Customer Service Manager

Betty Jean Birdsell

201-***-****

**** ***** ***** *., **** Raton, FL 33486

**************@*****.***

SERVICE DELIVERY MANAGEMENT professional with extensive knowledge and

experience with diverse IT Architecture and Enterprise IT. Proven ability

to comprehend project lifecycle and manage diverse projects.

EXPERIENCE

SUNGARD AVAILABILITY SERVICES (formerly Comdisco), Carlstadt, NJ

1993- 2014

Service Delivery Manager (11/2001- 6/2014)

Responsible for strategic relationship with customers. Managed customer

implementations, managed recovery engagements and sales support. Gained

extensive service delivery experience as a subject matter expert.

. Managed and coordinated all aspects of service delivery methodologies

for SunGard services through Customer Workshops, Project, Change and

Incident Management.

. Expert knowledge of IT Operational Processes, Project Lifecycle,

Business Communications and Business Process & Model

. Delivered focused attention and technical competency to complex

accounts.

Manager, System Integration (Comdisco Disaster Recovery Services) 5/1993-

11/2001)

Established client relationships as a business continuity provider with

strong understanding of Technology Service Infrastructure Hardware,

Software, Networking, and Application Operations.

. Incorporated Customer Service and System Integration teams to leverage

technical expertise to IT processes and drive continuous process

improvements

. Demonstrated ability to lead discussions throughout client base with C-

Level Executives

. Managed and supported Advanced Recovery Services implementation and

migration solutions

MUTUAL OF AMERICA, Boca Raton, FL

1985- 1993

Manager, Computer Operations

Managed all activities within IT Architecture and Enterprise IT to include

management of (25) technical staff professionals.

. Administered a $10.0 million budget which included, budget

preparations, forecasting, third party negotiations and equipment

acquisitions

. Demonstrated experience in managing large IT projects with business

process focus

. Delivered projects in IT project portfolio on-time, cost effectively,

within budget and ensured strategic and business requirements were met

. Migrated mainframe system environment from DOS to MVS. Project scope

included new implementations, migration of existing environments and

technology refresh programs for associated peripherals

. Managed and directed relocation of the New York data center to Boca

Raton, FL

XEROX CORPORATION, New York, NY

1981- 1985

Data Center Manager

Managed all activities within IT Architecture and Enterprise IT which

included management of (12) technical staff professionals.

. Administered a $2.0 million budget which included, budget

preparations, forecasting, third party negotiations and equipment

acquisitions

. Delivered projects in IT project portfolio on-time, cost effectively,

within budget and ensured strategic and business requirements were met

. Personally managed and directed relocation of New York data center to

new corporate offices

SKILLS

Hardware: IBM Series, AIX Series, AS/400 Series, Amdahl 480/V7, Magnuson

80/43, ATEX 8028, HP Series, SUN Series, Dell & HP Servers

Operating Systems: Z/OS, OS/390, MVS/ESA, WINDOWS, LINUX, VMWARE, SOLARIS,

IGNITE

Application Systems: MICROSOFT SUITE, JCL, TMS, ROSCOE, JARS, CICS,

LIBRARIAN, RAMIS, COBOL, NOMAD, REMEDY, LOTUS NOTES, OUTLOOK

QUALIFICATIONS/KNOWLEDGE

Managed Services, Enterprise Cloud Hosting, Operating Systems fundamentals

and Vaulting Technologies

Service Management based on ITIL and Lean Six Sigma

Knowledge change, incident and problem management processes and tools

Recovery Applications: CommVault, eVault, EMC Legato Networker, IBM Tivoli,

NetBackup and Backup Exec

Knowledge of networking technologies, network architecture and connectivity

Storage Replication fundamentals (i.e. EMC, Hitachi, NetApp)

Storage Area Networks (SAN)

Project Management related experience in all facets of IT Services

CERTIFICATIONS

DRP501 Business Continuity (Certificate of Attendance) - DRI, International

Test Manager Certification - SunGard

Crisis Management Certification- SunGard

Project Management Certification- Skillsoft

Incident Investigation and Root Cause Analysis- TapRoot

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