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ens user computing delivery manager resume example with 20+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

IT leader for 14 years with varied experience spanning across Business and IT Strategy, Delivery, Transformation, and IT Operations. Well versed in playing People Management, P&L and Delivery Leadership roles.

GLOBAL CUSTOMER LEADER with proven success building and strengthening business partnerships. Served as trusted advisor to clients, applying a strong background in Infrastructure domain. Track record of successful leadership and oversight to deliver promised outcomes in complex and challenging global programs.

PROVEN BUSINESS LEADER AND INFLUENCER, adept at creating a shared vision across teams to define the roadmap, identify growth opportunities, and develop global execution strategies. Demonstrated success in creating new business and account teams, streamlining programs and delivering savings.

EXPERIENCED TEAM BUILDER recognized for hiring, mentoring, and motivating teams worldwide and leading global team.

SEASONED PROGRAM DELIVERY AND ITIL LEADER who has led multiple programs for global customers, creation of new service offerings, Account engagements and building new alliance eco-system.

Skills

Global Program and Project Management | Leadership | Client Engagement and Relationship Management | People Management | End User Experience | Technology Operations and Enablement | Financial Management | Automation | Business and IT Strategy | Transformation | Data Center and Infrastructure | ITIL Certified | Cloud Foundation Certified | Remote Infrastructure Team Management

• Key Account Management

• Client Relationship Management

• Customer Advocacy

• Contract Negotiations

• Governance & Cadence Management

• Revenue & Margin Management

• MSP/ Infrastructure Management Services

• IT Roadmap, Budget & Strategic Planning

• Service Transition & Operation Management

• Technology Integration & Automation

• Operational Process Re-engineering

• Team Leadership & Team Management

• Turnaround and high growth strategies

• Project Management/Agile methodology

• Markets - Bids/RFP/RFR/SOW & MSA

• Consultative Problem Solving

• Stakeholder Management

• Portfolio Management

• Project Management

• Cross-functional Team Leadership

• Application Management Support

• Asset Management

• Strategic Technology Planning

• SCCM Administration

• LANDesk Administration

• Change & Release Deployment

• Communication Management

• Business Requirements Analysis

• Conduct Transition per the transition plan

• Prepare transition and knowledge documents

• User Training/ Documentation End User Computing

Experience
04/2019 to Current Ens User Computing Delivery Manager Lovesac | Charlotte, NC,

Playing IT Delivery Head role for an American multi-national IT Devices company. Efficiently managing multi-domain technology towers, Customer Relationship and Global Stakeholder Management. Handling overall Program Financials, Global Team, Contract Management and Vendor Management. Driving multiple Continuous Service Improvements (CSI), Optimization and Automation initiatives

  • Managing a Global team of 270+ members across USA,, Canada, EMEA, APAC & India (Offshore) for a Mega/Gama program
  • Handling multi-domain towers includes Datacenter Management, Network and Security Operations & Implementations, Global Service Desk, End User Services, Cross Functional Support, Program Governance & Compliances and Project Management team (PMO).
  • Managing multiple vendors and efficiently reviewing their performance.
  • Managing the account program governance, Weekly/Monthly/Quarterly Customer reviews, One-on-One Client meetings.
  • Managing Regional team, Regional Managers and Regional Stakeholders effectively
  • Managing account Financials, Profit & Loss, Operational efficiency & improvements, driving team Productivity improvements and Optimization across onsite/offshore
  • Driving Continuous Service Improvements across all towers and achieving significant benefits towards customer experience & customer satisfaction improvements and Cost reduction
  • Successfully managing the Stakeholder engagement, Team bonding & motivation, Rewards & Recognitions, Program Risk and Mitigation, Escalation management
03/2018 to 03/2019 End User Computing – Program Manager Pega | Detroit, MI,

Led a short-term Delivery Leadership role for a US based multinational Retail customer in United States.

Handled multi domain towers, Financial management and Customer engagement effectively 'Optimized cost overrun and improved customer satisfaction in a short span of time.Handled Tech Refresh support transition and successfully started the go-live support on time.

