Technical Support & Service Delivery Leader

Service Delivery Manager; IT Support; IT Service Delivery; Helpdesk Manager; Help Desk Manager

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Juan Feagin

Technical Support Manager

*********@*****.*** • 281-***-****

LinkedIn • Houston, TX 77433

Summa

Accomplished and detail-driven professional with 15+ years of experience and a proven track record in delivering exceptional support and leading teams to achieve optimal performance. Expertise includes designing and implementing training programs, conducting comprehensive performance evaluations, and delivering top-tier service across diverse industries. Skilled in optimizing support operations through effective use of support channels and queues, leveraging the ITIL framework, managing MSPs, and developing strategies to enhance operational efficiency. Adept at creating development plans that drive continuous improvement and foster growth.

Technical Proficiencies

Platforms: IBM, COMPAQ, TOSHIBA, DELL, HEWLETT PACKARD, PACKARD BELL, MAC, Palm Pilots, Blackberry’s, iPhone and iPad

User Applications: Windows 11, Windows 10, Windows 7, Office 365, Collier Top Form, PQ Magic 4, Cute FTP, DCC 4.0- 5.5, Hummingbird, Norton Anti-Virus, PFX Engagement, PFX Tax, Ghost 4.0, 5.1c, 6.5, 7.0, 8.0, Lexis Nexus, CCH, Abacus Law, PCAnywhere 9.2, PAL 4.01, Vantive System Applications: Service Now, Fresh Service, Salesforce, Concordance, Active Synch, Windows Mobile, Cisco Call Manager, Unity, DocsOpen, iManage, Symposium, Remedy, Helpstar Hardware: WAN, LAN, Hard Drives, Floppy drives, Memory SIMMs, CD Drives, Tape Backup, Modems, Sound Cards, Video Cards, System boards, Power Supplies, Scanners, PC Cards, Zip Drives, Hubs, and Network Cards Career Experience

UnitedHealth Group (Remote) Jun 2023 – Present

Service Delivery Manager

Responsible for overseeing and managing the operations of an organization's IT or customer service desk in a Windows environment with some MAC Support. My primary goal is to ensure that users receive effective and timely technical support for their issues or inquiries. Lead and manage a Tier 1 & 2 support teams of 20 technicians.

• Recruit, train, and manage helpdesk staff.

• Provide mentorship and ongoing training to enhance team skills.

• Monitor team performance and conduct regular evaluations.

• Delegate tasks and responsibilities effectively.

• Conduct performance evaluations and provide coaching to enhance team productivity.

• Ensure the team follows defined processes and delivers services within agreed timelines.

• Manage and optimize helpdesk tools and software. (Fresh Service migrating to ServiceNow)

• Develop and enforce helpdesk policies, procedures, and best practices.

• Monitor the helpdesk’s performance metrics, such as ticket resolution times and customer satisfaction. (CSAT up to 95%)

• Ensure that all support tickets are addressed and resolved promptly.

• Act as an escalation point for unresolved or complex issues.

• Analyze feedback to improve service delivery and enhance customer satisfaction.

• Communicate updates and resolutions clearly to stakeholders.

• Provide guidance and escalation support for complex or unresolved technical issues.

• Ensure the helpdesk is equipped with the tools and resources necessary to address user problems.

• Identify and implement improvements to enhance service quality and efficiency.

• Collaborate with IT or other departments to align helpdesk operations with broader business goals. Including Vendor Management

Service Delivery Manager; IT Support; IT Service Delivery; Helpdesk Manager; Help Desk Manager Page 2 3

• Track and analyze key performance indicators (KPIs) like response time, resolution time, and customer satisfaction scores. (Meeting monthly KPI/SLA/CSAT goals)

• Prepare regular reports for management on helpdesk performance and trends.

• Foster a user-centric approach, ensuring customer satisfaction.

• Stay updated on new technologies and tools that could enhance support efficiency.

• Manage helpdesk resources, including software licenses, hardware inventory, and budgets. (MS Office Suite and Proprietary Applications)

• Gather feedback from users to continuously improve support services.

• Maintain detailed records of incidents, resolutions, and performance reports. (Fresh Service/ServiceNow)

• Generate insights from helpdesk analytics to inform management decisions.

• Manage the procurement, deployment, and retirement of all computer, mobility, specialty, and peripheral device assets to optimize asset utilization, lifecycle management, and financial efficiencies.

• Manage the procurement, delivery, and retirement of all tele-communications services.

• Vendor Management of Service Desk services

Kenvue (Skillman, NJ) (Turnberry Solutions), Houston, TX Nov 2022 – Dec 2023 Executive Support Manager (C-Level)

Deliver exclusive IT support to CEO and a team of 34, extending assistance to executives and admins during travel. Build and implement professional development training programs. Conduct regular performance evaluations and guarantee team readiness to meet SLAs and quality targets, utilizing support queues and channels efficiently. Introduce strategies for improved operational efficiency. Devise development plans to drive continuous improvement within the team. This was in a Windows environment.

