Elton Kelly
Service Delivery Manager at Idaho Information Technology Services- Claim this Profile
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Topline Score
Bio
Credentials
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ITIL 4 Foundation Certificate in IT Service Management
PeopleCertApr, 2023- Sep, 2024 -
Professional Scrum Master™ I (PSM I)
Scrum.orgAug, 2022- Sep, 2024 -
Certified SAFe® 5 Agilist
Scaled Agile, Inc.Nov, 2020- Sep, 2024
Experience
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Idaho Information Technology Services
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United States
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Technology, Information and Internet
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1 - 100 Employee
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Service Delivery Manager
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May 2023 - Present
The account executive, agency expert, and single point of escalation for agency leadership. This role develops valuable and meaningful long-term relationships with agency leaders, becoming an important asset and advocate for the agencies they represent. -Oversee existing relationship management (building partnerships with agencies, expanding relationships or improve relationships) with agencies, customer communications, customer satisfaction and conflict resolution -Track and… Show more The account executive, agency expert, and single point of escalation for agency leadership. This role develops valuable and meaningful long-term relationships with agency leaders, becoming an important asset and advocate for the agencies they represent. -Oversee existing relationship management (building partnerships with agencies, expanding relationships or improve relationships) with agencies, customer communications, customer satisfaction and conflict resolution -Track and coordinate resolution of IT requests and incidents -Prepare agency reports on service outcomes and participate in agency strategy meetings -Discover agency needs and propose appropriate IT solutions -Understand agencies needs and ensure appropriate and timely support is available Show less The account executive, agency expert, and single point of escalation for agency leadership. This role develops valuable and meaningful long-term relationships with agency leaders, becoming an important asset and advocate for the agencies they represent. -Oversee existing relationship management (building partnerships with agencies, expanding relationships or improve relationships) with agencies, customer communications, customer satisfaction and conflict resolution -Track and… Show more The account executive, agency expert, and single point of escalation for agency leadership. This role develops valuable and meaningful long-term relationships with agency leaders, becoming an important asset and advocate for the agencies they represent. -Oversee existing relationship management (building partnerships with agencies, expanding relationships or improve relationships) with agencies, customer communications, customer satisfaction and conflict resolution -Track and coordinate resolution of IT requests and incidents -Prepare agency reports on service outcomes and participate in agency strategy meetings -Discover agency needs and propose appropriate IT solutions -Understand agencies needs and ensure appropriate and timely support is available Show less
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Idaho Department of Lands
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United States
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Government Administration
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100 - 200 Employee
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Database and Applications Manager
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Aug 2014 - May 2023
-Scrum Master -Product Owner -Project Management -Business Analysis -Process Improvement -Project Portfolio Management -Incident Manager -Manage team of four (plus contractors)
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IT Programmer/Analyst
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Sep 2012 - Aug 2014
-QA Engineer -Business Analyst -SQL, Crystal Reports and Reporting Services (SSRS)
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Software Test Engineer III
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Sep 2009 - Sep 2012
WHQL Test Lead and Process Engineer for HP printers, scanners and MFPs. WHQL Test Lead and Process Engineer for HP printers, scanners and MFPs.
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Firmware QA Technician
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Jun 2007 - Aug 2009
Office Printer firmware testing. Additional responsibilities include: -Update manual and automated tests. -Program automated test file creation application. -Write training documentation. Office Printer firmware testing. Additional responsibilities include: -Update manual and automated tests. -Program automated test file creation application. -Write training documentation.
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Lionbridge
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United States
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Translation and Localization
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700 & Above Employee
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Software Test Lead
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May 2000 - Dec 2006
Lead and execute black box testing, manual, automated, and ad hoc. Additional responsibilities include: -Constructed test coverage plan. -Modified and updated processes for streamlining testing and defect tracking. -Developed Automated and Manual Test Scripts with Mercury Quality Center and WinRunner-based tool. -Turned around a project in-progress that started behind schedule and was failing to meet customer’s expectations. Project completed on time and above customer… Show more Lead and execute black box testing, manual, automated, and ad hoc. Additional responsibilities include: -Constructed test coverage plan. -Modified and updated processes for streamlining testing and defect tracking. -Developed Automated and Manual Test Scripts with Mercury Quality Center and WinRunner-based tool. -Turned around a project in-progress that started behind schedule and was failing to meet customer’s expectations. Project completed on time and above customer expectations. -Wrote, characterized, and followed defects through bug report life cycle. Show less Lead and execute black box testing, manual, automated, and ad hoc. Additional responsibilities include: -Constructed test coverage plan. -Modified and updated processes for streamlining testing and defect tracking. -Developed Automated and Manual Test Scripts with Mercury Quality Center and WinRunner-based tool. -Turned around a project in-progress that started behind schedule and was failing to meet customer’s expectations. Project completed on time and above customer… Show more Lead and execute black box testing, manual, automated, and ad hoc. Additional responsibilities include: -Constructed test coverage plan. -Modified and updated processes for streamlining testing and defect tracking. -Developed Automated and Manual Test Scripts with Mercury Quality Center and WinRunner-based tool. -Turned around a project in-progress that started behind schedule and was failing to meet customer’s expectations. Project completed on time and above customer expectations. -Wrote, characterized, and followed defects through bug report life cycle. Show less
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MCIWorld.com
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Canada
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1 - 100 Employee
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Phone DeskJet Technician
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Dec 1999 - Mar 2000
Identified and Resolved customer technical issues. Identified and Resolved customer technical issues.
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Micronpc.com
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Germany
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Appliances, Electrical, and Electronics Manufacturing
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1 - 100 Employee
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Motherboard Test Technician
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Sep 1999 - Nov 1999
Evaluated status of used motherboards. Evaluated status of used motherboards.
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Education
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2007 - 2009
Lewis & Clark College
B.A., Philosophy -
2004 - 2006
Shimer College
N/A, Natural Science -
1999 - 2001
ITT Technical Institute-Boise
A.A.S., Computer Networking Systems Technology -
1998 - 1999
Ecola Bible School
Diploma, Bible/Biblical Studies
Community
