Director

Thomas Patterson

425-***-**** **********@*******.*** Seattle, Washington

www.linkedin.com/in/thomas-patterson-4176a49/

● 15+ years of IT experience managing global teams and enhancing IT operations, achieving a 70% boost in user satisfaction.

● Directed IT asset management initiatives with 98% accountability across 500+ assets, strengthening operational efficiency.

● Consistently managed vendor relationships and compliance reporting to support uninterrupted end-user services in dynamic environments.

WORK EXPERIENCE

Promethean Seattle, WA

IT Director Oct 2018 –

● Led a global support team of nine for 1200 users and 50 consultants, boosting overall IT operations and increasing user satisfaction by 70%.

● Orchestrated cross-functional teams to deliver high-quality projects on time and under budget.

● Developed robust process documentation to support evolving business models and maintain operational consistency.

● Implemented a live triage system for Tier 1 support, cutting operational costs by 20%.

● Built a comprehensive knowledge base and self-service portals, cutting resolution times by 70% and reducing inquiries by 30%.

● Managed IT operational budget and vendor contracts, ensuring cost controls and regulatory compliance.

● Applied ITIL best practices daily to streamline incident, problem, and change management processes, enhancing service reliability and team efficiency across global support operations HTC Seattle, WA

Manager of Technical Support May 2013 - Sep 2018

● Developed end-user training programs that elevated user proficiency and decreased support tickets by 20%.

● Optimized computer imaging process, slashing hardware setup time from two days to four hours.

● Oversaw IT asset inventory with 98% accountability for 500+ assets in six months.

● Directed migration of 500+ users to Office 365, ensuring minimal downtime and improved collaboration.

● Enhanced end-user services by streamlining system migrations and support processes. Colliers International Seattle, WA

IT Operations Support Lead Jun 2011 - Apr 2013

● Led a three-member team managing IT infrastructure operations, including servers, networks, and end-user support.

● Completed migration of all employees to Office 365 in three months, enhancing overall productivity.

● Cut annual operational costs by $500,000 through strategic vendor management and contract optimization.

● Delivered advanced technical support that minimized disruptions and upheld high service quality.

● Spearheaded change management initiatives during system upgrades, reinforcing efficient IT operations. EDUCATION

United States Navy San Diego State of Training Command/Assignment San Diego Information Systems Technician, IT Communications

Youngstown State University

B.A., Health Science and Ethics

CERTIFICATIONS

Certified Atlassian Agile Project Management Professional Jan 2024 Zendesk Customer Service Professional Jan 2025

Zendesk Suite Certified Jan 2025

SKILLS

IT Operations & Support: IT Operations, IT Support, End-user Services, System Monitoring Asset & Budget Management: Asset Management, Budget Management, IT Budgeting, Hardware Lifecycle Management

Compliance & Change Management: Compliance Reporting, Change Management, Regulatory Compliance, Documentation Management

Vendor & Application Support: Vendor Management, Application Support, IT Systems, Technical Support

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