Service Delivery Manager Resume Research Triangle Park, 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 teh liaison between teh customer and these teams.
Facilitate team’s professional development and evolution, positively impacting and growing revenue.

AREAS OF EXPERTISE

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, Confidential Cloud, Windows Server, Servers, Networks, Confidential Watson

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

PROFESSIONAL EXPERIENCE

Confidential, Research Triangle Park, NC

Service Delivery Manager

Responsibilities:

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 Confidential Global.
Kept aware of new Security Policies. Made sure team members HIPAA training was current.

Confidential

Service Delivery Manager

Responsibilities:

Developed and delivered root cause analysis reports, improving customer relations between business partners, related clients, and Confidential, reducing potential revenue loss.
Designed various reports, allowing better view of business, increasing performance.
Served as communication channel between business partner and Confidential 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.
Increased satisfaction by providing personal support to Premium Support Customers.
Acted single point of entry for Premium Support Customer, reporting Confidential 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.

Confidential

Lab Manager

Responsibilities:

Reduced Confidential expenses by developing Capital Expense Plan for Confidential director team.
Kept aware of Security Policies, Informed Team of new Policies and Audited Lab Security Compliance.
Helped plan and design new Confidential Director Lab, working with various stakeholders, planners, builders and Confidential .
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.

Confidential

Senior Technical Support Engineer

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 Confidential 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.

Confidential, Research Triangle Park, NC

Technical Project Manager

Responsibilities:

Customer Focal Point for Fidelity / Confidential HR Employee Services Center & Real Estate Site Operations

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Service Delivery Manager Resume

Research Triangle Park, NC

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