Service Delivery Manager Resume NC - Hire IT People

SUMMARY

Client and solutions - focused leader, establishing and building trustworthy relationships to achieve company goals, ensuring satisfaction with SOW, SLA, security solutions, operations and quality assurance. Provide resources delivering a consultative approach to assist clients in making decisions providing best practice.
Self-starter, highly skilled at helping clients craft solutions to resolve most pressing business challenges. Drive internal and external initiatives, attaining organization-wide adoption of solutions.
Engaging communicator translate complex technical requirements into understandable actionable steps. Collaborate with cross functional teams and act as the liaison between the customer and these teams. Facilitate team’s professional development and evolution, positively impacting and growing revenue.

TECHNICAL SKILLS

Critical Thinking & Analysis
Account Management
Client Retention
Troubleshooting
Complex Problem Solving
Collaboration
Leadership Experience
Project Management & Support
Operations
Task Management/
Change & Issue Management
Team Training
Analytical Thinking & Skills
HIPAA & GDPR

TECHNICAL SKILLS

Platforms: Windows, Linux, MacOS, Unix, VMWare, IBM Cloud, Windows Server, Servers, Networks, IBM Watson

Applications & Standards: Microsoft Office, Service Now, Slack, Trello, Mural, SaaS, Zoom, Salesforce, Jupyter Notebook, IBM Watson Studio, Lotus Notes, Cisco Webex, Learning SQL, Learning Python, Google Suite, Active Directory, Agile & Scrum Methodologies

PROFESSIONAL EXPERIENCE

Confidential, NC

Service Delivery Manager

Responsibilities:

Acted as liaison, focal point and Account manager for 40 Million Dollar Watson Strategic Business Partner, SoftBank and 30 Million Dollar Watson Strategic Business Partner, SK Korea.
Ensured delivery of Watson Services by working with Cross functional and Global Teams.
Increased performance and customer satisfaction by arranging training of local level 2 teams, providing supervision, assistance, escalation, and acting as liaison between groups and IBM Global.
Kept aware of new Security Policies. Made sure team members HIPAA training was current.
Developed and delivered root cause analysis reports, improving customer relations between business partners, related clients, and IBM, reducing potential revenue loss.
Designed various reports, allowing better view of business, increasing performance.
Served as communication channel between business partner and IBM support teams working Crit Sits, Severity 1, and other urgent issues, reducing time to resolution and potential losses.
Enhanced customer satisfaction by tracking and monitoring business partner’s tickets, upcoming changes and issues, decreasing potential outages, and number of open tickets.

Confidential

Premium Support customers

Responsibilities:

Increased satisfaction by providing personal support to Premium Support Customers.
Acted single point of entry for Premium Support Customer, reporting IBM software or hardware issues.
Reduced time to resolution of customer issues by assisting with initial problem determination and source identification, engaging needed resources.
Improved customer relations by monitoring progress of and keeping clients informed of status.
Provided follow up status updates, working with customers until issue is resolved.

Lab Manager

Confidential

Responsibilities:

Reduced IBM expenses by developing Capital Expense Plan for Confidential .
Kept aware of Security Policies, Informed Team of new Policies and Audited Lab Security Compliance.
Helped plan and design new IBM Director Lab, working with various stakeholders, planners, builders and IBM.
Delivered business justifications for technology upgrades and cost of new systems, securing approval, ordering, and implementing equipment to increase efficiency.
Increased lab physical and cyber security, ensuring only authorized users had physical and remotes access.
Revamped lab functional layout, allowing more accessible asset inventory and tracking.
Increased usability of lab, enabling co-workers to recreate customer setups for debugging purposes quickly.

Senior Technical Support Engineer

Confidential

Responsibilities:

Improved functionality of organization by communicating necessary information to management, customers, team, helpdesk, and other departments.
Supervised and trained department and company personnel, providing help, instruction, and leadership to team members, and representing department in team lead meetings.
Audited HIPAA, GDPR and Security Compliance.
Ensured Compliance with IBM Security Policies, Team Policies and Procedures.
Reviewed customer satisfaction surveys, contacting dissatisfied clients to determine cause of dissatisfaction, and if procedures improvements or changes were needed.
Analyzed team efficiency by completing measurement goals analysis reports and weekly claim review reports.

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Service Delivery Manager Resume

NC

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