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Customer Service Manager

Chicago, IL
February 25, 2020

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Patrick Russo

**** * ******* **

Chicago, IL ****8



To join your organization and use my vast experience and success in operations, strategic planning, information technology and customer service along with a strong work ethic and a commitment to excellence so that your company can reach unprecedented levels of success,

To always work with honesty, integrity, and commitment and to inspire those around me.

Employment History

Information Systems Engineer-Datacenter Operations

9.16-2.20 Rush University Medical Center, Chicago, IL

Senior member of global monitoring team that manages and monitor’s the company’s vast, growing global network infrastructure,

Created and maintained a vast network of monitor tools used to monitor the company infrastructure,

Developer and publisher of online trouble ticket template using ServiceNow Application,

Trainer and coach for 24x7 Global Infrastructure Monitoring team

Monitors, troubleshoots, repairs critical systems including HVAC, Power, network issues in large multi-building hospital and 3 remote data centers.

Provides after hours help desk service and support to employees

Images desktop and Virtual Desktop devices for employees

Senior Technology Center Operations Administrator

1998 to 2016, Morningstar, Chicago, IL

Leader of a five member global monitoring team that manages and monitor’s the company’s vast, growing global network infrastructure,

Developer and publisher of online standard operating procedures, and online troubleshooting Wikipedia site plus developing a knowledge management database and created and maintains online and hard copy training materials,

Using effective scheduling and resource planning, the company was able to realize substantial payroll expense reduction,

Principal trainer, coach, supervisor and motivator for 24x7 Global Infrastructure Monitoring team

Created and maintained a vast network of monitor tools used to monitor the company infrastructure,

Primary resource for complex monitoring issues and act as a consultant with business units on setting up effective and efficient monitors for their products and servers.

Business Manager

1996-1998, NIKE Chicago, Chicago, IL

Developed and implemented strategic marketing, sales and customer service plans which resulted in annual category sales increases as follows: Golf +369%, Kids +66%, Team Sports +420%, Girls +163%, Accessories +82% and Equipment +47%,

Effectively used retail reports to maximize sales, properly balance inventory, minimize stock outs and reduce shrink which led to vastly improved margins,

Far exceeded management objectives for: customer satisfaction, new business development, employee growth and product/process innovation,

Resourcefully controlled selling and general and administrative expenses through careful staff planning,

Developed online document databases to manage and efficiently process feedback for sales associates resulting in a reduction in preparation time for associate annual reviews and a more effective and satisfying employee review process,

Selected to represent NIKE at the 1996 Atlanta Olympic Time Trials plus additional high profile sporting events, trade shows and job fairs,

Designed and implemented the "Retail Corporate Career Development Program" to enrich the succession planning efforts of associates,

Conducted innovative product and technology training classes for new hires and associate continuing education,

Received the coveted "Most Valuable Player" award at the 1996 Atlanta Olympic Time Trials and was a multiple winner of the "Associate Committed to Excellent" (ACE) award.

Senior Auditor

1987-1991, Charles Schwab, San Francisco, CA

Performed review of systems and controls for over 300 branch offices and corporate business units,

Through use of effective written and oral communication skills, dramatically improved relationship between the audit department and our clients,

Designed management information system based audit information gathering and reporting tools used to strengthen the value of results reported to clients and to senior management and improve delivery time of audits,

Created effective audit and accounting procedures for clients,

Received the company’s highest service award, “Excellence in Service,


2006-Present Penn State University, University Park, PA, Degree program, Information Sciences and Technology, Junior Status

1991-1996 DePaul University, Chicago, IL, Bachelor Degree Program, Accountancy

1974-1976 Triton College, River Grove, IL, Associate Degree Program, Accountancy, Sophomore Status,

Other Experience

Expert in Microsoft Windows 7, Windows 10 (certified), Server 2003, 2008 & 20122 (certified), Active Directory, SQL, NT, Outlook, Internet Service Manager, SharePoint, Visio, Internet Explorer, Microsoft Systems Management Server, and Microsoft Office and Office 365 applications, Power Vision HVAC and UPS Monitoring, What’s Up Gold (WUG) network, server and application monitoring, Dell SolarWinds network monitoring, Citrix XenApp, HP Insight Manager, VMWare Virtual Server Administrator, DUO Administration, ServiceNow.

Also expert with, Help Star, PVCS Tracker, BMC Remedy, BMC TrueSight, ISupport, Cisco switch technology, file servers, image servers, daily web site production and global networking.

1st Degree Black Belt in Tae Kwon Do and Hapkido


References are available on request.

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