Service Delivery Technical Support

D. RENEE HITESHEW, PMP

ad5t2z@r.postjobfree.com 918-***-**** linkedin.com/in/d-renee-hiteshew

Service Delivery Manager

A purposeful and solutions-driven professional with ability to work in a dynamic and challenging environment specializing in recruitment, business consulting, project management, and operations management within the information technology industry. Strengths include advanced technical support, troubleshooting capabilities, and effective service level agreement (SLA) management. Achieved consistent alignment with Systems Development Life Cycle (SDLC) processes and successful development of detailed Statements of Work (SOWs). Known for building strong client relationships and leading integrated and international teams in delivering technical and operational support services.

COMPETENCIES

Communication, People Management, Recruitment, Client Engagement, Incident Management, Customer Relationship Management (CRM), Project Management, SLA Management, Technical Support and Troubleshooting, SDLC Knowledge, SOWs Development, BI and Financial Management

TECHNOLOGIES

Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook, Teams), SharePoint, Adobe Creative Cloud, Adobe Sign, DocuSign, Zoom, Webex, Data Center, MS Azure Cloud, DevOps Services, Smartsheet, ServiceNow, Jira, BMC ITSM Remedy

PROFESSIONAL EXPERIENCE

SERVICE DELIVERY MANAGER CGI May 2019 to Dec 2023

Navigated client-facing operations and technical service delivery for Point32Health, adapting to client needs and nurturing positive relationships, ensuring high service quality and satisfaction.

Streamlined the candidate tracking and onboarding process, enhancing efficiency in hiring and significantly increasing the volume of successful recruitments, which led to increased client invoicing.

Boosted staff onboarding and expanded the number of invoiced personnel for a key client account during multiple leadership changes by partnering with the Vice President to manage hiring and onboarding.

Developed and managed detailed SOWs, clearly defining project scopes and deliverables, aligning client expectations, and assisting in successful project outcomes.

Ensured compliance with SLAs for hiring and onboarding processes, contributing to efficient team expansions, increased invoicing by personnel, and maintaining high service standards.

Functioned as Site Owner and Administrator for a critical ensemble site, leading to successful contract renewal and enhanced site performance.

Improved client communication and project transparency by managing and streamlining the daily, bi-weekly, and monthly reporting process, ensuring timely delivery and effective resolution of report issues.

Met defined SLAs by leading integrated teams providing technical and operational support services, demonstrating strong leadership in troubleshooting, and consistently resolving technical connectivity issues.

CAREER BREAK Sep 2018 to Apr 2019

PROJECT MANAGER / BUSINESS ANALYST CGI Federal Oct 2017 to Aug 2018

Crafted SOWs, financial planning documents, and scheduling for various projects on the Aerojet Rocketdyne account, utilizing MS Project and MS Office Suite for organization and tracking.

Coordinated with vendors to obtain necessary hardware quotes, aligning with the project's financial constraints.

Implemented a communication plan tailored to all teams' needs, aiding in smoother project progression.

Committed to aligning each project with the SDLC to uphold quality standards and best practices.

Oversaw project key performance indicators and budget, balancing stakeholder interests and project objectives.

Worked with the cybersecurity team, focusing on a secure and efficient migration to Rackspace Data Center.

PROJECT MANAGER CGI Oct 2016 to Sep 2017

Facilitated the development of a secure, web-based database for NACHA's Third-Party Senders, involving requirement gathering and coordination with financial institutions to ensure the accuracy of security information.

Managed project lifecycle stages, including the kick-off and final review meetings with key stakeholders such as the President/CEO, CIO, and Senior Directors, ensuring alignment with client expectations and project objectives.

Maintained oversight of project scope, managing financial aspects, and coordinating with the CGI teams in Chennai, India, and CGI Infrastructure to support development needs.

Adhered to the SDLC in developing the application through MS Azure Cloud, demonstrating flexibility in integrating waterfall and agile processes to optimize project delivery.

DIRECTOR, CONSULTING, GLOBAL SERVICE DELIVERY MANAGER CGI Jul 2014 to Sep 2016

Led service desk operations in Manila, Philippines, and infrastructure system administration in Chennai, India, for the KinderCare Education Account, demonstrating expertise in coordinating international service teams.

Implemented CGI’s Management Foundation principles and processes for SLAs, focusing on metrics like Average Speed to Answer (ASA) and First Call Resolution (FCR) to enhance service and client satisfaction.

Directed the Application Support team in Chennai, India, handling business intelligence and Oracle applications, ensuring projects were aligned with the SDLC and using tools like Smartsheet, ServiceNow, and Jira.

INFRASTRUCTURE TEAM LEAD CGI Apr 2013 to Jul 2014

Provided integration team support for the Affordable Care Act project with the Hawaii Health Information Exchange (HIX) client, focusing on developing integration solutions that met business needs and industry best practices.

Orchestrated planning, organization, and monitoring of team activities, ensuring compliance with SDLC protocols.

Addressed and escalated critical risks and issues while analyzing user requirements and system processes to provide improvement recommendations to the client's business and IT teams.

Initiated and managed change requests and cloud-related problem tickets, contributing to maintaining smooth operational flows and timely issue resolution.

Fostered collaborative relationships between the CGI Tier 2 Application Team and the CGI Tier 1 Data Center Team.

DIRECTOR, CONSULTING, PROJECT MANAGER, BUSINESS ENGINEERING CGI Federal Jan 2012 to Apr 2013

Authored business proposals for the Centers for Medicare and Medicaid Services, Virtual Data Center, and CMS National Data Warehouse, blending business process insights with engineering solutions to meet client objectives.

Coordinated resources and continuous engagement with clients and stakeholders, contributing to the efficient and timely completion of strategic projects within specified budgets and quality parameters.

DIRECTOR, CONSULTING CGI Jan 2007 to Dec 2011

Supervised network engineering support teams, ensuring high-quality service delivery to the Phoenix Data Center and its clients by managing incident and problem resolution processes to maintain operational support.

Oversaw and executed disaster recovery plans, including conducting tabletop exercises, adhering to the SDLC in design reviews, and maintaining solid relationships with communication vendors.

LICENSES & CERTIFICATIONS

Project Management Professional (PMP) Project Management Institute 2381031 Nov 2024

ITIL Foundation Certificate in IT Service Management Pink Elephant

COLLEGE COURSEWORK

6 Credits Completed – Bachelor of Science (BS) University of Phoenix

60 Credits Completed – Bachelor of Science (BS) Oral Roberts University

PROFESSIONAL DEVELOPMENT

SAFe for Teams Training CGI Scrum Fundamentals Study

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