Service Delivery Manager Resume

SUMMARY:

A technically sophisticated professional with management and consulting experience. Confidential has a proven ability to lead and collaborate at all levels of the organization to deliver results. He is recognized as a creative problem solver committed to identifying strategies that provide the greatest value to the organization.

AREAS OF EXPERTISE:

ITIL v3
Ansible, Vagrant, Jenkins, Maven, Gihub, Amazon AWS (EC2, ELB, Cloudwatch)
Process improvement
Citrix XenDesktop, XenServer
Service delivery management
Splunk
Project management Methodology (Agile, SCRUM, Kanban, Waterfall, UML)
Riverbed Application Performance Management Suite, Compuware Gomez APM, SiteScope
Conflict resolution
Parasoft JTest
Operational Maturity
Documentum 5.x, 6.x, 7.x
DevOps
Websphere, Weblogic, JBoss, Apache, Tomcat

EXPERIENCE:

Confidential

Service Delivery Manager

Responsibilities:

Spearheaded the implementation of a DevOps culture (Continuous Integration & Delivery) resulting in 25% improvement in code quality.
Leveraged Amazon Cloud to improve scalability and availability of business applications.
Enabled real - time application monitoring and alerting with Splunk (Operational status dashboard).
Drive process improvements through automation to improve time to market.
Responsible for generating monthly executive summary reports.
Drive initiatives to improve availability and security of the platforms hosting the S&P Ratings applications.
Manage multiple projects with varying budget constraints.
Manage offshore/near shore resources to ensure deliverables stay on track.

Confidential

Operation Manager

Responsibilities:

Manage a global team of Documentum System Administrators to provide 24x7 support.
Manage and coordinate monthly application releases to facilitate smooth transition of enhancements/bug fixes to the production environment.
Implemented structure to an unstructured support team by defining roles and responsibilities, which align to the business segments.
Drive initiatives to provide stability and security to the platform hosting the Documentum applications (i.e. encrypt service account passwords).
Ensure defined SLAs with the business are met and drive initiatives to exceed SLA adherence.

Confidential

Senior Consultant

Responsibilities:

Solution Architect for Confidential ’s content management system upgrade.
Plan and recommend system architecture changes to improve performance and reduce costs by leveraging virtualization.
Write and execute validation documentation (i.e. IQ/OQs) conforming to Confidential 21 CFR Part 11 regulation.
Create Project plans and provide weekly management status reports.
Work with EMC support engineers to resolve or work around product installation/deployment issues.

Senior Systems Analyst

Confidential

Responsibilities:

Manage Incidents/Problems in accordance with ITIL standards.
Conduct interviews and demo sessions with business streams to gather functional/user requirements.
Project/technical lead in Documentum 5.3 sp2 upgrade to 6.5 sp2.
Maintain knowledge base and FAQs for known issues.
Create and maintain product installation SOPs.

Systems Administrator

Confidential

Responsibilities:

Troubleshoot and maintain corporate LAN/WAN equipment (routers, switches).
Administer VMware ESX servers utilizing Virtual Center and MUI.
Administer Citrix Farm
Maintain and setup data backups/restore strategies under strict Confidential regulations.
Implemented a help desk ticketing system using Footprints to track Service Level Agreements.

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