IT Service Delivery Manager/ Quality Manager Resume Frisco, Texas - Hire IT People

SUMMARY:

Pragmatic, results - driven, IT Service Delivery Manager with over ten years of experience integrating of ITIL philosophies and practices into support organizations.
Service-oriented and customer focused with a desire to drive process improvements across the IT environment, improving the customer experience.

AREAS OF EXPERTISE:

Effectively interacts will all levels of staff and management
Excellent Time Management skills
Strong organizational skills and attention to detail
Proven Strong Leadership skills and positive attitude with the ability to make consistent, sound and effective decisions with minimal direction
Service Now Expert
Agile/Collaborative Methodology
Agile/Collaborative Methodology
Microsoft Office and Suite Expert
Strong Windows and Linux skills
Performance Improvement Plans
Analytical and practical problem solving skills
ITIL Certified
Strong PMP Skillset
Strong Verbal & Written Skill
Strong Critical Thinking and Decision Making skills
Multiple Project Management

PROFESSIONAL EXPERIENCE:

Confidential, Frisco, Texas

IT Service Delivery Manager/ Quality Manager

Responsibilities:

Highly accomplished Service Delivery Manager with a verifiable track record of managing complex IT projects and exceeding expectations. Practiced in clarifying business requirements, performing gap analysis between goals and existing procedures/skill sets, and designing process and system improvements to increase productivity and reduce costs.
IT Operation Support Manager responsible for over 120 L1,L2,L3 Service Desk and NOC agents within the steady state of Exchange strategic portals, applications and infrastructure . Ensured that all overall system health, problem resolution and operational readiness.
Set and rotate service desk and NOC team on call schedules and system maintenance to support 24x7 operations.
Developed daily, weekly and monthly reports on help desk team productivity Developed daily, weekly and monthly reports on help desk team productivity
Performance reporting using service desk metrics
Problem Analysis identified Operational problem areas from Quality Audits and Incident Reviews reporting team scoring on focus areas
Develop service procedures, polices and standards
Project work associated to change management, knowledge management, incident management, problem management, risk management and quality management
Provide onsite soft skill training/technical training
Manage the agent training program
Problem Analysis identified Operational problem areas from Quality Audits and Incident Reviews reporting team scoring on focus areas
Interface a collaborative environment with project team members, business and technical owners, and other stake holders to establish a culture of trust and open communication

Confidential, Cary, North Carolina

Business Analyst/ IT Quality Manager

Responsibilities:

Presented Learning and Development's mission to enable performance improvement and professional excellence with a focus on behavioral, managerial leadership to new client prospect for HCL America such as (Shire Pharmaceutical, Chevron, Disney, BBT, Deutsche Bank, Adecco, Toyota Financial Service, Ann Taylor,
Lead a team of Technicians, Engineers, and Administrators in the technical support of 6,000 staff.
Established the Account Administration team as a new paradigm in mid-tier support.
Improved Desktop Support SLA met from 45% to 85% in 2009 to over 96% by the end of 2012.
Ownership of customer issues and follow problems through resolution
Troubleshooting Problems
Performance reporting using service desk metric
Problem Analysis identified Operational problem areas from Quality Audits and Incident Reviews reporting team scoring on focus areas

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It Service Delivery Manager/ Quality Manager Resume

Frisco, TexaS

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