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Skills

  • Stakeholder relations
  • Automated Monitoring Solutions
  • Business operations
  • Continuous Improvement of Service Operations
  • Process automation
  • Quality assurance
  • Documentation management
  • Change Management
  • Relationship development
  • Waterfall methodology

Work Experiences

  • Boosted SLA compliance rate by 19% %.
  • Built a predictive maintenance model using Adobe Creative Suite.
  • Conducted analysis leading to standard.
  • Collaborated across 14 time zones.
  • Achieved results over 2020 period.
  • Achieved a customer satisfaction score of 36%.
  • Achieved zero critical failures.
  • Achieved improved resolution times.
  • Collaborated with cross-functional teams.
  • Achieved a 57% renewal rate for 2015.

Summaries

  • Adept in process standardization.
  • Achieved a 18% reduction in infrastructure costs.
  • Analytical Service Delivery Engineer with expert knowledge in end-to-end service oversight, skilled at managing both hardware and software performance to achieve 80% operational improvements.
  • Achieved near-perfect SLA adherence for major clients.
  • Adaptable Service Delivery Engineer with 16 years dedicating to cloud-based service delivery, ensuring smooth migrations and ongoing service optimizations for large-scale enterprise clients.
  • Well-versed in the planning and deployment of client relations.
  • Aligned technical operations with client demands.
  • Service Delivery Engineer with 2 years of successful data analysis and quality assurance experience.
  • Adept at system automation.
  • Service Delivery Engineer is a multi-talented Service Delivery Engineer who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Optimized configuration management processes which resulted in fewer deployment errors and a 23% increase in operational efficiency.
  • Resolved product issue through consumer testing.
  • Drove continuous improvement initiatives within the service delivery function, reducing ticket closure time by 69%.
  • Documented and resolved standard which led to procedure.
  • Designed comprehensive client service health checks, proactively preventing system bottlenecks and achieving 42% improvement in network performance.
  • Conducted hardware and software audits, recommending upgrades that led to 30% increased system performance and efficiency.
  • Escalated and resolved high-priority incidents through quick analysis, ensuring minimal impact on service and achieving average priority response times under 8 minutes.
  • Generated monthly and quarterly KPI reports for leadership, demonstrating service improvements by 55% in key areas such as ticket time to resolution and system performance.
  • Managed technical integrations for clients in Miscellaneous, leading to a seamless customer onboarding experience and a 72% increase in client retention.
  • Facilitated workshops and training sessions that resulted in a 34% improvement in employee knowledge around ITIL and customer support frameworks.

Affiliations

  • Cloud Security Alliance (CSA)
  • Association of Information Technology Professionals
  • Association for Computing Machinery (ACM)
  • National Association of Social Workers
  • CompTIA Network+ Certified Professionals Group
  • ITIL (Information Technology Infrastructure Library) Professionals Network
  • Information Systems Security Association (ISSA)
  • American Medical Informatics Association
  • International Association of Administrative Professionals
  • Rotary International

Certifications

  • VMware Certified Professional - Data Center Virtualization (VCP-DCV)
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Network Associate (CCNA)
  • Google Certified Professional Cloud Architect
  • Certified Information Systems Auditor (CISA)
  • Dell EMC Proven Professional Cloud Architect
  • Certified Kubernetes Administrator (CKA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Service Management Professional (CSMP)
  • Palo Alto Networks Certified Network Security Engineer (PCNSE)

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