Service Delivery It

E X E C U T I V E S U M M A R Y

Dynamic IT leader with 18+ years of experience in technology and healthcare sectors, specializing in driving strategic initiatives, optimizing service delivery, and leading cross-functional teams to exceed business objectives. Proven track record in project management, IT service management, and process improvement, coupled with a strong ability to foster innovation and efficiency. Exceptional communicator and strategist, adept at aligning IT capabilities with business goals to drive growth and transformation.

C O N T A C T

E X P E R I E N C E

Phone: 972-***-****

Email: ********.******@*****.***

Senior ITSM Director

Texas Dept. of Transportation, 4/2023 - 12/2023

Directed IT strategies, aligning with business

S K I L L S

Strategic Leadership & Planning Project & Program Management

IT Service Management (ITSM) & ITIL Agile & Scrum Methodologies

Business Process Improvement (Six Sigma Black Belt)

Vendor & Client Relationship Management

Data Analysis & IT Process Optimization

Change Management & Organizational Transformation

Healthcare IT Compliance (HIPAA/PHI Certified)

Technical Proficiencies: ServiceNow, BMC Remedy, ASANA, MS Project, SQL, Quality Assurance

E D U C A T I O N

Six Sigma Black Belt

ITIL V3 Foundations Level Course

Project Management Professional (PMP) Education

PRINCE2 Foundation Education

A.S. in Business, Colorado Technical University, March 2006

K E Y A C H I E V E M E N T S

goals to support operational excellence and digital transformation initiatives.

Enhanced IT service delivery by implementing best practices in ITIL and Agile methodologies, resulting in a 25% increase in efficiency.

Spearheaded the management and optimization of Service Level Agreements, achieving a 30% improvement in compliance rates.

Customer Service Delivery Manager

CompuCom, 3/2019 – 2/2023

Managed a $5.5 million annual revenue account, spearheading development opportunities that achieved consistent growth and an 8-10K monthly revenue increment.

Introduced ITIL-based problem & incident management processes, reducing SLA errors by 85% and achieving an 80% reduction in open ticket backlog.

IT Program Manager/Acting Scrum Master

Electronic Transaction Consultants, 9/2018 – 3/2019

Led cross-functional teams in the development and implementation of new tollway authority projects, reducing time reporting discrepancies by 45%.

Managed project plans, scheduling, and financials, ensuring timely and budget-compliant delivery of services.

Successfully led enterprise migrations and IT service improvements, achieving significant enhancements in system efficiency and customer satisfaction.

Demonstrated excellence in vendor management and client advocacy, resulting in sustained revenue growth and high client CSAT scores.

Awarded for leadership in process improvement initiatives, applying Six Sigma methodologies to achieve notable operational efficiencies.

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