversaw database integrity improvements that

improved the CMDB. I participated in governance process and problem process

improvement teams. Key tools utilized include MS Office, Project, Visio, Sharepoint,

KnowledgeLink, HPSM, Remedy, BOBJ, Terradata, and TRAT.

Service Program Manager

Verizon Enterprise Delivery, Carrollton, TX, November 2009 – August 2011

Provide ITIL v3 driven process management for incident, problems, changes,

configuration, and release management for Verizon's largest program managed customer,

a large financial institution. In this role I helped lead the development of account ITIL

practices. This included drafting of the Operational Procedures Manual. I formalized the

change management process and trained a team to build a formal change management

tower. I helped design the Major Incident Management team for Verizon for the rapid

response and remediation of major incidents. The MIM team proved so effective that

Verizon implemented it for its own internal processes and other customers. I provided

problem management for Verizon managed platforms within the account program

including root cause analysis, remediation, and reporting. Key tools utilized in this role

include MS Office, Project, Visio, Sharepoint, KnowledgeLink, HPSM, Remedy, SNMP

event logging, BOBJ, and Terradata.

Senior Field Technician / Installer

Verizon Enterprise Delivery, Carrollton, TX, February 2003 – November 2009

Provide technical support, design, installation, configuration, and repair services to

telephone, network, application, server, infrastructure, and vendor systems and services

within a large enterprise IT environment. Key accomplishments include the installation and

upgrade of systems for several manufacturing plants, a regional bank in Tulsa,

management of infrastructure at an oil refinery including rigorous safety standards, setup

and management of infrastructure at a national bank, and escalation engineering for

advanced design and incident issues. Key tools utilized in this role include MS Office,

Lotus Notes, Project, Visio, Sharepoint, KnowledeLink, HPSM, Remedy, Procomm, CRT,

Remote Desktop, MS Server Management Console, SNMP event logging, and a varied

selection of hand and metering tools.

Telecommunications Technician

Oral Roberts University,Tulsa, OK, June 1997 – January 2003

Provide technical support, maintenance, repair and installation services to a private

university's telecommunication infrastructure. Key accomplishments included installation of

new cabling infrastructure, desktop support to around 500 faculty and nearly 4500

students, upgrades and repairs of PBX and network equipment, and the replacement of

the PBX following a major flooding event. Key tools utilized in this role include MS Office,

Procomm, a home-brew ticketing system, Novell Networking, and a varied selection of

hand and metering tools.

Education

Bachelor of Science in Business: Organization Innovations

University of Phoenix, Phoenix, AZ, October 2007 – May 2011

Bachelor of Arts in Biblical Literature (2/3 Complete)

Oral Roberts University, Tulsa, OK, August 1996 – December 2000

Continuing Education

Masters of Arts in Ministry: Global Studies (1/3 Complete – On Hold)

Liberty University Online, Lynchburg, VA, 2011 – 2013

Project Management Professional (PMP) (In Process)

Project Management Book of Knowledge (PMBOK), August 2014

Professional Certification

ITIL v3 Foundations; ISEB, June 2011

Professional Skills

Program Management, Project Management, IT Governance, IT Strategy, Risk

Management, Problem Management, Change Management, Incident Management,

Business Management, Problem Solving, Business Reporting, SLA Tracking, Compliance,

Leadership, Mentoring, Team-building, Teamwork, Analytics, Business Analysis, Big Data,

Unified Communications, Call Centers, Data Centers, Interconnected Systems, Cisco

Networking, Cisco Unified Communications Manager, Networking, Nortel PBX, Avaya

PBX, Network Security, CRM, Joomla CMS, Drupal CMS, Simple Machines CMS,

Wordpress CMS, Web Services, Servers, Microsoft Server, Microsoft Office, Microsoft

Sharepoint, Clarity, Google Drive for Business, Google Apps, Chrome, Firefox, Internet

Explorer, Android, Linux, Databases, Voice Over Internet Protocols (VOIP), Routing,

Switching, Internet Protocols (IP), Enterprise IT Architecture, Sales, Customer Service,

Customer Support, Conflict Resolution

Additional Personal Skills

• Setup and testing different LAMP and CMS servers and services including Joomla, Drupal,

Wordpress, Simple Machines among others. I have done this for personal web sites and

for friends.

• Setup personal communication servers for friends and groups including message boards

(phpBB, SMF), real-time chat (CMS add-ons and IRC), and voice servers (Teamspeak,

Ventrilo).

• Live sound reinforcement, audio engineering, lighting, camera, and stage production

services on a voluntary basis

• Red belt in hapkido, an advanced Korean self-defense style

Contact this candidate