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Bleu Patino

@bleupatino

Message

I lead remote service desks, improving ITSM outcomes, SLA performance, and distributed-team support.

United States

Message

What I'm looking for

I'm looking to lead remote service desk and IT service management teams, improve service delivery through measurable ITSM processes, and build capable support teams in a distributed environment.

I've led remote IT service delivery for the State of Colorado, improving ServiceNow and Jira Service Management workflows to reduce MTTR by 28% and raise first-contact resolution to 85%.

I manage queues, staffing, escalations, capacity planning, hardware lifecycles, vendors, budgets, and team development for distributed support operations. I also build knowledge resources and incident processes that reduced recurring ticket volume by 35%.

Across Community Reach Center, Goodwill Industries of Denver, and BT Conferencing/Wire One, I've supported large user populations, strengthened HIPAA and PCI DSS compliance, administered Active Directory and Microsoft 365 environments, and developed high-performing support teams.

Experience

Work history, roles, and key accomplishments

Service Desk Manager

State of Colorado

Jul 2023 - May 2026 (2 years 10 months)

Managed remote service queues, staff allocation, escalations, SLA tracking, and capacity planning within an ITIL-aligned ITSM framework. Updated ServiceNow and Jira Service Management workflows, reducing MTTR by 28% and raising FCR to 85%.

Help Desk Manager

Community Reach Center

Nov 2019 - Jul 2023 (3 years 8 months)

Directed high-priority incident management pathways and virtual queue operations supporting more than 2,500 end users. Enforced HIPAA compliance across remote technical support operations, access management, and endpoint protection in healthcare environments.

Help Desk Manager

Goodwill Industries of Denver

Feb 2014 - Nov 2019 (5 years 9 months)

Led technical and tier-level support for multi-location desktop hardware, operating systems, and networking in retail and office environments. Maintained PCI DSS compliance across POS systems, user access controls, and endpoint payment infrastructure.

Technical Support Desktop Hardware Operating System Networking Retail Office PCI DSS POS systems Access Control Endpoint Security Active Directory User Account Management Password Resets Security Groups Troubleshooting Documentation Technical Guides Incident Escalation

IT Administrator / End User Technology

BT Conferencing / Wire One

Feb 1998 - Dec 2014 (16 years 10 months)

Promoted to manage high-tier technical support for 400+ on-site, remote, and field-based personnel globally. Performed advanced systems administration and diagnostics to identify systemic issues, enhancing infrastructure reliability and reducing downtime.