Service Delivery Manager Resume

SUMMARY

Manage Office 365 users, groups, and licenses, and configure delegated administration.
Plan and configure client connectivity to Office 365.
Plan and configure directory synchronization between Azure AD and on - premises AD DS.
Plan and implement the deployment of Office 365 ProPlus.
Plan and manage Exchange Online recipients and permissions.
7 years managing IT Service Delivery/Project Coordination
Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities
Leading teams in an SLA and metric driven environment.
Experience with analytical software tools such as Tableau.
9 years of experience in Break/Fix Support, PC Imaging & Deployment
Troubleshooting Ethernet Services (interconnect local or wide area networks)
Remote Desktop Support
WAN and TCP/IP experience and Windows Active Directory
Experienced in various ticketing systems as SCCD, Tivoli, Remedy, Triactive, Maximo, Service Now

PROFESSIONAL EXPERIENCE

Confidential

Service Delivery Manager

Responsibilities:

Responsible for aligning information technology planning with the business strategy.
Analyze Service Desk reports and metrics. Take corrective action as needed.
Lead process and quality improvement initiatives at the Service Desk to support operational needs. Implement defined processes improvements
Develop and maintain staff levels and schedules to provide adequate support coverage.
Initiate action to ensure problems and escalations are addressed promptly and appropriately. Troubleshooting and remediation where and when necessary
Participate in the development of IT budgets. Track and take appropriate steps to stay within budget.
Participate and provide input to SLA development process. Ensure internal SLA's are met.
Meets regularly with team to gather work statuses. Discuss work progress and obstacles. Provides advice, guidance, encouragement and constructive feedback. Ensures work, information ideas, and technology flow freely among the section.

Confidential

Lead Systems Analyst

Responsibilities:

Responsible for resolving all incidents and tickets escalated for resolution.
Train Tier I Service Desk personnel on higher level functions and task.
Submit and process all onboarding IT New Hire requests.
Deploy and support Microsoft Office 365 to 20,000+ users.
Work with the business to develop and document all processes associated with new systems and/or applications being released into the production environment.
Collaborate with development staff to recreate problems in the test environment.
Actively contribute to ongoing process improvement.

Confidential

Lead Field IT Analyst

Responsibilities:

IT support for over 1800 users.
Support Desktop, Network, Cisco VPN, Nortel VPN, Printers, Avaya PBX/Phone System, and Blackberry support.
Cisco IP Soft support
MC 67 handhelds support iPhone and Android phone support
Utilize Active Directory, Remote Desktop, Bomgar Remote Desktop, BES Server, RSA tools, Telsoft Mobility Manager, and Tivoli Ticketing System
Migrated 1800 users to Windows 7

Confidential

Help Desk Analyst

Responsibilities:

Provide first line response for users requiring assistance with information technology issues and problems.
Respond to requests for technical assistance by phone, email and/or using a help desk management system.
Track issues to resolution updating the internal knowledgebase and/or communicating learnings with relevant business units.
Knowledge of the ITIL methodology, change management processes and risk management processes.
Escalate more involved problems to the appropriate Tier 2 and Tier 3 support teams.
Update daily status reports and shift handover reports.
Act as a liaison between customers and technical escalation teams.
Provide a single view to the organization for information technology related problems.