IT Service Delivery & Support Leader

JELISSE ALEXANDRE

****************@*****.*** 631-***-****

SUMMARY

Customer-focused IT professional with 10+ years of experience supporting end users and clients, managing service operations, and resolving complex issues in fast- paced environments. Skilled at communicating across technical and non-technical audiences, managing high-volume requests, and improving processes to drive operational efficiency and service quality.

EXPERIENCE

B&L PC SOLUTIONS, INC – Hauppauge, NY

SERVICE DELIVERY MANAGER August 2025 – Present

• Act as the primary point of contact and liaison between users and internal teams, managing service requests from intake through resolution while ensuring clear communication and timely follow-up.

• Handle daily communication via email, phone, and meetings to support users, address escalations, and provide real-time issue resolution.

• Oversee high-volume ticket queues, prioritizing issues and coordinating resources to meet service expectations and resolution timelines.

• Manage client onboarding processes, coordinating system setup, documentation, and access to ensure smooth transitions and a positive onboarding experience.

• Monitor and enforce service level agreements (SLAs), ensuring timely responses, accountability, and consistent service delivery

• Improved ticket resolution efficiency by refining prioritization workflows and aligning resources based on urgency and impact

• Collaborate cross-functionally with internal teams and stakeholders to resolve issues efficiently, balancing technical troubleshooting with strong customer communication.

• Identified service trends and implemented process improvements to reduce recurring issues and improve overall operational efficiency. SHERWOOD LUMBER – Melville, NY

HELP DESK LEAD / JR SYSTEMS ADMINISTRATOR September 2021 – August 2025

• Supervised daily help desk operations, managing ticket queues, SLAs, and escalations to ensure timely support and high service quality across multiple sites

• Provided hands-on technical support, including Level 2/3 troubleshooting of complex issues such as network connectivity, printer and server failures, and email outages.

• Supported and maintained backend systems including Active Directory, Windows Server, Microsoft Admin Portal, Azure/Entra ID, and Exchange to ensure secure and efficient operations.

• Managed and monitored IT assets, including hardware and software, ensuring compliance, security, updates, and alignment with operational needs

• Led IT projects from planning through execution using tools like Asana, coordinating tasks, timelines, and resources for system upgrades, software rollouts, and enhancements.

• Coordinated cross-functional efforts with stakeholders to identify IT needs, align technical solutions with business goals, and support successful implementations.

• Reduced recurring support issues by identifying root causes and implementing proactive solutions and workflow improvements.

• Improved help desk efficiency and response times by refining ticket prioritization and streamlining support processes in a high-volume environment. HEATHERWOOD – Commack, NY April 2015 – September 2021 HELP DESK MANAGER / HELP DESK SUPERVISOR / HELP DESK ADMINISTRATOR

• Led IT projects, collaborating with management and executives to develop technical solutions and improve business processes.

• Interviewed, hired, trained, and conducted performance reviews for IT staff to build and support a high-performing team.

• Managed help desk operations, resolving escalated issues and ensuring timely support for end users.

• Administered IT inventory, ISP accounts, wireless contracts, and mobile device management (MDM) systems.

• Built and maintained strong relationships with service providers, vendors, and internal stakeholders to support business operations.

• Provided end-user training and technical support across hardware, software, and network systems.

• Improved issue resolution efficiency by managing escalations and streamlining help desk processes to ensure timely and consistent support.

• Reduced recurring technical issues by identifying root causes and implementing long-term solutions across systems. SKILLS

• Core Competencies: Customer Communication & Relationship Management, Service Delivery & Case Management, Issue Resolution & Escalation Handling, Cross-Functional Collaboration & Liaison, Process Improvement & Operational Efficiency, Documentation, Reporting & Compliance, Team Leadership, Training & Coaching, Time Management & Prioritization in High-Volume Environments

• Technical & Systems Knowledge: Microsoft 365 (Teams, Outlook, SharePoint), Power Platform, Azure / Entra ID, Active Directory, Exchange, ITSM & Ticketing Systems (Freshservice, ServiceDesk, Autotask), Device & Endpoint Management (Intune, Jamf, NinjaOne), Networking Fundamentals (DNS, DHCP, VPN, TCP/IP), Remote Support Tools & RMM Platforms, Windows, macOS, iOS environments

• Tools & Platforms: Asana, Autotask, IT Glue, Datto RMM, Microsoft Office Suite (Excel, Word, Teams, Sharepoint), DUO, Autotask, Yardi, NinjaOne, 8x8, DameWare, Acronis, MDM, Windows OS, MacOS, iOS, Android, AI, VMWare, Netskope EDUCATION CERTIFICATES

SUNY FARMINGDALE August 2016

Certificate in Computer Information Systems

Project Management Professional (PMP)

Currently in training

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