Senior IT Operations Professional

Gordon Patchell

Aligning technology with business needs

Information Technology: Senior IT Operations Professional

Big picture thinker with 10+ years of experience reducing costs while improving efficiency, usability, performance, and customer satisfaction for Microsoft and Hewlett Packard

Astute analyst, deep strategic thinker, creative problem solver, and ITIL expert with exceptional business acumen. Personable, articulate, and persuasive communicator; polished relationship manager. Motivated high performing multidisciplinary teams. Orchestrated complex program demands, and instituted best practices that supported global enterprise, added value and assured uncompromising excellence. Adept at setting and achieving challenging goals thought impossible by others.

SKILLS, ABILITIES & ACHIEVEMENTS MATRIX VALUE OFFERED

Core Competencies / Strengths at a Glance:

Requirements Analysis Risk Assessment Strategic Planning Finance Cost Control Resource Allocation ITSM Project Life Cycle Metrics Vendors QA/QC Documentation Service Level Agreements SLA / OLA Product Roll Out Customer Service IT Governance Compliance

CAREER SNAPSHOTS

RECOGNIZED LEADERSHIP. Chosen for mastery of technical subjects to spearhead high profile, high stakes and large-scale initiatives. Delivered a program that promoted Microsoft's Data Protection Manager and was nominated for the year's top IT Showcase presentation.

MANAGEMENT PROWESS: Established accountability, processes, procedures, tasks, and metrics that produced dramatically improved quality of service, reduced costs of ownership, and bettered team performance for Microsoft's upstream functions.

INITIATIVE & INNOVATION. Distinguished for anticipating needs, exploring and adapting new ideas and creating win-win solutions. Introduced changes that slashed budgets by 60% and achieved the highest operational and service metrics in 5 years for Microsoft.

CAREER TRACK & PERFORMANCE DRIVING FORCES

Microsoft Corporation Redmond, WA

Sr. Program Manager: Microsoft Corporation :: IT Platform Standards 2013 - 2015

Purpose and Scope: Deliver expertise, insight and leadership vital to drive service improvements across the Microsoft IT organization. Define, deploy, and measure server configuration standards across the IT Data Center server base, with focus on server hardware, storage, OS, IIS, SQL and management agents. Define meeting objectives. Present monthly business reviews to decision makers to the GM level; discuss and formulate improvements for Service Health, KPI metrics, and Service Improvement Plans.

Organizational Impact Contributions:

Collaborate and work effectively with many technical organizations. Serve as a key stakeholder supporting and assisting with data center implementation initiatives.

Established and maintain strong working relationships with internal and cross-group customers and key stakeholders, including MSIT and non-MIST BUITs, ICS, Engineering, Product Groups, Problem Management, Service Transition, Infrastructure Incident Management.

Sr. Program Manager: Microsoft Corporation :: Data Protection Services 2009 - 2013

Purpose and Scope: Managed customer relationships. Defined goals, technical specifications and metrics, determined methodologies and formulated strategies. Wrote and executed action plans; coordinated with internal and external stakeholders; monitored costs, benchmarks, and compliance. Resolved complex problems; made business reports and recommendations.

Organizational Impact Contributions:

Introduced a budget tracking tool; identified opportunities to cut operating costs by 60%; enhanced service reliability and sparked a rise in customer satisfaction.

Gordon Patchell

Deployed best practices that ensured compliance with corporate policies; service quality, consistency, cost control, and timeliness in meeting contract specifications.

Redesigned technical documentation for the customer knowledgebase; updated information and added search capability; rewrote prose to improve clarity and accessibility.

Published Protecting Client Data at Microsoft with System Center Data Protection Manager 2010 and Microsoft protects 3.5 Petabytes of Data, Saves $6 Million with own Backup Software in 2011.

Facilitated meetings with clients, IT, product managers, specialty groups, vendors, and other stakeholders that maintained clear communication and positive working relationships.

Presented comprehensive business reviews to general managers; made an acclaimed IT Showcase presentation on the MS Data Protection Manager as an industry best practice.

IT Service Manager: Microsoft Corporation :: Data Protection Services 2007 - 2009

Purpose and Scope: Analyzed management reviews and customer feedback, and utilized results to develop product enhancements and improvements. Planned and directed programs that aligned scope, resources and timelines with service offerings. Negotiated service level and operating agreements (SLA/OLA) between teams crucial to customer support. Managed internal partners, vendors, budgets and quality results.

Exceeded business objectives; reduced annual costs by $300+K; implemented technology and streamlined processes which enabled a 50% reduction in staff.

Coached a media management team, - boosted efficiency and improved output quality; sat in reviews and contributed to predictability improvement and a decrease in major incidents.

IT Service Engineer: Microsoft Corporation Backup Services 2005 - 2007

Accountable for the redesign, management and operation of the Data Backup and Recovery of the Microsoft Source Code environment.

Conducted regular meetings with customers, Source Depot and Product Group Lab; compiled reviews and improvement plans; coached offshore teams and bettered service quality.

Stabilized a backup & recovery solution for the Company Source code farm; increased efficiency, reliability, and reduced capacity requirements by 60%.

Hewlett Packard Company Redmond, WA

Project Manager: Microsoft Helpdesk 2004 - 2005

Designed, developed and delivered IT support programs to Microsoft product and services groups; held weekly meetings with product support groups that optimized client satisfaction.

Backup Operations Lead 2002 - 2004

Backed up 18K Microsoft servers with 99.6% success rate; trained vendor team on operational process India; streamlined service procedures and boosted client satisfaction worldwide.

Previous positions include: Human Resources Manager, Concord Security Human Resources Manager, West Pac Security

CERTIFICATES & LICENSES

Information Technology Infrastructure Library (ITIL) Microsoft Operations Framework Microsoft Certified Professional (MCP) CompTia A+ & Net+

LEARNING CREDENTIALS

Associate of Science: Computer Science 3.9 GPA, High Honors 2002

ITT Technical Institute Bothell, WA

Bachelor of Arts 1996

Bishop's University Lennoxville, QC

INTERESTS & ACTIVITIES

Classical guitarist, pianist, woodwinds Published composer and arranger Taught music to the high school level Talented chef Developed extensive home network Fluent in French

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