Service Delivery Project Manager
Resume:
Mark Kedziora
Mount Arlington, NJ ***** 908-***-****
www.linkedin.com/in/mkedziora *****-********@*****.***
Service Delivery Manager
Deliver business and technology solutions with client satisfaction as primary goal
Skilled manager working within Fortune 500 companies leading multiple service delivery groups in IT and healthcare industries. Strong work ethic passionate about supporting employees. Project Manager overseeing 15 projects a year with revenue over $125K, finishing on time and under budget. Adept at supervising various service lines around the world, providing exceptional service while meeting service level agreements (SLA) and implementing changes without client impact. Collaborate with auditors to ensure compliance. Improve processes with professionalism needed for the success of teammates and staff.
Core Competencies:
Project Management Account Management Change Management Information Security
Operations Management Customer Service Audit Compliance
Professional Experience
IBM, Armonk, NY 1997 – Present
Cloud Identity Service Solution Manager 2015-present
Manage the Cloud Identify Security business partners and client relationships globally for multiple customer across various industries.
Member of the Security Change Review Board which entails approval internal and external security changes, identify potential issues, identify project charge, determine the scope., identify parties, secure the requires resources, support the business needs, and approving the tasks.
Lead Subject Matter Experts and Engineers managing security risks, security governance, security awareness, identity and access management, vulnerability management, security operations, security engineering, security architecture, internal fraud and agent victim fraud.
Member of the Security Change Review Board which entails approval internal and external security changes, identify potential issues, identify project charge, determine the scope., identify parties, secure the requires resources, support the business needs, and approving the tasks.
Facilitate executive meetings and consult with the executive team to resolve critical security exposures.
Manage On-Call for critical issues for a 24/7 Technical Support Team.
Service Delivery Manager, Welch Allyn Account 2012 – 2015
Manage various service lines on account which include helpdesk, deskside, Malware, and security management.
Managed over 15 projects yearly worth total of over $100k of revenue. Projects have included site relocations and transitioning of new services on to account, increasing productivity for customer.
Served as focal point on account for 3rd-party vendors such AT&T, Vital Networks and various staffing companies that serviced account, providing customer with best service possible.
Supported DPE with all Sector resource actions, demonstrating appropriate leadership and risk management to obtain business challenge targets and ensuring completion in cost effective and timely manner.
Established and maintained high level of customer satisfaction through service delivery excellence, collaboration and addressing critical items as communicated by client.
Managed team monitoring intrusion detection and security information management for information systems and networks
Ensured all network devices were up and running 24/7 and collaborated with various outside teams when outages occurred to get devices up and running in shortest time possible.
Mark Kedziora *****-********@*****.*** Page Two
Account Delivery Manager, Johnson & Johnson Account 2010 – 2012
Managed helpdesk service line which consisted of over 120 agents and up to 10 management staff in 3 different countries while monitoring daily activities and improving processes.
Acted as escalation focal point for 12 US-based Service Delivery Managers on all account-related activities, ensuring that all contractual obligations were fulfilled.
Handled 8 helpdesk monthly service level metrics which were met with strong focus on customer satisfaction while increasing percentage by 4% overall and 7% in India over a 6-month period.
Managed major project of customer’s for products FDA submission which lasted over 3 months and provided client what was necessary with strong results as a result of their timely submission.
Added scripts and procedures, allowing staff to better serve customer while increasing SLA metrics with specific focus on improving customer satisfaction and speed to answer.
Focused on VIP handling to decrease wait time and improve way calls were handled by rewriting procedures on how to handle these types of calls in more efficient manner.
Service Delivery Manager, Johnson & Johnson Account 2006 – 2010
Operations manager role for 6 locations spread out over multiple divisions. Supervised up to 25 individuals on account making sure IBM team meet or exceeded all contractual targets during year with no severity 1 misses.
Maintained highly valued customer relationships, resulting in achievement of Monthly IBM customer SLA targets and customer satisfaction average of over 93% across operating companies.
Coordinated and guaranteed projects were completed on time up to IBM standards and customer was completely satisfied.
Formulated strategies, implementing new ideas and encouraging team effort to generate better results which increased customer satisfaction ratings.
Prepared daily report on operations and submitted to account, bringing awareness of outages across account.
Migrated ticketing system to the ITSM system currently used today.
Team Lead, IBM Global Services, Raritan, NJ 2002 – 2006
Provided 24-hour on call support and made numerous off-hour site visits on high-severity call outs. Ensured team completed all administrative tasks and management deliverables in timely and accurate manner.
Exceeded all contractual SLAs with customer satisfaction over 96% over last 3 years.
Managed all projects on site, guaranteeing all personnel was scheduled in a timely manner and that the project was completed on time and up to IBM standards.
Served as IBM site focal for security and made daily and off-hour spot-checks of personnel, enabling staff to remain compliance with safety and security guidelines.
Worked with other IBM organizations such as Backup and Recovery and Logical Access whenever needed to support customer.
Deskside Support Representative 1997 – 2001
Education
Computer and Business Administration, Raritan Valley Community College
Technical Skills
Excel in Windows 7/95/98/2000/NT and XP, MS Office 2000/2010, Lotus Notes, Network Computing, McAfee Helpdesk, Remedy Helpdesk, QRADAR, LAN, Wireless Networking, Firewall, Information Security
Awards
IBM Thanks Award (4), IBM Informal Award, IBM Informal Team Award, Ethicon Sales Marketing Associate of the Quarter
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