Description :

1. Coordinated activities as a primary contact for clients, ensuring seamless service delivery and prompt resolution of issues.
2. Collaborated with internal teams to maintain high service standards, proactively communicating potential service disruptions to clients.
3. Served as the escalation point for the Global Service Desk, effectively managing and resolving complex service issues.
4. Oversaw the management of the P&L for outsourcing agreements, consistently exceeding profitability KPIs without compromising service levels.
5. Implemented ITIL best practices, driving the adoption of standardized processes across service delivery teams.
6. Developed and executed continuous improvement strategies to align IT services with client business objectives.
7. Supported IT executives in strategic planning sessions, providing insights and recommendations for service delivery enhancements.

Experience

7-10 Years

Level

Senior

Education

MBA

Description :

1. Oversaw global claims operations for Private Risk Services, enhancing client relations and operational efficiency.
2. Developed and managed a comprehensive portfolio, increasing revenue through strategic opportunity management.
3. Identified and pursued business opportunities, successfully securing additional contracts through demonstrated capabilities.
4. Conducted market research and competitive analysis to inform client proposals and negotiations.
5. Collaborated with Delivery Managers to ensure client commitments were met and delivery processes optimized.
6. Crafted tailored solutions for RFI/RFP responses, successfully leading presentations and transitions for new engagements.
7. Managed account planning and governance to meet revenue targets and foster future partnerships with product vendors.

Experience

7-10 Years

Level

Senior

Education

MBA

Description :

1. Directed the Aruba wireless program at Microsoft, overseeing project delivery and operational investigations.
2. Managed the internal Project Management Office, ensuring effective collaboration among contract PMs.
3. Collaborated with the Aruba Client Director to execute strategies that met client needs and expanded account growth.
4. Oversaw third-party vendors, serving as the primary contact for Microsoft IT Engineering and Project Management.
5. Developed a streamlined project process for WLAN system upgrades, including templates and documentation.
6. Established clear weekly communications to report operational statuses and engineer contributions.
7. Executed upgrades for seven buildings to the 802.11AC standard within five months, ensuring alignment with customer specifications.

Experience

7-10 Years

Level

Senior

Education

MBA

Description :

1. Manage production support for ITSM applications on ServiceNow, ensuring 24x7 operational excellence.
2. Lead root cause analysis initiatives to identify and resolve service issues, enhancing overall service quality.
3. Oversee ServiceNow upgrade projects, managing infrastructure and application components across environments.
4. Direct incident, problem, knowledge, change, and release management processes, ensuring compliance with ITIL standards.
5. Provide regular project updates to stakeholders, addressing risks and facilitating effective communication.
6. Coordinate capacity planning with outsourcing partners to ensure optimal transaction processing.
7. Collaborate with cross-functional teams to drive service improvement initiatives.

Experience

7-10 Years

Level

Senior

Education

MBA

Description :

1. Oversee a diverse portfolio of IT, software, and technology services tailored to client requirements.
2. Ensure service delivery for advanced technologies adheres to high standards of professionalism and customization.
3. Manage and maintain Cloud SaaS enterprise environments using ticket tracking systems like Salesforce and JIRA.
4. Lead multi-million dollar onboarding projects for software upgrades and data migrations.
5. Conduct regular audits to assess infrastructure scalability and performance, adhering to ITIL standards.
6. Maintain a 99.99% SLA stability for applications using UNIX, Windows, and SQL databases.
7. Design and deliver training for both internal and external stakeholders on relevant topics and projects.

Experience

10+ Years

Level

Management

Education

BSc IT

Description :

1. Ensure adherence to service levels outlined in contracts, consistently exceeding customer expectations.
2. Own and track all customer incidents and service requests, ensuring resolution aligns with SLAs and quality standards.
3. Manage critical incidents, facilitating communication and effective escalations with stakeholders.
4. Develop strong service relationships through regular reviews, analyzing performance reports and implementing service improvements.
5. Monitor incident trends and proactively drive down levels related to product and customer issues.
6. Standardize processes to ensure repeatability and continuous improvement across service operations.
7. Identify and implement enhancements to the incident logging system for improved customer service efficiency.

Experience

10+ Years

Level

Management

Education

B.S. in BA

Description :

1. Served as a subject matter expert and training specialist for client service teams, enhancing service delivery across National and Major Accounts.
2. Acted as a consultant to three business departments, ensuring effective collaboration and communication among technical support and production teams.
3. Established and nurtured relationships with Fortune 500 clients and internal stakeholders to optimize service delivery.
4. Managed client relationships by conducting regular feedback sessions, ensuring adherence to quality service standards.
5. Successfully implemented the Comprehensive and Re-Rate Annual Enrollment process across multiple COBRA accounts.
6. Designed and delivered training materials to enhance the skills of benefit account specialists, promoting service excellence.
7. Facilitated discussions to align provision requirements with technical specifications, ensuring high-quality service delivery.