  • Managed a global support team of 300+ members across Europe, USA, Manila & India (Offshore).
  • Handled multi domain towers of Datacenter Management, Network Operations, VM Support, End User Computing, Service Desk, Cross Functional Services, Service Level Management, Cloud Infrastructure Management and Project Management & Support.
  • Led client engagement, Escalation Management, Program governance, People Management efficiently
  • Balance technological and operational needs with financial control and communication needs
  • Manage global roles with regional accountability in a matrixed organization
  • Leadership development of document structures with minor guidance, idea generation with customer, strong spoken communication of tactical plans to team on a routine basis
  • Demonstrated ability to make complex decisions or recommendations based upon experience, analysis and judgment. Holds others accountable for quality and timeliness of decisions. Capable of incorporating new information with historical information to make timely decisions
  • Negotiates skillfully in difficult situations with both internal and external groups
07/2017 to 03/2018 End User Computing Manager Content Square | Atlanta, GA,

Led IT Delivery Leadership role for a Healthcare technology customer in United States. Started to handle customer escalated towers of End User Services and Service Desk and within 6 months turned around with high customer satisfaction score from 4.0 to 4.8 (out of 5.0) and supported account team to win a multi-million USD deal on IT Infrastructure Support

  • Lead a team of 170+ team members across USA, Canada, Manila, Mexico & India (Offshore)
  • Handled a portfolio/Operations of End User Computing, Service Desk, Cross Functional Services (Major Incident Management, Change Management, Problem Management), Service Level Management
  • Successfully handled the Partner support for multiple EUC sites across USA, Canada, South America and EMEA
  • Effectively managed the IT Operations Transition, completed all transition milestones on-time and started new support go-live as per schedule
  • Started to achieve all critical and penalty driven SLAs GREEN from the first day of go-live support
  • Handled customer escalation and resolved issues timely, built second line leadership and elevated them with additional responsibilities and tower support
  • Ensured continuous Risk assessment and mitigation in place, Handled Escalation management, Client engagement and high Customer satisfaction
  • Conducted various team building activities, rewards and recognition initiatives across the towers
  • Conducted periodic team meeting, one-on-one sessions, team motivation programs and keep low attrition level
07/2016 to 07/2017 EUC Program Manager J.D. Byrider | East Dundee, IL,

Delivery Leadership for Text Publishing customer at Raleigh, North Carolina and handled a portfolio of multi-million USD (Annual Contract Value) with high Operational Margin.

  • Successfully completed the Transition by achieving all milestones on-time and started Shadow Support and Go-live support on committed timeline
  • Led a team of End User Computing, 385 members across USA and India. 90,000 End user devices across 350+ sites across 20 states in USA
  • Managed Service Desk coverage of 200 team members across Manila and India. Handled 100,000 end user contacts across USA
  • Achieved OM through Automation initiatives, Operational Efficiency improvement and resource optimization
  • Successfully completed Service Desk support migration from India to Manila within two months and achieved high customer satisfaction, all SLAs GREEN from the day one support at Manila and zero customer escalations. Effort well appreciated by the account GCP and ADH
  • Efficiently driven program governance, Risk identification and mitigation plan.
  • Received higher band progression due to various SIP initiatives for running program with high customer CAT and operation efficiency
  • Led client engagement, Escalation Management, Program governance, People Management efficiently
  • Successfully handled 5 Merger & Acquisition projects in the account on committed timeline and milestone achievement
08/2014 to 06/2016 End User Computing Technical Lead J.D. Byrider | Easton, PA,

Led the Transition & Technical Lead for a Financial company at Alpharetta, Georgia . Handled Global IT Infrastructure support for End User Services (EUS), Service Desk Support, Cross Functions and Project Management

  • Managed global team of 150 members on End User Computing and Service Desk towers with a program size of multi-million USD (Total Contract Value
  • Successfully completed the Transition by achieving all milestones on-time and started Shadow Support and Go-live support on committed timeline
  • Managed customer governance, weekly/monthly review meetings, sending meeting minute on time, Client Engagement, Escalation management are handled efficiently
  • Effectively handled people management, Goals & Objective settings, Team Rewards & Recognition drive in the program.
  • Identified gaps and provide continuous process improvement in the system and managed customer concerns
  • Supported pre-sales team on new proposals.
  • Responsible for conducting site tour, presentation for new client visit and support pre-sales activities.
11/2012 to 08/2014 End User Computing Technical Lead Wipro LTD | City, STATE,

Led infrastructure support delivery for US based Health Care Company, Handled Global IT Infrastructure support for End User Services (EUS), Service Desk Support, Cross Functions and Project Management

