Customer Success Service Delivery
Resume:
Anthony Lipari
NY, ***** *******@*******.***
Customer Success & Service Delivery Leader Technical Support & Operations Management Accomplished Customer Success and Service Delivery Manager with extensive experience in technical support, managed print services, and enterprise IT solutions. Proven ability to drive customer satisfaction, optimize service delivery, and manage P&L in high-stakes environments. Expertise in stakeholder engagement, executive communication, and relationship management with senior customer leadership. Adept at leading teams, ensuring operational excellence, and resolving complex post-sales support issues for mission-critical systems. Passionate about leveraging technical expertise and strategic leadership to enhance customer experiences and business performance.
Expertise
Customer Success Management Service Delivery Technical Support IT Operations Enterprise Solutions Managed Print Services P&L Management Customer Satisfaction Executive Communication Stakeholder Engagement Post-Sales Support IT Infrastructure Networking & Storage Business Reviews Fleet Uptime Management Process Optimization Relationship Management Team Leadership Escalation Management Performance Metrics
Work Experience
Hewlett Packard Inc. 2018 – 2025
Customer Success Manager
Managed Print Service
Customer Success Manager responsible for end-to-end customer experience in MPS. Responsible for P&L, Customer Satisfaction through yearly survey’s, Quarterly Business Reviews, Fleet uptime, Relationship Management with Senior Customer Management and Internal HP Organizations. JPMC, Brooklyn, NY 2017 – 2018
Service Delivery Manager Peak Systems
Service Delivery Manager supporting Desktop and Printer Field Engineers at Multiple locations within JPMC for Hewlett Packard Inc.
Hewlett Packard Enterprise 2013 – 1997
Service Experience Manager, 2013 - 2017
Liaison between HPSD, HPN, HPS Sales, and TS Support.
• Provided complex post-sales support issues that are receiving senior management attention and causing disruption with the sales cycle.
• Focused attention on support issues (Networking, Server, Storage), keeping Sales informed/updated as issues are being addressed.
• Managed executive communication when appropriate. Service Delivery Manager
Service Delivery Manager supporting Enterprise and Mission Critical Customers in Manhattan, Brooklyn, Queens, Bronx, Nassau, and Suffolk Counties in the NY Metro Area. Responsibilities include, but not limited to managing employee development, employee performance review, and achieving a balance scorecard aligned with Area Director BFT.
Account Support Engineer
Account Support Engineer delivering Proactive
Services to assigned NY Area Customers.
Hardware Support Specialist
Hardware Support Specialist delivering Pro-Active services to Mission Critical and Enterprise Customers. Customer Engineer
Customer Engineer servicing and maintaining the 9000/3000 Installed customer base performing scheduled and reactive service.
Additional Experience
Manpower Technical Services, New York, New York
Contracted Customer Engineer
Contracted Customer Engineer for Hewlett-Packard servicing Printers, plotters, and Classic 3000 systems. Hewlett-Packard, New York, New York
Senior Account Customer Engineer
Senior Account Customer Engineer whose primary responsibilities Were coordinating C.E. training schedule, assigning Account Assignment, maintaining my own accounts, and relieving CEDM of daily tasks. Performed all site preps for new and existing Customers. I was directly involved with Sales on configuration and upgrades of new and existing customers. Received Sales Support MVP award in 1988. Four-Phase Systems, New York, New York
Senior Account Customer Engineer
Senior Account Customer Engineer. My role was team leader with 12 C.E.’s reporting to me. Responsibilities included but not limited to Account Assignment, training schedules, technical resource involved in escalation process.
Education
Computer Technology, Graduated, DeVry Technical Institute
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