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It Service Delivery Manager Resume

Los Angeles, CA

SUMMARY

  • Hands - on, data-driven Senior IT Professional with over 20 years of experience designing, developing, supporting, implementing, and managing enterprise service desk, field services, and data network support services.
  • Proven success building scalable IT infrastructure and operations within the medical, manufacturing, financial, and government sectors.
  • Broad knowledge of ITIL, global IT service desk technologies and platforms, and support solutions and processes. A customer advocate focused on cultivating and leading high-performing teams to deliver mission-critical projects that align with SLA and stakeholder expectations.
  • Passion for improving and simplifying support processes by building new systems that yield a better customer experience.
  • Collaborative communicator and thought leader with exceptional management, organization, analytical, and problem-solving skills.

AREAS OF EXPERTISE:

  • Technical Operations Leadership
  • Project Planning & Management
  • Team Building/Leadership
  • Regulatory Compliance Policy
  • Strategic Direction
  • IT Facility Build - out & Support
  • HDI/ SDI Methodology
  • Workflow Management
  • Service Request Automation
  • Incident Management & Reduction
  • Asset Management
  • Service Desk Management
  • Process Design & Improvement
  • Relationship Management
  • Cost & Process Analysis
  • Vendor Management
  • ITIL Development Enterprise Management
  • Data Collection & Analysis

TECHNICAL SKILLS

Platform: Windows (XP/Win7/Win10), MAC, Citrix, VDI, XenApps, EPIC, Cerner, Allscripts, VPN, VMware, Cisco (Phone/Switches/Routers), HP(Servers/Switches), Dell (Servers), Avaya, AWS, Azure, Blockchain, Satellite, RF

Processes: ITIL, Lean, ISO 9000, ISO 20000, HDI, SDI, Help Desk/NOC operations and methodologies

Software: LANDesk, EasyVista, ConnectWise, ServiceNow, Cherwell, BMC Remedy, Siebel Systems, Atlassian (Jira/Confluence/Trello), MS(Office/Visio/Project), SQL, Power BI, SharePoint, Security, Remote Software

Devices: Servers, Desktops, Laptops, Switches, Routers, Access points, iPhone, Android, Blackberry, IOS devices, TCP/IP, Printers

PROFESSIONAL EXPERIENCE

Confidential, Los Angeles, CA

IT Service Delivery Manager

Responsibilities:

  • Delivered critical services to support the development and implementation of a $284M election system for the County of Los Angeles.
  • Developed $9M P&L, created a $4.2M+ revenue stream, and secured $1.9M in cost savings by analyzing Statement of Work (SOW) and negotiating with customer.
  • Architected, developed, and launched a new tier 2 service desk to serve as main contact for all voting operations support for 1000 locations and 500 contacts/ day.
  • Enhanced and redeveloped service desk for a new LA County RR/CC tier 1 services desk and field service support for new election process; assumed vendor role to develop workflow, processes, and procedures; created and delivered KPIs, reports, and staffing models to support 2,500 contacts a day.
  • Awarded an additional $14.1M+ contract by leveraging SME to cultivate strong customer relationship and create proposal/ SOW.
  • Strategized, designed, and implemented a long-term maintenance and support plan by creating a warranty program, preventative maintenance schedule. and scripts.

Confidential

Service Desk Manager

Responsibilities:

  • Architected, strategized, designed, and launched a 24/7/365 global service desk and related tier 1 and 1.5 help desk services and Major Incidence/ Problem Management.
  • Created a $2.1M+ bottom line profit by shrinking Major Incidence 55% and Incidence 48%; leveraged Problem Management and Change Management to develop and execute plans that proactively addressed potential incidences.

Confidential, New Orleans, LA

IT Managing Consultant, Service Desk

Responsibilities:

  • Increased consistency in CMDB, asset management, service request automation, on/off-boarding, and Incidence Management by designing and implementing a custom LANDesk ITMS tool and delivering a new Problem Management/ Major Incidence tracking with a new change management interface and control.
  • Facilitated projected $3M+ cost savings by developing and delivering a full business plan that enabled IS executive team to implement an updated service desk.

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