STEVE PADILLA

At Teachers College, Columbia University, I reorganized 30+ client-services staff across media, classroom technology, service desk, and desktop operations, raising first-call closure to 96%+ and maintaining 96%+ CSAT. I also led modernization of student labs, digital classrooms, Milbank Chapel, Cowin Auditorium, VIP support, and 24/7 virtual technical assistance.

Previously at ClassLink, I built and directed onshore and offshore global support teams, improving first-call closure from 60–70% to 95%+ and helping achieve a 98%+ annual renewal rate and ISO 20000-1 certification. At NYU, I led a 60+ person client-services organization supporting roughly 200,000 annual interactions, improving incident closure from 40% to 90%+ and reducing email response time from five days to 30 minutes.

Across education, financial services, legal, real estate investment, and managed services, I build service desks, develop support leaders, strengthen incident and request processes, and create high-touch client experiences. I bring ITIL, HDI Support Center Director certification, service-management platforms, and fluent Spanish communication to global support operations.