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Service Delivery Manager Resume

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Atlanta, GA


  • Manage multiple implementation projects (Agile/Waterfall) methodology
  • Establishing and maintaining long - term relationship with the client.
  • Managing pre-sales product demo.
  • Monitoring and escalating incidents to appropriate team within SLA’s.
  • Primary POC during the implementation life-cycle.
  • Proactively engaging client on major software releases and gathering the feedback.


ITSM TOOLS: Remedy, ServiceNow, SNOW, Service Center, HP Service Manager, Jira, Clarity, IT-Track

Operating System: Win 7/8/8.1/10/2008/2012 R2, RedHat Linux, IOS Android, MacOSX (10.8/9/10/11/12 ), MS Visual Studio

OfficeSuite: GoogleDocs, Google Analytic,MSOffice Excel, MS Visio, MS Project, SharePoint, OneNote.

Networking Tools: TCP/IP, SMTP, SMNP, SolarWind, Hyena, ActiveDir, MS-Exchange.

Virtualization: VMware, ESX6, Hyper-V, Xen Server

Remote Tools: WebEx, Remote Desktop, LogmeIn, VNC, VPN, Skype

Development: Knowledge HTML, CSS, XML & Java, DB management, SQL Query

Reporting Tools: Crystal Report, SSRS Report, MS-Access Report

Database: SQL 2012,2014, MYSQL, MS Access, Excel, SharePoint.

Anti-virus Tools: Norton Suite, McAfee

Third-Party Application: Lawson, Ultipro, EMR, Compliance Mgmt Suite, E-Learning, AML System, Retail Banking System


Client Success Management, Team Management, System Configuration, Budgeting, Change Management, Incident Management


Confidential, Atlanta, GA

Service Delivery Manager


  • Monitoring and assigning incidents to team, keeping client up to date with their incidents and maintaining SLA’s; weekly incidents reviews and applying POA for resolution.
  • Managing change requests by reviewing logs test results, work with the client to plan out the deployment; assign the resource and monitor the implementation process start to end.
  • Managing the software releases by creating the scope, timeline, resources, cost and deliverable for the client.
  • Manage service desk team (local/offshore) from time-off to after hour support, conducting performance review, and recognizing for exceptional accomplishment.
  • Automate the weekly status incident report include (high priority, ongoing and repeated incidents).

Confidential, Roslyn, NY

Implementation Consultant/CSM


  • Working with sales for a product demon a pre-sales calls. Reviewing any requirements and making suggestion as needed.
  • Onboarding new client and kick-off the call by meeting onsite or via webex. Review project scope timeline and deliverable. Identify and mitigate the risks
  • Keep clients' portfolio update using Sales Force and (My Client DB) a home-grown software.
  • Customize implementation in order to meet client requirements such as (portal branding, creating custom reports, database management, writing sql query to search & update records, and configuring SSO within the system). Responsible of creating test script using user stories and conducting UAT with client.
  • Act as liaison between departments and the customer where escalation of critical service issues is required. Responsible of allocation resource and assigned task and tracking them against each task of the project in clarity.
  • Working with internal senior developer and senior product manager for any customization request, bugs patches, enhancement and track them using (Jira/HP Service Manager, SNOW).
  • Part of the QA team for testing functionality, fixes prior to the implementation.
  • Responsible for product training (onsite/virtual)
  • Conducting an onsite or webex call with the after post-go-live and doing lesson learn in order to improve the quality of service for future prospect.
  • Responsible of reviewing client accounts quarterly, by meeting onsite or via webex; identifying risks and mitigating within the given SLA’s

Confidential, Bloomington, IL

Implementation Coordinator/Help Desk Manager


  • Managed a help desk team in offshore that provide support 24X7; reviewing incident and maintain SLA’s with the clients
  • Coordinate post-startup activities with the internal offshore team (i.e. data gathering, scripting, environmental configuration, execution and reviewing process.)
  • Escalate issues with maintaining the rollout schedule, as needed, and manage to closure.
  • Built Windows VM’s create and testing using manual script windows client/server retail banking application.
  • Maintain DB test defects in SQL Server and create report using SSRS
  • Design workflow process and create test scripts, monitor in (HP Service Manager).
  • Monitor bug resolution and track success using HP Service Manager, & Jira

Confidential, Brooklyn, NY

Project Manager


  • Deploy successfully security software for High School in Tri-State area within the budget and on time.
  • Create and review project scope task and mitigating risks.
  • Attend weekly status call with the Head of the NYC school districts to review the project.
  • Responsible of managing project budget to prevent over exceeding the actual cost.
  • Managing team of 30 employee which include field technician, help desk, and developers to make sure we have covered all areas in order to serve the client within the given SLA’s.
  • Review team and performance and discipline if require which include verbal, written and firing the employee.


Desktop Manager/Application Support Analyst


  • Work in collaboration with developer on testing software by creating manual scripts, user stories used cases workflow process using visio.
  • Managed Asset Refresh project to upgrade over 3000+ user’s corporate wide i.e. (Desktop, OS, third-party software)
  • Managed Datacenter Migration project
  • Managed BMC Remedy System project include team training.
  • Worked with auditor to make sure appropriate measurement have been placed to protect client related data’s
  • Responsible of monitoring ticketing system include high priority tickets and providing solution within the given SLAs.
  • Responsible of managing team which include lunches, on-call rotation, after hour support, incident ownership and performance review.
  • Weekly status call to review on going high priority issue and discussing the resolution as a team.

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