SUMMARY:

• I have nineteen years’ experience leading cross - functional teams in the Information Technology industry.
• Established reputation as a strong program manager able to get difficult, complex and demanding projects completed on time and within budget.
• Strong execution skills combined with edge.
• Excellent communication skills that include a major focus on customer advocacy.
• Extensive experience in many aspects of customer service and information technology including: Project Management Leading Cross Functional Teams Authoring Functional Specifications Executive Presentation Skills
• Operating System Technical Support Web Site Hosting Customer Support Leading ISO9000 / ITIL Foundation Performing defect and trend analysis

COMPUTER PROFICIENCIES:

OS: All Microsoft Windows Platforms, RedHat Linux, AIX, SUNSoftware Proficient with all mainstream software packages, especially Microsoft and Lotus Products, as well as most graphics and Internet packages

EXPERIENCE:

Confidential

Service Delivery Manager - Data Center and Cloud Services

Responsibilities:

• Ensuring that the technical delivery of all services meets quality, scope and service level requirements
• Ensuring that all changes and other customer service requests are fulfilled timely and correctly
• Manage client outages and experience executed Major Incident Management - drive, coordinate and push for resolution.
• Grow portfolio of services and increased services scope
• Management of Business Unit requests for service proposals, project estimates, changes in services and additional services on behalf Data Center Service
• Work with DCS Business Management Office (BMO) to provide Business Unit pricing strategies and annual budgets
• Leading problem resolution efforts and post-incident reviews.
• Scoping, planning and managing small or routine projects within the IT environment.
• Building and maintaining strong working relationships with all levels of Confidential and customer IT personnel.
• Maintaining a detailed understanding of Confidential service offerings, delivery processes and technical capabilities.
• Identifying, documenting and implementing process improvement initiatives.
• Evaluate enhancements and cost estimates for existing or new service offerings
• Scoping, validating and managing new service offering opportunities
• Establish operational processes and management systems to provide linkage from DCS to the GIS Vertical.
• Managing monthly SLAs and SLO’s and driving continuous improvement

Confidential

Sr. Service Delivery Manager

Responsibilities:

• Distribution sector. Complex Project Determine Problem Impacts and communicate with customer
• Responsible for crisis management (asses’ business impacts, and drive problems to closure)
• Focal point for Delivery and Industry Executives and/or customer for all delivery center issues and concerns.
• Manage customer escalations
• Ensure proper focus is expended by the Delivery Center to system and application problems.
• Represent Service Delivery Center at required customer meetings.
• Single point of contact for Delivery Executive and customer during outages
• Manage Request For Service (RFS) process
• Main Interface to customer for issues with IBM delivery, Owner of Account SLA Performance.
• Review and summarized monthly availability statistics with customer.
• Lead with account financials - interlock, fall plan, Resource Units etc.
• Responsible for account ARC/RRC reporting and coordination.
• Cross Tower Management including, Middleware (WebSphere, IIS and SAP) Database (Oracle, MS SQL and DB2) Disaster Recovery and Network.

Service Delivery Manager

Confidential, New York

Responsibilities:

• Operational contract knowledge, escalation of non-compliance with contracted services
• Escalation focal point for Confidential site personnel for delivery issues in the metro campus
• Responsible of resolution of end user escalation for site.
• Responsible for identifying and recommending correction actions in IBM skills performance to DPE and IBM project office
• Responsible for producing weekly root cause analysis on failed tickets for the metro campus
• Responsible for maintaining and reducing (as applicable) costs of delivery for desk side and identifying cost reductions in other areas as appropriate to DPE
• Review of Customer Deliverable reports with the customer
• Responsible for customer and end user satisfaction with IBM onsite delivery team.
• Day-to-day technical direction to onsite technical team leads and staff, monitoring workload balance and staffing plans for metro campus
• Installation and setup of servers.
• First Line Support/Troubleshooting of Ethernet infrastructure (Hubs, switches, wiring, etc.)
• Problem determination, Root-Cause-Analysis.
• I/T Specialist 2/98 through 3/99 at Texaco Inc. Headquarters
• Team Lead for Executive Support.
• Provided dedicated desk-side support for Texaco’s executive population including the chairman and CEO.
• Developed site-wide Windows NT images
• Project Coordinator Windows NT workstation 4.0 roll-out Tivoli pushes
• I/T Specialist at IBM Mount Pleasant
• Designed and implemented small desktop projects
• Delivered desktop support to IBM clients including the Executive Briefing Center (EBC)