Experience

7-10 Years

Level

Senior

Education

B.S. IT

Description :

1. Facilitated the transition of services from initiation to steady-state support, ensuring seamless operations.
2. Implemented IBM processes in collaboration with global delivery teams to enhance service standards.
3. Engaged with clients to gather requirements and improve service offerings continuously.
4. Managed service delivery across various IT domains, ensuring adherence to best practices and compliance.
5. Oversaw incident and change management processes, increasing efficiency in ticket handling.
6. Produced detailed reports on service performance, clarifying account standing and compliance with SLAs.
7. Maintained a comprehensive server inventory, improving accuracy and accountability in asset management.

Experience

7-10 Years

Level

Senior

Education

MBA

Description :

1. Led IT service delivery operations, ensuring alignment with client expectations and business objectives.
2. Managed Incident, Problem, and Change Management processes to enhance service quality.
3. Implemented strategic initiatives that improved client satisfaction in complex service environments.
4. Reduced infrastructure outages by over 80% through comprehensive root cause analysis and process improvements.
5. Consolidated asset management data for improved reporting and operational efficiency.
6. Monitored SLA metrics and facilitated performance improvement meetings with internal and external stakeholders.
7. Contributed to disaster recovery planning and execution, ensuring business continuity.

Experience

10+ Years

Level

Management

Education

BSc IT

Description :

1. Oversaw IT service delivery for BAE Systems Platform Solutions, managing a $20M budget and supporting 4,500 employees across five sites.
2. Implemented and maintained multiple infrastructure environments for Oracle E-Business Suite, enhancing operational efficiency.
3. Established a 24x7 production support environment, achieving a 99.9% uptime SLA for engineering and manufacturing operations.
4. Led a virtual team of 62 IT professionals across diverse specializations, fostering collaboration and high performance.
5. Developed comprehensive processes to minimize downtime during system upgrades, enhancing overall service reliability.
6. Championed the adoption of corporate IT strategies, aligning team goals with organizational objectives for improved service delivery.
7. Streamlined desktop services and help desk support processes, resulting in increased efficiency and reduced staffing needs.

Experience

10+ Years

Level

Management

Education

MBA

Description :

1. Coordinated tailored project plans for ongoing client engagements, ensuring alignment with operational capabilities and client expectations.
2. Conducted thorough needs assessments to shape project strategies, promptly addressing issues to maintain timelines.
3. Identified and resolved systemic issues affecting client satisfaction through proactive analysis and intervention.
4. Facilitated weekly meetings with clients to address concerns and enhance service delivery.
5. Forecasted trends and potential client impacts, ensuring quality goals were met consistently.
6. Trained clients on ADP products, promoting strategies that resulted in significant cost savings.
7. Collaborated with internal departments to resolve client issues, achieving high customer service ratings and maintaining a score of 100.

Experience

10+ Years

Level

Management

Education

B.S. in BA

Description :

1. Oversee database management and provide 24/7 support for extensive database environments, ensuring optimal performance across production and development settings.
2. Ensure compliance with Service Level Agreements (SLAs) while managing proactive monitoring and continuous process improvement initiatives.
3. Lead offshore DBA teams, addressing operational challenges and fostering skill development.
4. Collaborate with cross-functional teams for effective solution design and troubleshooting of complex operational issues.
5. Manage database deployments, including architecture design and security implementations, to support business continuity.
6. Conduct regular capacity management and performance tuning to enhance database efficiency and reliability.
7. Provide mentorship and coaching to team members, focusing on service quality and continuous improvement strategies.

Experience

10+ Years

Level

Consultant

Education

B.S. IT

Description :

1. Directed a service delivery team to meet contractual obligations and SLAs across multiple functions, including incident management and service requests.
2. Oversaw onboarding and training efforts to ensure team readiness and operational coverage.
3. Monitored team performance, providing coaching and development to enhance productivity.
4. Increased team efficiency by 50% by implementing a structured Daily Tasks Schedule.
5. Revamped Escalation Support Procedures, achieving SLA compliance for critical client requirements.
6. Negotiated 24/7 operational support processes, including direct leadership access during system issues.
7. Conducted risk assessments for system maintenance and service upgrades in collaboration with technical teams.

