Information Technology Service Delivery Resume

IT SERVICE DELIVERY – TECHNOLOGY/OPERATIONS

Department Creation/Restructure * Change Management * Team Building

Effective leader with extensive strategic and change-management experience. Proven ability to develop a clear vision and strong team foundation. Adept at implementing initiatives that improve morale, increase efficiency, promote teamwork, and increase inter-departmental cooperation. Demonstrated ability to effectively improve processes, identify strengths/weaknesses, and implement company policies, standards, changes in operations, and systems to optimize productivity. Strong “Client First” attitude for both internal and external clients.

SERVICE DELIVERY PROFILE

* Needs Assessment and Focus Resources – After a complete manpower assessment, re-engineered processes and wrote software application. Improved the previously held customer order on-time delivery rate of 70% to 95%, resulting in increased revenue by shortening revenue start time.

* Innovation and Creativity – Increased customer satisfaction by 20% through improved customer expectations at outset of the sale. Championed Roundtable Forum, which enhanced communication between operational organizations and Sales/Front Office Departments, thus improving understanding of process and challenges of delivering services.

* Delivered Results – Turned around critical project that was 1 1/2 years behind schedule and met or exceeded all goals.

* Technology Solutions – Led teams to design innovative solutions in C#, VB6, .NET, PHP, POSTGRES. Individually developed applications in Lotus Domino 6.5. Designed infrastructures with a cross platform of Windows and Linux, including predictive dialers, digital recording, automated faxing, proxy environment, Web services, and an intranet.

PROFESSIONAL EXPERIENCE

ABC CABLE & WIRELESS INC., Miami, FL, 20xx – 20xx
International telecommunication company with 105-year history.

SENIOR MANAGER, SERVICE DELIVERY (20xx – 20xx): Directly managed four senior managers and a total staff of 120 employees for frame relay, point-to-point, voice, and IP provisioning. Acted as a liaison between U.S. Operations and U.K. Global Front Office. Provided accurate and precise communications within U.S. sales and business markets.

* Increased productivity while managing corporate-wide headcount reduction.

* Led department to break record for most circuits provisioned; maintained same level of performance through tenure.

* Served on Customer Committee to develop an inter-departmental plan that increased customer satisfaction.

MANAGER, SERVICE DELIVERY (20xx – 20xx): Led Customer Information Specialist Team and Installation Engineering Department, directing and motivating 40 employees. Oversaw customer coordination of IP, voice, and frame installation. Ensured complete customer satisfaction with each installation.

* Created customized order-tracking tool that increased visibility of orders. Efforts eliminated redundant requests for order status and the need for additional manpower to track and communicate order status internally.

* Replaced potential system costing $5 million that was incomplete and not accepted by the user base.

EDUCATION, CERTIFICATIONS, AND AFFILIATIONS

AFFILIATIONS: Bachelor’s Degree in Computer Science, University of XYZ, Miami, FL

CERTIFICATIONS: Certified Netware Engineer, Certified Lotus Notes Consultant, Lotus Certified Professional, ISO Certified Internal Auditor for 9001 Standards

AFFILIATIONS: The Association of Network Service Professionals * National Youth Coaches Association

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