Independent Consultant Resume Hauppauge, NY - Hire IT People

SUMMARY:

An accomplished and highly skilled Service Delivery Manager and Customer Advocate with expertise in effective negotiation, strategic planning, escalation management, day to day operations management, vendor relationship management, partnering with internal & external clients, primary liaison, coordinating projects and service delivery. Skilled in assisting with solution adoption, end - user training and implementing process improvements. Adaptable, results driven self-starter with excellent problem solving and communication abilities.

PROFESSIONAL EXPERIENCE:

Confidential, Hauppauge, NY

Independent Consultant

Responsibilities:

Spearheaded the engagement strategy and execution, delivered value by understanding client business needs, managed opportunity pipeline and articulated service offerings to gain buy-in.
Oversaw the customer lifecycle to proactively drive adoption and align customer objectives to a successful roadmap.
Initiated and implemented regularly scheduled onsite meetings and conference calls. Successfully reviewed and resolved complex maintenance service issues
Proactively tracked and reported on KPI metrics; created and delivered business reviews with clients to demonstrate the value provided.
Directs, facilitates, and administers ITIL based service support processes and teams in the coordination of incident ownership and customer account management on a 24x7 basis
Coordinated projects and project resources, management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management
Provided timely escalations to leadership team and client stakeholders.
Demonstrated expertise in understanding the service delivery organization, engage other service teams to deliver timely and seamless services

Confidential, New York, NY

Service Delivery Manager

Responsibilities:

Built and maintained relationships with clients, helping educate and enable their ability to realize the full value of Carousel’s Services and products.
Proactively tracked and reported on KPI metrics; created and delivered business reviews with clients to demonstrate the value provided.
Ensured effective executive presence while building and strengthening client relationships including C-Level client partners.
Partnered with internal clients in establishing needed technical expertise while contributing to revenue growth
Performed strategic planning initiative in upgrading an Avaya Communication Manager product resulting in more efficient product performance
Established and maintained vendors meeting and exceeding company cost saving objectives reducing an hourly labor cost by $20.
Provided needed resources concerning client demands in both satisfying client expectations along with achieving company revenue growth projections.
Managed and coordinated service deliveries nationwide promoting quality service as evidenced by a high retention rate and conformance to Service Level Agreement (SLA).
Delivered managed services encompassing Nectar Reports in analyzing and providing information that identified product/network problems. Effort led to courses of corrective action.
Provided staff development through identifying short and long term employee goals involving 7 dedicated Technicians supporting a Pharmaceutical client and 6 dedicated Technicians supporting a Financial Services client. Conducted annual performance appraisals.
Supervised 13 Technicians which resulted in improved client support and satisfaction.
Initiated, developed and implemented improved client process document which consolidated client data while improving data accuracy and reducing down time.

Confidential, Cedar Knolls, NJ

Project Manager

Responsibilities:

Accountable for managing the deployment of Confidential & Confidential Layer 3 backbone and edge routers.
Managed and assisted on project upgrades and new installations of products and solutions within the Artech portfolio.
Identified deficiencies to service delivery which lead to product enhancements.
Designed, developed, and delivered quarterly business reviews with enterprise customers.
Drove increased engagement for new and existing customers; increased renewal rates and kept churn rate near zero.
Expanded revenue in accounts through up-sell and influenced future lifetime value through higher product adoption, customer satisfaction and overall health scores.

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Independent Consultant Resume

Hauppauge, NY

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