Experience

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  DM TECHNOLOGY

  • Service Delivery Project Manager

    • Apr 2023 - Present

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  Blacktag

  • Chicago, Illinois, United States

  • IT Project Management Officer

    • Mar 2022 - Feb 2023
    • Chicago, Illinois, United States

    Improve and standardize project performanceDefine, measure, analyze, improve, and manage IT projectsEnsure the technical execution of projects is carried out correctlyEnsure proper technical planning and task execution, and ensure operational implementationMonitor project progress and compliance with specificationsMonitor project risksGuarantee the quality of the projectManage resources and budgetManage extraction/dashboard.

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  Econocom

  • Service Delivery Manager

    • Jun 2021 - Feb 2022

    Arranged business meetings with prospective clientsConducted research to identify new customer needsDefined the content and methods of implementing services through the descriptions of SLA and SLR.Identified customer needs and oversaw service delivery within the business context.Monitored the development of progress plans and formulated action plansAnalyzed and evaluated the results of the indicators and proposeLead the service delivery team, managed conflict, and ensured the team's processes and tasks are carried out efficiently.

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  DXC Technology

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Lean Project Manager

    • Jan 2020 - May 2021

    Developed a growth strategy focused both on financial gain and customer satisfactionImproved and standardized the performance of all projects. Defined, measured, analyzed, improved and managed IT projects. Managed & optimized the process and resources for continuous improvement. Created a culture of immediate problem solving and quality development.

  • Account Services Manager

    • Mar 2019 - May 2021

    - Managed service management functions (Problem, change, incident, knowledge, reporting)- Managed and proactively drove delivery of Service Management functions according to specified SLA’s and metrics within assigned account/s- Provided support to Sales and Account teams as part of new business pursuits within assigned accounts- Developed and disseminated Dashboards of all Service Management activities- Drove successful achievement of ISM metrics on assigned accounts- Provided Service Management process support / feedback / continuous improvement to designated process SME’s in issues that are affecting the assigned accounts- Adhered to ISM standards in both process and tools for assigned accounts- Provided account specific direction to the EMEA Process Owners on issues/improvements for the assigned accounts.- Ensured follow-up and seize service improvement opportunities related to accounts, organizational structures, operational policies or service delivery- Monitored and identified service improvement opportunities related to the assigned account, organizational structures, operational policies or service delivery.- Provided technical support to teams in order to give maximum benefit to the clients and consumers- Assured Product training

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  Hewlett Packard Enterprise

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Service Delivery Lead

    • May 2017 - Apr 2019

     Ensure all policies and procedures are accurate and up-to-date, liaise with the MSP (Managed Service Provider) to ensure that the MSP's input to the procedures is identified and acted on (where agreed by DXC) and that the MSP team is following the correct standards in this area. Liaise with customer to gather relevant input. Act as co-ordination point for Change control between customer and MSP and perform required. Co-ordinate the implementation of changes originating from change control. To include provision of training resources as required. Provide feedback to DXC Management and MSP Management on ways to increase productivity and service through qualitative data analysis (internal problem management) Review and measure performance against goals and highlight non-performance to the DXC and MSP management teams. Provide reporting on all aspects of service level management and service delivery and analyse results (daily, weekly and monthly) as required. Produce relevant management reports with regards to performance and adherence to SLA/KPI's as required. Attend necessary Operations meetings with the Client. Participation in Client workshops for Reporting / Process Improvement, etc. Be involved in PIT and projects to improve performance Resolve issues escalated by the client (satisfaction issues/escalations) using the resources, tools and systems available. Liaise with the MSP team to be sure of issue resolution Ensure the complaint and outage tracking tools are used as required, analysis is performed and pro-active action plans defined. Ensure that these action plans are implemented by the MSP. Participate in problem and change management reviews with the client where required.

  • Technical Team Lead

    • Oct 2015 - May 2017

     Create and develop performance report, delivery method, scope of work, and general duties records. Go to clients for project briefing, consultation, installation and closeout reviews. Help out in managing customer demands to ensure maximum satisfaction, and to maintain quality over quantity. Supervise activities between internal and external resources, and facilitate smooth workflow for service delivery Evaluate all items supplied on order for durability and accuracy Evaluate project data for accuracy, and take the lead in setting project targets and priorities Resolve disputes between team members and management and assist in addressing issues amongst team members to avoid unacceptable behaviors Give training and mentorship to team members to make them better on the job Be up to date with current field practices to enhance service standards and delivery Review customer technical demands and instructions and assist internal team and customers to identify the best order for lifts, and the most efficient methods of maintaining and using delivered materials Attend technical training to acquire more knowledge of technical procedures and applications, and other job demands Remain knowledgeable of current technology and carry out research to identify new trends that can be used to achieve maximum results

  • Remote desktop manager lead

    • Aug 2014 - Oct 2015

     Attend necessary Operations meetings with the Client. Monitor ticket queues on a daily basis. Assess the requirement and assign the ticket. Be responsible for generating a daily report on the status of tickets. Notify the team leader and project manager when tickets have failed the SLA. Ensure that tickets potentially about to violate established SLAs are identified and corrected. Coordinate with other lines of service before transferring tickets or accepting tickets from other queues. Look at available personnel resources on a daily basis to determine who tickets can be assigned too on a given day. If enough resources are not available the team leader and project manager will be notified. Maintain knowledge of applicable service level agreements. Monitor and report to management long term trends of queues for SLA compliance. Provide advice on potential process improvement for general ticket and queue management. Work with large amounts of data: facts, figures, and number crunching.  Anaylse and provide findings and conclusions through the data. Prensent findings, translate the data into an understandable document.

  • Subject Matter Expert

    • Feb 2014 - Jul 2014

  • Technical Support

    • Dec 2013 - Feb 2014

    ​Resolve a high percentage of customer problems using the relevant tools and systems ​Complete follow-on actions as appropriate​Invoke Escalation Procedures within defined time frames​Adhere to Policies & Procedures​Work to achieve individual and team goals​Protect confidential and sensitive information and materials​Observe strict compliance to licensing, copyright and trademark legislation​Accomplish other duties as required