Summary

Experience

IT Service Delivery Manager|Contoso Inc.

Seattle, WAJul 2020Present

• Directed a team of 15 IT professionals, overseeing the delivery of critical IT services to 5,000+ employees globally, improving service availability by 15%.
• Implemented ITIL-based incident, problem, and change management processes, reducing average incident resolution time by 25% and critical incidents by 30%.

Senior IT Operations Lead|Acme Corp

Portland, ORJan 2016Jun 2020

• Supervised IT operations for a rapidly growing tech startup, supporting 800+ users across multiple offices and contributing to 40% user base growth.
• Streamlined IT service request fulfillment process using ServiceNow, decreasing average request completion time by 35%.

IT Support Engineer|GlobalTech Solutions

Seattle, WAJul 2012Dec 2015

• Provided tier 2 and 3 technical support for enterprise clients, resolving 95% of escalated issues within SLA targets.
• Implemented automated troubleshooting scripts that reduced manual diagnostic time by 15 hours per week.
• Contributed to the development of a comprehensive knowledge base, reducing repeat incident volume by 10%.

Projects

Automated IT Service Health Dashboard

Mar 2022Oct 2022

• Developed a Python-based dashboard integrating data from ServiceNow, Splunk, and Azure Monitor to provide real-time service health insights.
• Reduced time spent on manual reporting by 70% and enabled proactive identification of potential service degradations.
• Improved team's ability to communicate service status to stakeholders with enhanced data visualization.

ITIL Process Documentation Generator

Jan 2021Jun 2021

• Created a set of modular templates and scripts to standardize and accelerate the creation of ITIL process documentation.
• Decreased the average time for new process documentation by 40% and ensured consistency across all service domains.
• Facilitated better adherence to ITIL standards and improved onboarding for new service delivery team members.

Cloud Cost Optimization Script (AWS/Azure)

Sep 2019Feb 2020

• Developed a PowerShell/Python script to analyze cloud resource usage and recommend cost-saving optimizations across AWS and Azure.
• Identified potential annual savings of up to $50,000 for a simulated enterprise environment through right-sizing and resource cleanup.
• Provided actionable insights for finance and operations teams to better manage cloud expenditure.

Education

University of Washington|Master of Science in Information Systems

Seattle, WASep 2012May 2014

• Graduated with a GPA of 3.8/4.0, specializing in IT Service Management and Project Leadership.
• Completed capstone project on "Optimizing Cloud Service Delivery for Enterprise SaaS Platforms."
• Awarded departmental scholarship for academic excellence and leadership potential.

Oregon State University|Bachelor of Science in Computer Science

Corvallis, ORSep 2008Jun 2012

• Achieved Magna Cum Laude, with a GPA of 3.7/4.0.
• Published undergraduate research on "Predictive Analytics for IT Incident Resolution Times."
• Active member of the Computer Science Student Association and IEEE Student Branch.

Skills

Service Management

ITIL v3/v4Service Level Management (SLM)Incident ManagementProblem ManagementChange ManagementConfiguration Management

Tools & Platforms

ServiceNowJira Service DeskConfluenceMicrosoft AzureAWSOffice 365 AdminVMware vSphereNagiosSplunk

Project & Leadership

Agile MethodologiesScrumStakeholder ManagementVendor ManagementTeam LeadershipBudget ManagementProcess Improvement

Technical & Operations

Windows ServerLinux AdministrationNetworking (TCP/IP, DNS, DHCP)Cybersecurity PrinciplesData Backup & RecoveryCloud ComputingScripting (PowerShell, Python)