Service Manager

**************@*****.*** 214-***-****

PROFILE

Excelling in streamlining, strengthening existing operations and client relations, I am a Service Delivery Manager with over 5 years of experience and expertise in managing global clients. I identify inefficient processes, implement reliable cost-effective solutions and improve company quality.

•Well-developed analytical skills with over 15 years of experience within the IT Industry.

•Exceptional interpersonal and business communication skills with the ability to motivate and established confident client relationships.

•Developed trust and coordination with internal and external senior management executives, colleagues and subordinates.

•Managed and trained multiple teams ensuring internal and external Service Level Agreements (SLA) are exceeded.

EXPERIENCE

Pivot Technologies

Service Delivery Manager

2018 – Present

Manage service delivery accounts for multiple medium and large multi-service clients. Serve as a client advocate and primary interface for customers on all issues concerning Service Desk and Managed Services. Operate with senior members of management to develop ideas for expansion of service opportunities. Coordinate with clients to identify opportunities for equipment updates or expansion.

•Achieve 93% customer satisfaction by negotiating service changes, streamline daily actives and develop efficient processes for clients.

•Establish new and improve existing client relationships resulting in a 20% increase of business allocated to Pivot Technologies.

•Monitor and assess results of the Service Desk and Network Operations Center (NOC) teams to ensure internal and external SLA's are exceeded

•Increase first call resolution for multiple clients by 25%.

•Identify clients with specific network or service requirements to develop an effective plan of action to address any immediate or anticipated issues.

•Negotiate data monitoring thresholds with clients with specific monitoring needs, ensuring customer satisfaction.

•Analyze metrics to optimize technician service levels and improve SLA response and resolution times

•Develop and present high-level IT operational reports to internal and third-party executives.

Presidio Solutions

Service Delivery Manager

2013 – 2018

Maintained and grew client relations for 150+ global accounts. Served as the single point of contact for escalations to ensure high quality service solutions and contract deliverables met. Anticipated upcoming customer needs by proactively studying network utilization reports and trends to develop effective action plans for clients.

•Assisted in reducing overall operational costs by ensuring work was correctly scoped and staffed (technicians, engineers, vendors, etc.) to address client needs and for timely completion.

•Negotiated service changes with clients to increased client satisfaction while increasing revenue the company’s revenue.

•Reduced support costs by working with clients to develop new workflows and standard operating procedures to provide efficiency and document processes.

•Incident Management of Severity 1 and 2 incidents and resolved customer escalations with Service Desk and the NOC.

Senior NOC Technician

Provided network surveillance, troubleshooting and restoration of service affecting or potentially service affecting network events/issues for over 500+ clients.

•Developed operational guides and operational checklists to ensure complete and accurate data processing

•Developed work schedules for the NOC team ensuring needed coverage provided.

•Provided training for new employees.

Verizon Communications

In-charge Network Operations Supervisor

2006 – 2013

Led and managed teams of up to 15 direct reports. Provided customer and technical support to over 3 million+ business and residential users.

•Provided root cause analyst for First Call Resolution by analyzing trouble tickets

•Developed training materials to assist agents in providing accurate and precise information to customers, and decrease call time

Internal Help Desk Analyst

Second level escalation point who actively participated in communication, escalation, and the prioritization of critical/high priority incidents and events.

Fiber Solution Analyst

Analyze and troubleshot fiber optic networks and equipment for Verizon FiOS businesses and residential customers by addressing and resolving issues with in-depth problem-solving skills.

EDUCATION

Western Governors University

2017 – Present Bachelor of Science, Business Management

Dallas County Community College

2013 Cisco Networking Academy, CCNA Expired

ESTACIA JENKINS

Contact this candidate