Service Delivery Team Leader Resume Milwaukee, WI - Hire IT People

SUMMARY:

Seasoned IT Professional, successful at leading technical teams to meet and exceed customer expectations.
Strong leader with demonstrated ability to work effectively with individuals and teams at all levels, and in all functional areas.
Known for ability to embrace change and new technologies to achieve operational excellence.

TECHNICAL SKILLS:

Process Improvement Standard Process Development Customer Oriented Training / Mentoring Team Leadership Bi - Lingual English/Spanish ITIL/LEAN Methodology Attention to detail Scheduling Vendor relations Project Management Problem solving

PROFESSIONAL EXPERIENCE:

Confidential, Milwaukee, WI

Service Delivery Team Leader

Responsibilities:

Responsible for managing IT projects and schedules as well as field all customer escalations for technical issues.
Work with vendors and in-house technicians to assure SLAs compliance and customer satisfaction.
Create and maintain operation policies/procedures, scheduling, quality assurance, reporting and inventory reconciliation.
Report out to key stakeholders with vital information to the health of the project.
Worked on multiple IT projects, including migration of the customer’s phone system to a VoIP system at over 100 locations throughout the country.
Identify, prioritize, and communicate all system and process issues that affect productivity and efficiency, and provide input and support for necessary improvements.
Remote and onsite client support.

Confidential, New Berlin, WI

Deployment Center Team Leader

Responsibilities:

Responsible for day to day operations of 10-15 technicians. Direct the team on their daily assignments, and serve as the primary escalation point for all technical issues.
Created and maintained operating procedures for all different technical positions.
Managed daily technician schedule, including time off and techs on leave.
Assisted IT Manager with new technician hires.
Worked on multiple projects, including migration of the customer’s 24,000 assets to Windows 7 and Microsoft Office 2016; onsite training of Helpdesk technicians in Mexico and others.
Implemented a self-swap exchange process for the customer’s 24,000 leased assets, minimizing user downtime, and use of expensive technical resources.
Support for internal systems, including servers, Virtual Machines (VMWare) and asset management databases.
Worked directly with the customer, and supported the introduction of new technologies, like a MacBook user program.
Managed parts aging, as well as ordering, via both warranty and non-warranty claims.
Responsible for troubleshooting and repair of customer laptop, desktops and mobile devices, as well as assist on multiple projects, as requested.
Setup new client computers, both PC and Macs for remote and local users
Troubleshoot and repair of customer’s hardware, including laptop, desktops and mobile devices
Experience replacing hardware on PC’s, including video cards, memory, CPU and PCI cards
Responsible for successful data migration of user’s data during refresh periods
Always met customers SLAs for repair and turn-around time.
Performed over 1500 data recovery tasks, with 95% success rate.

High Availability Team Analyst

Confidential

Responsibilities:

Responsible for monitoring Confidential critical systems globally, including web applications, server and network infrastructure, using multiple tools, whilst meeting strict metrics and SLAs.
Drove, from beginning to end, over 20 calls per day on multiple issues.
Engaged responsible teams available, or on-call, driving the quickest resolution and minimizing system down time.
Triage failures, and determine response needed per established escalation matrix.
Worked with multiple teams, to determine root cause analysis, and provide to upper management.

Confidential, Milwaukee, WI

Field Support Engineer

Responsibilities:

Level two escalation point for the helpdesk team, both for remote users, as well as the local Corporate office in downtown Milwaukee.
Handled all technical escalation calls from the helpdesk
Travel when required to remote facilities throughout the country, for troubleshooting and repair of PC desktop, laptops and printers.
Respond to support calls at the local Corporate office in downtown Milwaukee.

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Service Delivery Team Leader Resume

Milwaukee, Wi

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