Patrick Caswell

Experience

• Service Desk Manager / Service Delivery Manager - Telespace LLC. (Parent Company: Endeavor Managed Services)

  Full-time

  2013 - Nov 2025 Served as the end-to-end owner of the operational technology ecosystem, providing architecture, administration, automation, governance, integration, and continual improvement across enterprise platforms supporting managed services.
  Directed IT Service Desk operations supporting Microsoft 365, Google Workspace, Cisco collaboration, cloud infrastructure, enterprise networking, and customer environments.
  Architected, administered, and integrated ServiceNow, Salesforce, Okta, Duo Multi-Factor Authentication, Google Workspace, Google Cloud Console, Zoho Lifecycle applications(ManageEngine ServiceDesk Plus), along with multiple custom legacy client systems.
  Designed and implemented numerous automation and business process improvement initiatives that consistently reduced operational costs, streamlined workflows, and improved service quality. Representative initiatives included over $1M in licensing cost avoidance, elimination of 40+ labor hours per week, and 90% reductions in deployment effort. Led and configured all enterprise ticketing system configuration, API integrations(Internal and External), reporting, workflow modernization, UAT testing, and drafted and performed all remediation and continual improvement for Telespace LLC, our parent company Endeavor Managed Services and additional subsidiaries.
  Performed the majority of technical training, cross training and onboarding for all Service Desk staff, client technical staff, and client end users on any technology used internally or externally, and performed countless product demo presentations for prospective accounts while providing support as a subject matter expert for voice and video over IP Technology(Cisco, Microsoft, Zoom) and ServiceNow for clients across multiple industries(Finance, Healthcare, Insurance, Industrial, Legal, and the Department of Defence).