Service Delivery Manager

MANNY LEON

Hackensack, NJ 551-***-**** **********@*****.*** linkedin.com/in/mannyrleon

PROFESSIONAL SUMMARY

Accomplished IT Director with a proven track record of driving IT operations to support business growth and organizational efficiency. Known for strong leadership, with expertise in service delivery, strategic planning, project management, and relationship building. Skilled at aligning IT initiatives with business objectives to deliver innovative solutions. A strong communicator and collaborator, adept at working with diverse teams across all organizational levels. CORE COMPETENCIES

Operations Management Customer Service

Team Leadership Project Management

Process Improvement Vendor Management

Software Migrations Efficiency ITSM

Optimization Time Management

Documentation Management M&A

Standards Management Level 1, 2, 3 Support

Communication IT Support Strategy

Team Development

SKILLS

Software: Proficient in Windows, Mac, iGel, VDI, (QSR) POS-Toast, Citrix, Active Directory, Azure, Epic, Cerner, MyChart, Duo Mobile, AirWatch, Intune, Veeam, Altiris, Acronis, Clonezilla, Universal Imaging, SCCM, PCMover, ServiceNow, Magic Service-Desk Suite, Zoho, MS Office 365, Google Workspace, Polycom VoIP, Avaya Phones, various imaging, backup, and software upgrade tools.

Hardware: Experienced with desktops, laptops, mobile devices, ELO tablets, signature pads, cameras, credit card swipes, handheld scanners, routers, switches, modems, Cisco Meraki, audio/video conferencing equipment, cable management, and hardware upgrades. PROFESSIONAL EXPERIENCE

Wipro East Brunswick, NJ November 2023 – May 2024 Senior Manager of IT: 2023 – 2024 Contracts

Led a team of 11 IT professionals, driving service desk operations and improving user satisfaction by 3% .

Developed KPIs and performance metrics, increasing team productivity by 25 and optimizing workflow efficiency.

Optimized the escalation process, cutinng response times by 0% and accelerating issue resolution.

Designed and implemented structured SOPs and knowledge base frameworks, driving operational efficiency and streamlining processes.

Strengthen communication by reducing time to notify the end user regarding service disruptions or maintenances. Prospect Medical Holdings Inc. Hackensack, NJ July 2020 – July 2023 National Director of IT Operations: 2021 – 2023 National Manager of IT Operations: 2020 – 2021

Directed a team of 0% IT professionals to support daily operations and driving IT efficiency across helpdesk, desktop, and network services.

Trained, and mentored staff, leading performance appraisals and promoting continuous employee development.

Enhanced the customer experience by implementing best practices and improving service management processes.

Cut spending by 05 and increased IT project output by streamlining operations, optimizing hiring, boosting staff performance, and outsourcing non-essential tasks.

Fostered strong vendor relationships and negotiated contracts to optimize services and reduce costs.

Saved $25k monthly per location by leading the rollout of interpretation devices.

Delivered a 38 year-over-year savings through cost-cutinng initiatives in hardware purchases.

Enhanced desktop control and energy efficiency, reducing costs by 05 through a Windows upgrade for 8%% (iGel) thin clients, including migration from Windows 7/1% to Windows 11. MANNY LEON

Hackensack, NJ 551-***-**** **********@*****.*** linkedin.com/in/mannyrleon PROFESSIONAL EXPERIENCE CONTINUED

Developed the national emergency protocol, reducing turnaround from 2 hours to 15 minutes.

Spearheaded the initiative to upgrade Access Points to go Meraki with success.

Monitored offshore and onshore assistance, reassuring customer satisfaction a priority. Le Pain Quotidien New York, NY February 2018 – April 2020 Senior IT Support Manager: 2020 IT Support Manager: 2018 – 2020

Managed IT support teams (tiers 1, 2, 3) of 15 technicians, overseeing global daily operations.

Resolved incidents, requests, and change orders to meet service level agreements via Service Desk Plus (Zoho).

Played a key role in driving Le Pain Quotidien to achieve global status by supporting end-user computing for restaurants, corporate offices, and remote users across 22% global locations.

Increased team member performance by clearly defining employee roles and setinng achievable improvement goals.

Improved cost control by 25 by identifying and addressing key improvement areas.

Administered an IT operations budget of $225k, managing invoice approval and processing.

Diagnosed and resolved network and hardware issues, including WAPs, modems, Fortinet, Switches, Patch panels.

Upgraded 95 locations with new point-of-sales systems and hardware in under 0 months. Town Sports International (NYSC, BSC, WSC, PSC, LR, TG) New York, NY September 2010 – February 2018 IT Manager, Systems Administrator: 2016 – 2018 Senior Systems Administrator: 2011 – 2016 Systems Administrator: 2010 – 2011

Oversaw IT operations, for levels 1, 2, and vendor support for over 9%%% users across 176 clubs and 5 corporate (c-suite) locations, managing a team of 2% technicians.

Managed incidents, requests, and problems, including change orders, in ServiceNow, meeting all SLA’s.

Implementation key IT projects, including patching, anti virus management, point-of-service installations, data and application transfer for Windows upgrades, image creation, and hardware procurement.

Directed (M&A) acquisition planning and implementation of Lucille Roberts and TMPL Gyms, ensuring a seamless transition and operational readiness.

EDUCATION & PROFESSIONAL DEVELOPMENT

Ramapo College, Mahwah, NJ

Bachelor of Science (Candidate) – Computer Science Bergen Community College, Paramus, NJ

Coursework in Computer Science

Certification: A+ Certified Hardware Excel Level 2 & 3 Career Edge (MS Office) Training: ITIL MCDST

LANGUAGES

English & Spanish (Fully Bilingual)

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