BRETT PATTERSON

Randolph, New Jersey 07869 ▪ bpatters01@aol.com ▪ 973.252.7665

IT SERVICE MANAGEMENT
Continuous Improvement ~ Process Management ~ Customer Relationship Management

Accomplished service management and process improvement leader combines multiple ITIL certifications with Six
Sigma training and a track record directing global teams. Results-oriented, decisive leader, with proven success acting as
a critical change agent to drive continuous improvement and cost reductions into IT service management organizations.
Highly analytical with an aptitude for quickly understanding IT service delivery and support processes, ensuring
alignment of solutions with enterprise goals and objectives. Core competencies include:
Strategic Planning ITIL Service Management Team Building & Leadership
Scorecard Initiatives Process Design & Reengineering Training & Mentoring
Process Improvement Vendor & Co-source Management Policy Development/Compliance

PROFESSIONAL EXPERIENCE
ERNST & YOUNG, LLP – Secaucus, New Jersey 1998–Present
Associate Director—Continuous Improvement Global Program Lead (2009–Present)
Lead 12-person team spanning locations in North America, South America, Europe, and Southeast Asia. Direct
continuous improvement and tool consolidation, analytics and KPI reporting, as well as Remedy system user
administration. Drive organizational cost reductions and savings through service management tool
standardization. Examine business needs to design and implement system, process, application, and training
enhancements. Facilitate leadership KPI reviews to establish improvement objectives and prioritize corrective actions.
 Formulated ITIL and Six Sigma-based models to drive process improvement and cost reductions, strengthen
continuous improvement training regimens. Orchestrated core operational KPI management reviews driving
a 38% improvement across key operational measures.
 Managing sponsor for SaaS-based Enterprise Service Management solution evaluation, with recommended
RFP valued at $2M.
 Managed shift in team resourcing strategy to leverage low-cost in-house and co-sourcing alternatives.
Associate Director—Incident Management Process Manager, Global Operational Services (2005–2009)
Directed Global Operational Services incident management process, collaborating with key stakeholders to identify
improvement opportunities. Oversaw development and delivery of web-based process training services. Instituted
process compliance reporting. Coordinated enhancements and upgrades of infrastructure tools and applications.
 Leveraged Six Sigma quality methodologies to streamline incident management process, improving on-time
incident resolution rate from 73% to 96% while increasing accuracy of problem case relationships by 32%.
 Generated 26% improvement in case recording compliance in 2-month time frame.
 Facilitated organization incident process migration from Remedy 6.0 to Remedy 7.5 release complete with
onboarding guides and effective team training modules.
Associate Director—Problem Management Process Lead, Global Operational Services (2003–2005)
Championed design, implementation, and organization training for E&Y’s Problem Management Policy and process
throughout the U.S., the U.K., and Singapore global datacenters. Evaluated compliance and performance levels
through analysis of statistical sampling, survey feedback, and interview sessions. Oversaw integration and alignment
of problem management process with existing incident, change and configuration management processes. Coordinated
implementation of tools and methods to drive organizational process improvement and policy adoption.
 Launched Problem Management endeavor from scratch, gaining level 3 maturity within 18 months.
 Established robust process standards to help operation teams meet expected turnaround times based on
operational level agreements and customer expectations, significantly improving customer satisfaction.
 BRETT PATTERSON
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bpatters01@aol.com ▪ http://www.linkedin.com/in/bpatters01 ▪ 973.252.7665

Associate Director—Metrics/Hosting Service Manager (1998–2003)

Coordinated development and administration of business metrics and balanced scorecard reporting. Prepared detailed
analyses on datacenter hosting strategies and technology asset management solutions. Designed and documented formal
asset tracking and repository processes for 2K+ assets. Oversaw monitoring and analysis of datacenter P&L.
 Established IT hosting charge back framework to accurately recover more than $32M in datacenter
expenses. Managed colocation assessment and costing valued in excess of $4M.
 Served on team that guided sales of shared services to aid recovery of $4.5M in potentially stranded costs.
 Secured more than $500K in annual savings and cost avoidance by jointly developing RFP for contract
programming services.
 Directed development of CIO scorecard and reporting of monthly key performance metrics to identify
problematic areas, drive financial and operational performance improvements.

ADDITIONAL EXPERIENCE
ELECTRONIC DATA SYSTEMS (EDS) – Plano, Texas (1985–1998)
Service Area Manager/Senior Purchaser/Product Manager
 Hired as Account Services Representative and quickly promoted to Account Services Manager, then Product
Manager, Customer Engineer, Senior EU Telecom Purchaser, and Service Area Manager.
 Oversaw provision of network, telecommunication, help desk and support services to current and prospective
high-technology manufacturing clientele.
 Served on elite team that secured 10-year IT outsourcing agreement with Motorola through collaborative
requirements identification, analysis, and solution design.
 Transformed performance of failing VSAT satellite product offering, overhauling pricing and costing to reverse
annual loss of $1.2M into profitable gains.
 Recognized for capturing more than $1M in annual savings by aggregating EU telecom spending programs.

EDUCATION AND CREDENTIALS

Bachelor of Arts in Business Administration with Operations Management & MIS Focus
California State University, Stanislaus – Turlock, California

ITIL Certification Programs

ITIL V3 Expert ~ ITIL V2 Service Management Certification ~ ITIL Practitioner Certifications: Service Level,
Financial, Incident Management, Service Desk ~ ITIL Foundations Certification

Six Sigma Green Belt Certification ~ Certified Information Systems Auditor (Passed CISA exam)
Certified Procurement Manager (NAPM-expired) ~ Certified Toastmaster (CTM)

Affiliation: Former Board of Directors Member, Easter Seals of New Jersey

PUBLICATIONS & PRESENTATIONS

B. Patterson and J. Thoreson, An Executive Overview: Killer Business Scorecards. 2000.
B. Patterson, Construct for IT Systems & Process Value Delivery. Presented to the New York Chapter of the AMA. 1999.
B. Patterson, R. Harenchar, S. Price and J. Fitsimmons Global Program Management Office. 1998.