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Skills

  • Root cause analysis
  • Monitoring and Alert System Development
  • Disaster Recovery Implementation
  • Client relationship management
  • End-to-end service delivery
  • Budgeting & Cost Control for IT Services
  • Risk mitigation planning
  • Process automation
  • Quality assurance
  • Network performance optimization

Work Experiences

  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Complied with ITIL best practices.
  • Benchmarked KPI tracking systems.
  • Applied lean service methodologies.
  • Created a dashboard view for management.
  • Conducted client satisfaction surveys.
  • Built a predictive maintenance model using Adobe Creative Suite.
  • Achieved improved resolution times.
  • Collaborated with cross-functional teams.
  • Avoided 10 potential fines.

Summaries

  • Service Delivery Engineer is a multi-talented Service Delivery Engineer who is consistently rewarded for planning and operational improvements.
  • Within Miscellaneous, senior Service Delivery Engineer and outstanding performer in performance reporting and team leadership.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Attempt to bring new skills and knowledge to a growing team in a new position.
  • Adept at system automation.
  • Achieved a 20% decrease in service escalations.
  • Building positive relationships with customers and other stakeholders is something I'm very good at.
  • Aligned with top ITIL standards.
  • Aligned technical operations with client demands.
  • Dedicated, forward-thinking, and adaptable to the changing needs of the company, customers, and projects.

Accomplishments

  • Managed end-to-end service delivery lifecycle for 17 enterprise clients, ensuring SLA adherence and achieving a client satisfaction score of 84%.
  • Escalated and resolved high-priority incidents through quick analysis, ensuring minimal impact on service and achieving average priority response times under 8 minutes.
  • Documented and resolved standard which led to procedure.
  • 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.
  • Implemented cloud-based solutions for key corporate clients, reducing costs by 38% and improving system uptime by 56%.
  • Collaborated with stakeholders to realign SLA targets, leading to improved client satisfaction ratings by 63%.
  • Developed and refined service escalation policies resulting in faster tiered support responses and reducing Tier 1 ticket handoff times by 39%.
  • Championed the introduction of automation tools that reduced service delivery time by 43% and minimized manual error.
  • Optimized configuration management processes which resulted in fewer deployment errors and a 23% increase in operational efficiency.
  • Managed resource allocations for 15 concurrent projects, delivering all projects on-time and achieving a 33% satisfaction rating from internal stakeholders.

Affiliations

  • American Marketing Association
  • Society of Human Resource Management
  • ITIL (Information Technology Infrastructure Library) Professionals Network
  • Business Continuity Institute (BCI)
  • Toastmasters
  • International Association of Administrative Professionals
  • DevOps Institute
  • Data Center Institute (DCI)
  • European Digital SME Alliance
  • Freemason

Certifications

  • Certified DevOps Engineer – Professional – AWS
  • Project Management Professional (PMP)
  • Red Hat Certified System Administrator (RHCSA)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Salesforce
  • Microsoft Certified: Managing Modern Desktops
  • Microsoft Certified: Azure Administrator Associate
  • Professional Cloud Service Manager (PCSM)

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