Experience

5-7 Years

Level

Executive

Education

BSc IT

Description :

1. Boosted monthly Cloud Service usage by 50% through effective onboarding and tailored architecture design.
2. Reduced mean time to repair intervals by 33%, enhancing incident response and communication during escalations.
3. Achieved a customer satisfaction score exceeding 90% for accounts with over $500K in annual billing.
4. Improved Net Promoter Score by 20% through enhanced customer engagement strategies.
5. Created an email marketing campaign reaching 1,000 employees, generating a 71% positive response rate.
6. Streamlined the customer onboarding process, reducing implementation time by 12%.
7. Engaged with customers to align operational processes with their business objectives, fostering best practices.

Experience

10+ Years

Level

Management

Education

B.S. IT

Description :

1. Effectively manage multiple cross-functional projects, ensuring alignment with strategic objectives and timely delivery.
2. Develop capacity plans to identify resource constraints, collaborating with management to optimize project workflows.
3. Coordinate with Engineering and Product Management to finalize release schedules and proactively identify maintenance needs.
4. Serve as an internal consultant to re-engineer processes for increased operational efficiency.
5. Provide project management leadership throughout all phases, from analysis to post-implementation.
6. Lead project planning efforts, prioritizing tasks based on team capacity and project requirements.
7. Utilize agile methodologies to deliver projects effectively, iterating based on feedback to achieve optimal results.

Experience

7-10 Years

Level

Senior

Education

MBA

Description :

1. Acted as the main point of contact for managed services clients, ensuring effective communication and service delivery across multiple sectors.
2. Coordinated timely delivery of various infrastructure services, ensuring alignment with client expectations and industry standards.
3. Collaborated with client stakeholders to define requirements and metrics, enhancing service quality and client satisfaction.
4. Oversaw service delivery operations across global data centers, ensuring consistency and quality of service.
5. Developed and implemented processes to improve communication and transparency between business units and clients.
6. Successfully managed the migration of critical infrastructure components within tight deadlines, coordinating resources across various teams.
7. Revitalized struggling client accounts, achieving a turnaround that saved the company significant revenue while enhancing client trust.

Experience

5-7 Years

Level

Executive

Education

BSc IT

Description :

1. Managed comprehensive service delivery strategies, driving revenue growth from key accounts and enhancing customer satisfaction.
2. Enhanced operational efficiency by implementing process improvements, exceeding service delivery expectations.
3. Coordinated service delivery solutions, achieving significant product and revenue growth across multiple accounts.
4. Led project management initiatives, ensuring timely delivery and accountability for customer expectations.
5. Facilitated service reviews with stakeholders, providing insights on performance metrics and improvement areas.
6. Resolved customer escalations, driving improvements in the overall customer experience and satisfaction.
7. Streamlined back-office processes through automation, increasing operational efficiency and customer engagement.

Experience

7-10 Years

Level

Senior

Education

B.S. in BA

Description :

1. Managed a team of 25 across six locations, ensuring consistent service delivery and operational excellence.
2. Oversaw service delivery in desktop support, network administration, and project management, enhancing overall efficiency.
3. Established and monitored service level agreements (SLAs), implementing metrics to track performance and improve outcomes.
4. Designed and executed Pfizer’s North American Remote Management Solution, streamlining support operations.
5. Facilitated cross-departmental collaboration to drive strategic initiatives that improved customer service reliability.
6. Created a comprehensive cross-training program for Network Operations Center staff, eliminating overtime costs.
7. Achieved annual savings of over $300,000 through strategic resource management and operational efficiencies.

Experience

7-10 Years

Level

Senior

Education

B.S. IT

Description :

1. Directed task management and performance evaluations for 23 team members while optimizing customer satisfaction metrics and managing budgets.
2. Negotiated and maintained service contracts, facilitated customer meetings with detailed performance reports, and conducted annual reviews.
3. Resolved customer escalations effectively, collaborating with marketing to secure new business opportunities.
4. Minimized overtime costs through strategic resource scheduling and enhanced employee training initiatives.
5. Elevated customer satisfaction levels by establishing clear communication guidelines and management escalation processes.
6. Achieved a 20% reduction in operational expenses by redesigning training schedules and optimizing team meeting protocols.
7. Secured a $25M contract renewal by showcasing a competitive service portfolio and addressing client concerns proactively.

Experience

10+ Years

Level

Consultant

Education

BSc IT

Description :

1. Oversaw service delivery operations, ensuring alignment with organizational goals.
2. Implemented best practices for resource allocation in service delivery projects.
3. Designed and maintained a comprehensive service delivery dashboard for performance tracking.
4. Managed the introduction of innovative service delivery tools and technologies.
5. Facilitated stakeholder engagement to ensure project success across service lifecycles.
6. Developed risk management strategies to mitigate service delivery challenges.
7. Collaborated with finance teams for effective budgeting and cost management.

Experience

7-10 Years

Level

Consultant

Education

B.S. in BA