Service Delivery Customer

MIKE JORDAN

**********@*****.*** 281-***-**** Houston, Texas 77022

Summary

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Worked with clients from SMB companies to Fortune 10. Skills

Project Management

Self Motivation

High Communication Skills

High Empathy

Problem Solving

Organization

Negotiation

Experience

Sphaera Houston, TX

Director of Service Delivery

Operations Coordinator II

09/2023 - Current

Developed and maintained a service delivery model for the organization, focusing on customer satisfaction and efficiency.

Monitored and coordinated resources to ensure service delivery requirements were met within budget and timeframes. Ensured all deliverables adhered to quality standards through regular reviews of process documentation, performance metrics, and customer feedback.

Managed staff responsible for delivering services to customers including hiring, training, coaching, motivating, evaluating performance, and providing guidance as needed.

Established relationships with key stakeholders in order to ensure successful coordination of service delivery across departments. Identified opportunities for improvement in service delivery processes by analyzing data from customer surveys, feedback forms, and other sources. Collaborated with teams across the organization to develop new services that meet customer needs while ensuring profitability goals are achieved. Assisted in developing policies and procedures related to service delivery operations including SLAs and response times.

Provided technical expertise when troubleshooting issues that arise during the course of providing services to customers.

Switch, Inc. Houston, TX

Network Operations Manager

06/2022 - 06/2023

Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.

Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.

Maintained inventory of parts for everyday tasks.

Conferred with network users about solutions to existing system problems. Submitted recommendations regarding infrastructure overhauls. Hire, develop, and retain highly responsive and customer focused engineers to ensure the effective operation of the department. MJ

Switch, Inc. Houston, TX

Client Support Manager

07/2021 - 06/2022

Consulted with staff on resolution of complex service issues. Interviewed and hired staff.

Evaluated the work of staff to maintain quality and effectiveness of resources.Liaising with different departments about client queries. Monitoring and measuring client satisfaction.

Data Foundry, Inc. Houston, TX

Data Center Manager

07/2019 - 07/2021

Monitored network performance to determine adjustments needed. Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.

Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.

Ensure adherence of operational metrics.

Evaluates technical skills of the team and ensures there is an appropriate level of expertise.

Data Foundry, Inc. Houston, TX

Project Manager

03/2018 - 07/2019

Outlined work plans, assessed resources and determined timelines for projects

Maintained close connection with project personnel to quickly identify and resolve problems

Provided updates and managed inquiries for delivery of quality products and services

Produced status reports for customers and senior management Spearheaded project meetings with team members to discuss ongoing, planned and recently completed projects

Conducted technical and customer meetings to increase communication and strengthen internal and external relationships Secured continuous project scope alignment with business objectives and made modifications to enhance effectiveness toward the intended result Conferred with customers and engineers to assess equipment needs and determine system requirements.

Responsible for managing customer expectations in delivering superior levels of service.

Recognized for continually delivering above-average customer service. Data Foundry, Inc. Houston, TX

Sales Engineer

06/2015 - 03/2018

Conferred with customers and engineers to assess equipment needs and determine system requirements.

Planned various product configurations to meet diverse customer needs. Recommended improvements to customers and demonstrated potential cost reductions and process improvements.

Negotiated tender and contract terms to meet both client and company needs.

Discussed equipment needs with customers and engineers to determine system requirements.

Act as Voice of the Customer to translate needs to internal product teams. Responsible for managing customer expectations in delivering superior levels of service.

Recognized for continually delivering above-average customer service. Data Foundry, Inc. Houston, TX

Data Center Tech Data Center Tech II

Senior Data Center Tech

02/2006 - 06/2015

Assisted in monitoring and reporting on website traffic and performance Scripted and implemented network configurations for customers Ran, terminated, and dressed coax, copper, and fiber cables (RJ45, BNC, MM, SM)

Check graphs at least every 15 minutes and be the first to identify issues via PKv2 graphs/board

Perform facility walk-throughs

Document all interactions with customers, customer visits/interactions, RTs worked, and submit NOC Activity Reports

Managed quality control and maintained high level of customer satisfaction.

Troubleshot systems and equipment and ran tests to make effective recommendations.

Maintained test equipment to safety standards to drive process integrity and data validity.

Education and Training

University of Houston Houston, TX

Communications

Languages

Spanish:

Limited

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