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Patrick Caswell is a seasoned Technical Support Manager at TeleSpace LLC, overseeing a service desk team that provides comprehensive support for Cisco HCS solutions. With experience managing personnel and enhancing service delivery through reporting and analytics, Patrick focuses on continuous improvement by designing tools and training programs. Previously, as a Support Analyst II, Patrick served as a liaison between service desk personnel and engineers, configuring advanced workflows in Service Now to optimize user experience and backend processes. Earlier in their career, Patrick worked as an IT Consultant and Troubleshooter at Kforce Inc., supporting USAA's IT Service Desk while gaining valuable insights from the Support Manager.