Job Target: It Service delivery manager
edicated and results driven operations support professional with over 10 years of experience in the field of operational, technical, Services pre-sales and service support management. Adept in leadership and communication in order to oversee all service processes and lead teams towards achieving daily goals. Expertly identifies areas of improvement within operational processes and evaluates progress reports in order to strategize plans geared towards improving service quality. Offers a wide range of administrative and technical support, with knowledge of systematic protocols and technologies.
areas of expertise
Software Development life cycle
Leadership & Teamwork
Service management (SLA’s)
Customer service management
Project Planning & Design
Oral & Written Communication
Creating and meeting KPI’s
Data Gathering & Analysis
Organization & Prioritization
Proactive Problem solving
Technical Proficiencies: Microsoft Office Suite (Word, Excel, PowerPoint & Outlook, and Project)
Professional Experience and project highlights
Customer Operations Manager Cisco Systems June 2015 – May 2017
Execute positive customer service experiences by delivering services based on individual needs and requirements, resulting in a returning customer base.
Created and applied KPI’s and SLA’s to match customer criticality needs.
Maintain resourcefulness and leverage problem solving skills in order to resolve service issues.
Provide Services and Product presales support by coordinating with the Services sales team, Product sales team, and account managers. in order to ensure smooth and convincing business case.
Collaborated with clients and stakeholders to complete technical support projects and respond to Network Administration issues.
Analyze service reports using evaluation skills and identify areas of improvement, planning strategies geared towards enhancing service operations and delivery.
Demonstrates strong presentation skills, capability to negotiate with customers and IT services in order to best meet customer demands.
Service Support Manager Cisco Systems May 2011 – June 2015
Applied communication and consultation skills in order to provide advisory services to clients.
Provided operational and performance evaluation by organizing quarterly business review meetings, using analytical skills to assess departmental progress.
Utilized project management skills in order to lead and participate in meetings regarding open cases and customer network plans.
Consistently maintained client relations by coordinating with Cisco Teams to de-escalate issues and strategically plan problem resolution initiatives.
Provided administrative support by maintaining and updating customer databases in order to ensure accurate and up-to-date information for follow-up.
Demonstrate leadership ability by overseeing team operations, ensuring completion of duties on time, on budget and in compliance with client requests.
Data Network Operation Manager STC Aug. 2002 – May 2011
Demonstrated leadership and supervisory skills by leading team of 20 engineers and technicians.
Multitasking abilities leveraged in order to perform as the point-of-contact in charge of managing IT network structures for local, regional, and corporate teams.
Managed and organized supply chain management operations and utilized inventory management skills in order to determine accurate supplies and demands.
Lead Network and Operation & Support team using technical prowess to resolve high-level technical issues resulting in increased operational efficiency and target delivery.
Exhibited effective network support by applying prioritization and operations management skills to provide services for over 3000 Cisco devices and 200 remote offices.
Provided training, coaching and development for new and current employees in compliance with operational standards of service.
Provided data network performance support through consultation services, using communication and analytical skills in order to evaluate client needs and resolve network issues.
Project management skills applied in order to successfully execute a network operation consisting of 36 engineers, overseeing operational processes and providing regular guidance to team members.
Maintained high degree of knowledge in data networking in order to provide support for core technologies LAN/WAN, routing protocols, LAN switching technologies, and WAN protocols
Education & Professional Development
Bachelor of Engineering (B.Eng), Electrical Engineering
Southern University – Baton Rouge, Louisiana, USA
Technical Training & Certifications
-PMP Certification Candidate (within 6 months)
-ITIL foundation certification V3
-ITIL Release, Control & Validation certification (RCV)
-ITIL Service offerings and agreements
-High-Value Business Conversations
-Cisco Professional Consulting Development Program (CDP2)
-Advanced Cisco Router Configuration.
-Cisco Internetwork Troubleshooting (CIT).
-Advanced BGP Configuration and Troubleshooting.
-Implementing Cisco QOS.
-Implementing Cisco MPLS.
-CCIE - CCIE R&S Boot Camp (Technology Boot Camp + Lab Boot Camp)
-CCNP – Cisco Certified Network Profession
~ References Available Upon Request ~