• Led and managed a Tier 1, 2 & 3 support teams dedicated to VIPs, overseeing the needs of 200 individuals.

• Executed a three-month refresh project for the Executive team.

• Manage the procurement, deployment, and retirement of all computer, mobility, specialty, and peripheral device assets to optimize asset utilization, lifecycle management, and financial efficiencies.

• Manage the procurement, delivery, and retirement of all tele-communications services.

• Track the performance of telecommunications systems and implement improvements as needed.

• Provide regular reports on project status, network performance, and operational metrics.

• Built custom ServiceNow dashboards tailored to Tier 1–3 support teams, increasing transparency, accountability, and adherence to ITIL best practices.

• Manage program budgets and ensure cost-effective use of resources.

• Allocate resources effectively to meet project needs and deadlines. NTT Data, Houston, TX Mar 2022 – Mar 2023

Delivery Associate Director

Administered end-to-end people management in an MSP management environment, including recruitment, hiring, mentoring, coaching, development planning, and performance management of direct reports. Orchestrated day-to-day operations to guarantee SLA delivery and maintain end-to-end quality targets. Aided Tier 2/3 for internal systems, resolving issues consistently through various support channels. Evaluated and optimized key KPIs.

• Successfully placed over 75 techs for the client.

• Collaborate with vendors and suppliers to procure necessary hardware and software. (HW: Dell, HP and Lenovo; SW: MS Office Suite and Proprietary Applications)

• Communicate with stakeholders to provide project updates and address concerns.

• Vendor Management of Managed Services Technical Staff Cognizant, Plano, TX Oct 2019 – Mar 2022

Regional Service Delivery Manager – Toyota Project Added value to customers and team members through the creation and sharing of relevant knowledge, engaging with customers to align with business strategy and goals. Oversaw MSP management of technical staff, created work schedules, established deadlines, and facilitated customer conversations until issue resolution was confirmed. Engaged across internal teams for vetting and onboarding new products/services. Designed, implemented, and improved process documentation for the technical support staff. Managed hiring, performance management, development planning, coaching, and mentoring of direct subordinates in regional offices. This was in a Windows environment. Service Delivery Manager; IT Support; IT Service Delivery; Helpdesk Manager; Help Desk Manager Page 3 3

• Functioned as the main escalation point for both external and internal customers, ensuring prompt resolution by coordinating efforts across internal teams. Meeting KPI/SLA goals

• Led 11 remote offices and guided a team of 40+ technicians in managing IMAC trouble tickets through ServiceNow.

• Ensure the network devices are functioning optimally and aligned with business requirements.

• Assist in troubleshooting and resolving hardware or software issues in switches and routers. (ServiceNow)

• Built custom ServiceNow dashboards tailored to Tier 1–3 support teams, increasing transparency, accountability, and adherence to ITIL best practices.

• Manage Statements of Work (SOWs) across vendors and business units, from scope definition through delivery, ensuring contract compliance, budget alignment, and measurable outcomes.

• Develop project plans, timelines, and deliverables for telecommunications initiatives.

• Coordinate cross-functional teams to ensure project milestones are met.

• Monitor project progress and address any issues or delays. (Vendor Management) Atos (formerly Xerox), Los Angeles, CA Jun 2012 – Oct 2019 Service Delivery Manager – CNA Project

Directed day-to-day MSP management/operations to ensure SLA delivery and meet end-to-end quality targets in a Windows environment.. Extended Tier 2/3 support for internal customers through various channels, addressing issues promptly and thoroughly. Administered key KPIs and conducted analyses for continuous improvement of information systems. Communicated Client Service Requests, led Change Management processes, and collaborated on IT production planning with clients and third- party vendors. Established a comprehensive knowledge base (wiki) comprising technical articles, policies, and procedural documents.

• Led definition, planning, and approval of Additional Services as primary contact. (Vendor Management)

• Oversaw nine remote offices and directed a team of 50+ technicians in managing IMAC trouble tickets through ServiceNow.

• Facilitate training sessions for team members on new technologies and system updates.

• Serve as a point of contact for escalations related to network issues.

• Manage Statements of Work (SOWs) across vendors and business units, from scope definition through delivery, ensuring contract compliance, budget alignment, and measurable outcomes. Additional Experience

Service Desk Engineer I - VACO Technologies, Torrance, CA Implementation Technician - Quest Diagnostics, West Hills, CA Southwest Technical Lead - Moss Adams, LLC, Los Angeles, CA Site Manager - Raytheon Project - CC-OPS, Inc., Culver City, CA Database Administrator - Altep, Inc., El Paso, TX

Technical Services Supervisor - Dataflight Software, Los Angeles, CA Helpdesk Lead Sr. Technical Analyst - Deloitte and Touche, Los Angeles, CA Licenses & Certifications

Dataflight Software

Apple OS Certified

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