Summary
Highly accomplished and results-driven IT Service Delivery Manager with 10+ years of progressive experience leading complex IT operations, optimizing service frameworks, and driving digital transformation initiatives. Proven expertise in ITIL methodologies, stakeholder management, and continuous process improvement to enhance service quality and operational efficiency. Adept at building high-performing teams, managing critical vendor relationships, and delivering exceptional service in dynamic enterprise environments. Committed to leveraging technology to meet business objectives and exceed customer expectations.
Experience
IT Service Delivery ManagerContoso Inc.
- 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 LeadAcme Corp
- 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 EngineerGlobalTech Solutions
- 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
- 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
- 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)
- 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 WashingtonMaster of Science in Information Systems
- 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 UniversityBachelor of Science in Computer Science
- 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)