Richard Palmer

Regional Technology Service Manager

Professional Overview
Richard Palmer is an experienced technology service management professional with a strong track record of delivering high-quality IT support and infrastructure solutions. As the Regional Technology Service Manager at Perkins Coie LLP, he is responsible for overseeing the delivery of end-to-end technology services to a diverse portfolio of clients across the Pacific Northwest region.

Experience Summary

Current Role
As the Regional Technology Service Manager at Perkins Coie LLP, Richard leads a team of IT professionals in providing strategic technology consulting, service delivery, and project management support. He is responsible for aligning technology solutions with the firm's business objectives, ensuring optimal system performance, and driving continuous process improvements. Under his leadership, the regional technology team has achieved a 95% customer satisfaction rating and a 15% increase in operational efficiency.

Career Progression
Prior to his current role, Richard held various IT support and consulting positions at Nextworks, LLC, where he steadily advanced from a Service Desk Analyst to an IT Support Manager/Senior Consultant. In these roles, he spearheaded the implementation of a new service desk ticketing system, which resulted in a 20% reduction in response times, and played a key role in the successful migration of a major client's IT infrastructure to the cloud.

Before joining Nextworks, Richard gained valuable experience in the insurance industry, serving as a User Support Center Agent at Liberty Mutual Insurance and a Service Desk Analyst at MVP Health Care. These roles provided him with a strong foundation in customer service, incident management, and technology troubleshooting.

Academic Background
Richard holds a Bachelor of Science in Information Technology from the University of Washington, where he graduated with honors. During his studies, he specialized in network administration and system design, and was recognized for his leadership in the university's IT student organization.

Areas of Expertise

• IT service management and delivery

• Technology infrastructure design and implementation

• Cloud migration and integration

• Project management and process improvement

• Stakeholder engagement and client relations

• Team leadership and talent development

Professional Impact
Richard's contributions have been recognized through several industry awards, including the Nextworks "Excellence in Client Service" award in 2022 and the Perkins Coie "Innovation Champion" award in 2023. He is an active member of the Information Technology Service Management (ITSM) Forum, where he has presented best practices for improving service desk efficiency and enhancing the client experience.

Conclusion
With over a decade of experience in the technology industry, Richard Palmer has established himself as a versatile and results-driven IT service management professional. In his current role at Perkins Coie LLP, he continues to drive innovation, optimize operational performance, and deliver exceptional technology solutions that enable his clients to achieve their business goals.