IT Service Delivery Manager Resume Los Angeles, CA - Hire IT People

SUMMARY

Hands - on, data-driven Senior IT Professional with over 20 years of experience designing, developing, supporting, implementing, and managing enterprise service desk, field services, and data network support services.
Proven success building scalable IT infrastructure and operations within the medical, manufacturing, financial, and government sectors.
Broad knowledge of ITIL, global IT service desk technologies and platforms, and support solutions and processes. A customer advocate focused on cultivating and leading high-performing teams to deliver mission-critical projects that align with SLA and stakeholder expectations.
Passion for improving and simplifying support processes by building new systems that yield a better customer experience.
Collaborative communicator and thought leader with exceptional management, organization, analytical, and problem-solving skills.

AREAS OF EXPERTISE:

Technical Operations Leadership
Project Planning & Management
Team Building/Leadership
Regulatory Compliance Policy
Strategic Direction
IT Facility Build - out & Support
HDI/ SDI Methodology
Workflow Management
Service Request Automation
Incident Management & Reduction
Asset Management
Service Desk Management
Process Design & Improvement
Relationship Management
Cost & Process Analysis
Vendor Management
ITIL Development Enterprise Management
Data Collection & Analysis

TECHNICAL SKILLS

Platform: Windows (XP/Win7/Win10), MAC, Citrix, VDI, XenApps, EPIC, Cerner, Allscripts, VPN, VMware, Cisco (Phone/Switches/Routers), HP(Servers/Switches), Dell (Servers), Avaya, AWS, Azure, Blockchain, Satellite, RF

Processes: ITIL, Lean, ISO 9000, ISO 20000, HDI, SDI, Help Desk/NOC operations and methodologies

Software: LANDesk, EasyVista, ConnectWise, ServiceNow, Cherwell, BMC Remedy, Siebel Systems, Atlassian (Jira/Confluence/Trello), MS(Office/Visio/Project), SQL, Power BI, SharePoint, Security, Remote Software

Devices: Servers, Desktops, Laptops, Switches, Routers, Access points, iPhone, Android, Blackberry, IOS devices, TCP/IP, Printers

PROFESSIONAL EXPERIENCE

Confidential, Los Angeles, CA

IT Service Delivery Manager

Responsibilities:

Delivered critical services to support the development and implementation of a $284M election system for the County of Los Angeles.
Developed $9M P&L, created a $4.2M+ revenue stream, and secured $1.9M in cost savings by analyzing Statement of Work (SOW) and negotiating with customer.
Architected, developed, and launched a new tier 2 service desk to serve as main contact for all voting operations support for 1000 locations and 500 contacts/ day.
Enhanced and redeveloped service desk for a new LA County RR/CC tier 1 services desk and field service support for new election process; assumed vendor role to develop workflow, processes, and procedures; created and delivered KPIs, reports, and staffing models to support 2,500 contacts a day.
Awarded an additional $14.1M+ contract by leveraging SME to cultivate strong customer relationship and create proposal/ SOW.
Strategized, designed, and implemented a long-term maintenance and support plan by creating a warranty program, preventative maintenance schedule. and scripts.

Confidential

Service Desk Manager

Responsibilities:

Architected, strategized, designed, and launched a 24/7/365 global service desk and related tier 1 and 1.5 help desk services and Major Incidence/ Problem Management.
Created a $2.1M+ bottom line profit by shrinking Major Incidence 55% and Incidence 48%; leveraged Problem Management and Change Management to develop and execute plans that proactively addressed potential incidences.

Confidential, New Orleans, LA

IT Managing Consultant, Service Desk

Responsibilities:

Increased consistency in CMDB, asset management, service request automation, on/off-boarding, and Incidence Management by designing and implementing a custom LANDesk ITMS tool and delivering a new Problem Management/ Major Incidence tracking with a new change management interface and control.
Facilitated projected $3M+ cost savings by developing and delivering a full business plan that enabled IS executive team to implement an updated service desk.

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It Service Delivery Manager Resume

Los Angeles, CA

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