ANTHONY MELOCHE

ADDRESS: **** ***** ****, ******, ******** 48430 PHONE: 248-***-**** EMAIL: ac1v73@r.postjobfree.com IT SERVICE DELIVERY MANAGER

QUALIFICATIONS PROFILE

Seasoned, performance-focused, and multifaceted professional offering over 20 years of experience in information technology; complemented with hands-on background in infrastructure support, project management, and consulting. Analytical leader, known for strategic and proactive management approach in identifying complex solutions, directing and coordinating team efforts, and overseeing the delivery of technology services to clients while ensuring compliance with service level agreement (SLA). Armed with excellent communication skills, combined with strong interpersonal, leadership, critical- thinking, and problem-solving aptitudes. Effective at collaborating and establishing positive working relationship with diverse groups of individuals.

CORE COMPETENCIES

Infrastructure Operations ~ Account Management ~ Change Management ~ IT Business Analysis Process Improvement ~ Customer Relationship and Vendor Management ~ Cross-functional Collaboration ~ Organizational Leadership and Team Building ~ Incident Management PROFESSIONAL EXPERIENCE

HEWLETT PACKARD, INC. PONTIAC, MI

IT Service Delivery Manager 2011–2017

Display competency in fulfilling various roles and responsibilities including:

- Senior production environment manager, responsible for maintaining stable infrastructure and application environment to maintain availability of services to internal and external clients.

- Lead global incident manager, responsible for dealing with and resolving complex issues and driving continuous analysis and process improvement in connection with infrastructure support.

- Business analyst, in charge of performing the following: o Identification of gaps on ongoing support processes and environment forecasts within entire global infrastructure; as well as analyzing firmware, OS patch levels, hardware, software, and database vendor maintenance contracts renewals;

o Participating in third-party engagement activities to reduce overall support costs while maintaining existing levels of response time; and

o Collection of requirements from both internal application and infrastructure teams which was used to proactively identify entire global environment future service growth.

- Account delivery manager, liable for legacy infrastructure environment including roles of change and project management as well as deployment of processes and client improvement initiatives.

- Global performance and capability manager, accountable for identifying trends to enhance infrastructure performance and overall client experience as well as interpreting data generated from the hardware infrastructure environment in terms of system usage as it relates to established performance levels.

- Infrastructure project manager for globally management efforts related to application and hardware migrations and upgrades within data center and client locations.

Earned distinction for consistently obtaining high performance rating. Technology Consultant III 2008–2011

Directed Critical Severity Team in supporting infrastructure and client-level engagement to obtain optimal resolutions.

Oversaw onsite technical resources located across various customer offices to support resolution of infrastructure and end-user issues.

Managed client relationship while reviewing technology trends to streamline processes.

Developed ongoing technical processes for internal support of HP services utilized by clients.

Took part in the renovation of more than 5,000 client workstations.

Held responsibility in handling procurement and performing infrastructure hardware asset tracking. ELECTRONIC DATA SYSTEMS DETROIT, MI

Infrastructure Specialist 1994–2008

Successfully installed over 200 Windows high-availability (HA) cluster solutions for numerous clients.

Provided level III infrastructure support to all end-user computing client issues.

Expertly dealt with 24x7 remote and onsite-infrastructure restoration to customers across North America.

Developed and executed processes needed to accomplish all project-related tasks.

Rendered disaster recovery support which involved conducting annual drills within client infrastructure environment for disaster preparedness and awareness.

Liaised with clients to enhance support relationship and maximized business opportunities by determining areas for potential growth.

EDUCATION AND CREDENTIALS

Coursework in Business Management Oakland Community College Royal Oak, MI Coursework in Business Administration, Management and Operations Western Michigan University Kalamazoo, MI Sigma Phi Epsilon

ITIL – Foundation Certificate in IT Service Management v3, CSME: 2012 Microsoft Certified Professional – Managing & Maintaining MS Win Server 2003, Horizons: 2007 TECHNICAL SKILLS

Windows (Microsoft Server and Microsoft Windows) Microsoft Office Applications (Visio and Project) Software/Tools Service Manager Hardware (HP, Dell, EMC, StorageTek, and IBM)

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