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Service Delivery Manager, IT Manager

Dallas, Texas, United States
May 17, 2018

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Roke M Mafnas

**** **** ***** *****

Forney, TX *5126


Insightful, results-driven Information Systems Management professional with 17 years of broad experience of Information Technology and Management experience; adept in problem-solving, learning and applying new technologies. I am a highly motivated and detail-oriented professional; steadfast and assertive in providing excellence in leadership and customer service.

I am well rounded with exemplary interpersonal, presentation, and organizational skills


•Project Management •Resource Management •Group Collaborations • Facilitating Teams • Detail Oriented

•Technically Inclined •Foster Team Environment • Customer Focused •Good oral and written communication


Field Nations April 2018 – Present

Technician 973-***-****

Diagnose and troubleshoot PC, laptops, POS systems

Replace and/or upgrade systems at client locations

Run and terminate CAT5 cable

Imaging and configuring systems

Pack and send return equipment back to factory location via courier service

Hemmersbach US LLC, Miami, FL (working remotely in Dallas, TX) April 2014-October 2017

Service Delivery Manager 786-***-****

Transition & Transformation Management

Deal Implementation for dedicated customer projects

Leading and Coordinating of the Delivery Teams

Manage daily operational activities

Manage and monitor SLA reports for ticket metrics for KPI goals

Monitor and manage resource and cost

Escalation handling

Provide commercial and collaboration support with project teams.

Manage staff, new hires, scheduling, OT/vacation approvals

Manage specific ticket queues with Service Now ticket system and exported reports

Continuous review of existing processes for areas of improvement

Maintain relationships with client, partner management, & vendors

Managed multiple accounts in the AMS region.

Sandvik, Inc., Fair Lawn, NJ March 2014 - April2014

Help Desk Support 201-***-****

Provide phone online support for incoming calls.

Create and dispatch tickets to Level 2 support.

Assist managing the Help Desk Inbox for new or pending issues

IBM (Sandvik, Inc.) Fair Lawn, NJ July 2011 – March 2014

Technical Team Lead / Local IT Coordinator 201-***-****

Manage daily operations for Local IT Support team

Monitor and maintain SLA metrics of service delivery for stakeholders

Implementation of new processes/procedures

Delegation of projects

Negotiate internal and external service level agreements

Change Advisory Board meetings.

Receive and process feedback from department managers for services delivered

Conduct technician staff meetings

Travel to remote sites for services follow up

Conduct employee performance reviews

Other assigned project management duties

Managed new hardware refresh project

Install and configure SCCM client for software patch and deployment

Troubleshoot SCCM client via registry entry, RAP, and Configuration Manager with shell script report

Install image refreshes from XP to Windows 7 as needed on laptops and desktops

Merck Inc., Kenilworth, NJ September 2010 – December 2010

Desktop Support 908-***-****

Performed data migration and computer refresh project

Configured proprietary applications, created computer names

Enabled user accounts or reset passwords in AD

Northwest/Delta Airlines, Newark, NJ May 2005 – April 2010

Field Engineer 734-***-****

Maintained and repaired all printing devices throughout sites

Monitored SLA’s on ticket resolutions using Infoman system

Install and configure Kinetics Kiosk e-Ticket machines

Image / configure systems for specific roles.

Provide remote support via Remote Desktop, DameWare, or VNC.

Troubleshoot software ie MS Suite 2003, IE, AOP, DeltaMatics

Citrix client, Radia, and Norton Anti-virus

Project management for dual hardware/software installation

during company merger.

Configure various mainframe software

Maintain all system inventories

Return defective parts to R&L.

Managed the rollout upgrade from XP to Vista

Conducted preventive maintenance on all PC’s, printers

Conducted hardware refresh projects in multiple airports

Managed hardware refresh projects in multiple airports

New image and hardware deployment

Setup and tested ticket counters for seasonal travel

DoveBid Inc., Foster City July 2002 – May 2005

Technical Support Services 650-***-****

Provided desktop support for all end users across the board.

Imaged systems using Ghost V7.0.

Installed and configured various applications and software for user setup

Run report logs for WAN and Firewall data traffic status.

Monitor network using Sniffer Pro to check for packet lost.

Pack and send computer equipment to remote users globally.

Provide onsite and global remote technical support

Utilize HFNetchk tool to scan and push out security patches system updates, and fixes to all end users

Manage Technical Support mailbox.

Completed O/S rollout from W2K to XP.

Create NT and Exchanger Server accounts.

Perform field service calls to remote office.

Assist in installing Cisco switches, PIX Firewall, Compaq and Sun Micro system servers.

Managed refresh rollout for hardware and O/S upgrade

Assisted in the test network environment setup and configuration

Install, configure, and troubleshoot Norton Enterprise Anti-Virus software

BeyonDSL, Woodland, CA January 2002 – March 2002

Wireless Technician 530-***-****

Installed and configured 2.4MHz Breeze Com wireless radios

Conducted line of site to pop sites for installation quote.

I managed inventory listing on all parts and IP addresses

Installed and mounted antennas, LMR400 cable and lightning arrestors

24-hour on-call technical support for wireless outages.

Continental Airlines, Tamuning, GU October 2000 – September 2001

IT Specialist 671-***-****

Provided desktop and network support for users locally and off-island.

Installed various proprietary and commercial software

Diagnose and repair laptops and desktops, and Laser Jet printers.

Configure settings on desktops for various application and access.

Assisted in network equipment installation and refresh project

Installed and terminated CAT5 network cabling.

Perform preventive maintenance on all PCs and printers.

Executed W2K rollout upgrade

Manage data migration and implementation from Win9X to W2K

Created documentation on technical procedures for software, hardware installation and upgrades.


Management and Strategy Institute August 31, 2017

Lean Six Sigma Certification(white belt)

Franklin Covey August 2016

Leadership: Great Leaders – Great Team – Great Results

Stephen Covey August 2015

7 Habits of Highly Effective People

Sandvik Jan 2012 to April 2012

Leadership Training

G.C.C.-Mangilao, GU - Computer Science August 1993 to January 1994

COBOL, Intro to Data Processing, and QBasic

IBC-Tamuning, GU - Information Processing Specialist October 1990 to March 1991

Lotus 1-2-3, Dbase, WordStar, Typing I, Business Math and Business Law

JFK H.S.-Tumon, GU - Academic Subjects August 1982 to June 02, 1985

Academics Subjects, Industrial Arts, Basic Computer, Physical Education

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