Service Delivery Manager Resume

SUMMARY

Over 5 years of experience in Application Support, Servers, Network/Telco, Security, Software Delivery/Packaging, Programming, and IT Operations.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Service Delivery Manager

Responsibilities:

Manage IS Service Delivery functions in the Chilean region, supervising 1 local IS Technician to provide business - critical technical and operational support within an ITIL framework.
Oversee the performance of the incident management process and act as an escalation point for service issues requiring management intervention or attention.
Act as the main point of contact for local projects including, but not limited to, the opening and closing of site and project offices.
Escalate issues and problems to senior technology teams and managerial staff to ensure business and desired client outcomes are achieved and maintained.
Identify and implement process, performance, cost reduction and quality improvement opportunities.
Responsible for several Financial Management aspects; budgeting, control of costs, billing, invoicing etc. associated with services.
Implement cost reduction initatives. Reduced overhead cost by an estimated $100,000 in the first year.
Maintain local vendor relationships,
Quarterly travel to South America and frequent travel within the Continental US.

Confidential

Information Systems Service Delivery

Responsibilities:

Provide L1 & L2 technical support to over 160 internal employees and 5 offices, both remote and local. including troubleshooting network issues and new switch and wireless access point configurations.
Deploy, configure, and maintain Cisco UCS servers.
Configured MDT to improve image deployment time as well as reduce hardware delivery time to the employee.
Assist with hardware and software procurement for the offices under my responsibility.
Frequent travel to all remote offices.

Confidential

IT Support Technician

Responsibilities:

Provide support to clients in an MSP environment.
Maintain accurate knowledge base and keep track of work orders in Autotask ticketing system.
Travel to client sites to perform break/fix support.
Perform whole office deployments for new clients, such as configuring their server, domain, and other hardware and software.

Confidential

Software Developer Intern

Responsibilities:

Work under supervision to create new code or modify existing code in various programming languages including HTML, CSS, PHP, and SQL.

Confidential

IT Technician III

Responsibilities:

Worked under minor supervision repairing, installing, and maintaining systems on campus.
Assigned multiple projects to carry out while the full-time staff was unavailable.
Resolved work order tickets using HP Service Center.
Worked without supervision to provide on-site support to faculty, staff, and students.

Confidential

IT Technician

Responsibilities:

Worked under close supervision repairing, installing, and maintaining systems on campus.
Created work order tickets using HP Service Center.

Confidential

Work Study - IT

Responsibilities:

Responsible for providing general information to faculty, staff, and students.
Basic troubleshooting of issues.
Worked under supervision in order to provide support to active classrooms and computer labs.