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Service Delivery Consultant Resume

SUMMARY:

Driven and recognized IT leader with more than 20 years of experience in Technical Support, holds a Bachelor of Science, certificates in helpdesk and ITIL. Active Top Secret Clearance. Exemplary background of successfully turning - around underperforming technical support organizations, standing up new operations, and creating policy and processes. Takes pride in developing and engaging staff, has managed teams of more than 100 technicians; respected by colleagues, exemplifies the expression, leads by example and lives the culture. Experience includes systems security, desk-side support, call center operations and inventory; installation, configuration, add/move/modification of all versions of Windows, laptops, workstations, MAC, mobile devices, telephony and conventional office machines. Has an award winning history of excellence with outstanding corporations.

PROFESSIONAL EXPERIENCE:

Confidential

Service Delivery Consultant

Responsibilities:

  • Assist with capturing new business and growing the organization
  • Provide break-fix remote technical support to clients
  • Create and follow-up on invoices

Confidential

Customer Service Division Manager

Responsibilities:

  • Initiated the turn-around of an underperforming technical services division, established processes, procedures and implemented the existing Service Level Agreement (SLA), pulled nonfunctioning equipment, established a follow-up system, implemented password security measures supporting more than 500 end users
  • Crafted policies for network, helpdesk, email, Oracle, and mobile devices including password frequency and help ticket creation
  • Created and managed a Knowledge Base System to assist with resolving first call resolutions and work arounds
  • Managed the integration of Oracle and Taleo program transition and rollout, assisted with the oversight of the network, managed call center, desk side support, and inventory teams totaling 22 employees
  • Developed and maintained a cohesive relationship between Network Services and Technical Services that fosters unity and knowledge transfer across the teams improving the proficiencies of both groups and the level of service to the end users
  • Managed Tier 1 and Tier 2 technicians responsible for fixing, adding and modifying workstations, mobile devices, copiers, audio visual and telephonic equipment, ensures all incidents are resolved in a timely manner, monitors performance through weekly status reports and meetings that identify weaknesses, threats, anomalies and improvement strategies in addition to following ITIL framework
  • Managed the configuration and deployment of all IT equipment (laptops, desktops, HP and Xerox Copiers/Printers, iPhones, iPads) ensuring that the projects are on schedule and are properly budgeted
  • Created, instituted and facilitated company-wide brown-bag sessions to ensure all employees understand how to work efficiently with Office 2013, Taleo and Oracle
  • Managed, created, shared and integrated structural and non-structural information which resulted in quick break fixes and an efficient training methodology for Help Desk technicians and stakeholders
  • Implemented fire drill exercises and CPR training to ensure the safety of the organization
  • Maintained the building and parking lot, directing staff and overseeing the upkeep of equipment and supplies, Including overseeing maintenance workers, and custodial staff

Confidential

Program Manager

Responsibilities:

  • Led the turn-around team for an underperforming technical services division supporting more than 10,000 end users, managed program transition and rollout, oversight of the network, call center, desk side support, and inventory teams totaling 24 employees
  • Assisted with project planning and delivery, wrote procedures and discussed the delivery of projects and efforts requested from the government, strategized next steps regarding issues, concerns and improvements
  • Restructured the helpdesk operations by implementing the procedures detailed in the Service Level Agreement, created a ticket initiation, update and closure process with metrics that tracked response time and time to close ratios resulting in 98% First Call Resolution, 99.5% Network up-time and 100% SLA fulfillment
  • Designed a response organization based on the technicians’ capabilities to address the need level leadership, complexity of problem improving service satisfaction outcomes
  • Reestablished an onsite call center to field and direct calls to appropriate response teams, hired, trained and disciplined staff
  • Conducted weekly status meetings with executive leadership regarding new projects, upgrades and staffing

Confidential

Project Manager

Responsibilities:

  • Managed Service Desk operations of 3 divisions for a new award that encompassed the transition of incumbent staff; addressed job security, acclimation of new policies, procedures and measurables set, clear performance expectations, facilitated training, and employed team building techniques and exercises
  • Created and executed an electronic service system that addressed minor challenges enabling end users to resolve simple access issues; reduced trouble tickets by more than 60% which increased the Service Team’s ability to solve more complex issues and ensured the technical functionality of business units

Confidential

Business Unit Program Manager

Responsibilities:

  • Served as SME to corporate teams in developing strategies, plans and estimates for proposals to capture Desk Side Support and related business; created, wrote and presented innovations for Service Desk delivery capabilities
  • Benchmarked, drew upon experience backed knowledge to create and developed agile templates for best in class Service Desk/Helpdesk procedures and processes

Desk Side Support Manager/Customer Advocate

Confidential

Responsibilities:

  • Advised and developed strategic and tactical plans to improve service delivery for a 8,000+ employee government agency, directly responsible for a component consisting of 4000 onsite users, 1200 offsite users, 124 technicians and call center representatives, and the integration of 10 satellite offices
  • Developed performance metrics, generated performance analytics and trend reports to establish base-line measurements that increased the customer satisfaction index to 96-98% for First Call Resolution and 86-90% for desk-side support of a 2500 ticket per month customer
  • Designed and established an 24-hour onsite call center to address and route inquiries from mission critical technical and operations teams, hired and trained all supportive staff
  • Directed and provided hands-on support during an agency-wide hardware upgrade of HP5000, Dell, Micron and NCS workstations, laptops and BlackBerrys for responsible areas, ensured all necessary data transfers and peripherals were successfully installed; outcome: zero data loss, zero down time and 100% connectivity of onsite, remote and satellite offices; responsible for facility equipment, inventory tag and tracking, storage and donations
  • Served as Project Manager for major projects, involving cross-functional resources, including offsite equipment moves, major workstation deployments, integrating new locations and customers into existing operations

Confidential

Project Manager

Responsibilities:

  • Worked collaboratively with the Substance Abuse Mental Health Services Administration (SAMHSA) Project Officer to meet increased requirements and workflow during a 3-years of growth increasing their spend from $1.6 million to a $3 million and employee population increase from 400 to 750 users
  • Developed project plans, established performance criteria, monitored progress against plan, managed risks and provided sound technical consultation resulting in a very successful navigation of SAMHSA’s rapid growth period
  • Assumed management of all helpdesk operations for an underappreciated service unit, established an atmosphere of respect within 4 months by reviving policies and standards of delivery based on Service Level Agreements and proven tactical measures; successfully resolved roughly 500 help desk tickets per month driving the Customer Satisfaction Index to 98%
  • Directed managers, supervisors and lead professionals concerning desktop, network, and Internet support services, organizational roles, quality and assignment hierarchy, established the concept of VIP technical support ensured all technicians were skilled and had the cognition to support leadership
  • Advised corporate leadership regarding SAMHSA’s network vulnerability, developed security measures that improved surety of firewalls, login and email procedures mitigating network threat exposure
  • Assisted with the development of templates used for the Office of Management and Budget (OMB) submission booklet and other budget reports

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