  • Study the business requirement
  • Project Management and Planning
  • System Image management (New image/upgrade image etc)
  • Software package management
  • Monitor and Control transition progress
  • Requirements Analysis for new enhancements and Impact Analysis
  • Define the procedure for activities related to Project
  • Co-ordinate and collate status/issues from all locations / geographies
  • Manage stake holder expectations
  • Define scope of transition and Prepare transition plan
  • Application compatibility testing for more than 300 applications.
  • Prepared a project plan and effort estimation of the resources
  • Customized SCCM task sequences with MDT integration.
  • Conduct Transition per the transition plan
  • Prepare transition and knowledge documents
  • Conducting Knowledge Gathering Phase kick-off with the customer/ vendor as required
  • Responsibilities – Scripting, Image Creation, Image Testing
  • Image Deployment and software reviews on base image, Patch synchronizing with Microsoft, WSUS server implementation
  • Understanding the Global Image Management Process.
  • Design, construct and built Global Desktop and Laptop Image through SMS.
  • Updating, Modifying, Testing & Troubleshooting of global image.
  • Updating & Testing patches, hot fix in the WIM image.
  • Uploading the tested image file (WIM) to the respective server.
  • Accessing the SMS console, Upgrading, Modifying & Troubleshooting the Global Image.
  • Testing, modifying, and updating the existing Image.
  • Creating/deploying the Image using the MDT where there is no SMS reach
  • Deploy Windows Update, Application Updates and Service Pack, on Initial Desktop Support through Console (Computers Group) for testing
  • Deploy the Windows update, Application updates, Service Pack or Update rollups on the target Desktops and Servers (Computers Groups)
08/2010 to 11/2012 End User Computing Senior Associate RollupsWipro LTD | City, STATE,

Led infrastructure support delivery for US based Financial Company, Handled Global IT Infrastructure support for End User Services (EUS), Service Desk Support, Cross Functions and Project Management

Working on the ITIL framework for identifying and resolving the incident based on triage

  • Handling project ticket for Mass Software Deployment using SMS and SCCM 2007 § Deploying software on Mac using Casper.
  • Implementing Change request.
  • Handle Escalation Tickets.
  • Monitor all the tickets with the Service Desk regardless of the priorities and track the SLA performance.
  • Review the tickets and take immediate step to resolve the issue, by following up with the Incident Owner.
  • Track & Ensure timely assignment of tickets to other resolver group and ticket resolution.
  • Provide Operational & Process Improvements.
  • Ensure Incident Timeline Reporting after resolution of Service Emergencies.
  • Handling Sign offs for Critical, High, Medium and Low Tickets with the Customer
  • Conduct trainings as when a New Business or Service is introduced
  • Troubleshooting all types of Level-2 issues relating to MS Office Applications, Remote Access Token (VPN), Windows OS issues, ODBC issues & Business Applications.
  • Security Management by coordinating with Network Security Team for issues relating to Malware's, Viruses and Trojans in Client Systems.
  • Hands on Experience in MS SCCM 2007 Mass Deployments.
  • Experience in SMS 2003.
  • Business Applications and Commercial Applications Installation and Maintenance.
  • Hands on Experience in Change Management
  • Deploy Windows Update, Application Updates and Service Pack, on Initial Desktop Support through Console (Computers Group) for testing.
  • Deploy the Windows update, Application updates, Service Pack or Update rollups on the target Desktops and Servers (Computers Groups).
  • Compliance of the Patches needs to be checked for Computers and Updates through Reporting console of WSUS Server.
  • Resolving tickets which are escalated to Offshore Engineering Team
  • Implemented methodologies to improve technical efficiency and reduce defect rates leading to significant increases in support productivity.
  • Conducted process training using Information Technology Infrastructure Library (ITIL) procedures.
  • Analyses and provides hands-on support for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed.
  • Logs and tracks problems; reviews problem tracking databases using the CA ticketing software
10/2008 to 07/2010 Senior Technical Support Engineer Sutherland Global Services | City, STATE,
  • Worked extensively with Windows XP, Vista and system registry.
  • Generating reports & their analysis for possible improvements as a Team action plan.
  • Guided agents to achieve targets like CSAT, AHT, and Resolution Rate and assist them through Technical trainings.
  • Involved in monitoring calls for quality performance for the team
  • Training team agents in identifying concern areas & also assisting them with managing metrics.
  • Conducting Weekly meetings with the teams to discuss about the previous week’s performance with their individual performance charts.
  • Analyzing the Quality reports and ensure the appropriate feedbacks are given to the agents with their sign off sheets.
  • Exceeding Client set expectations consistently for 9 months. For instance, Overall Customer Satisfaction average of 82% consistently for 6 months whereas the Client target is 71%.
  • Coordinated with teams to create Knowledge bases to improve resolution and reducing AHT.
  • Maintained RR at 80% for the team consecutively for a period of 10 months.
  • Ensured less than 35 minutes AHT by implementing proper Linear & logical troubleshooting steps followed on all calls.
  • New Process implemented:
  • Live Call-backs for all Chat disconnect scenarios in the next 30 minutes for reachability.
  • Live Escalation in known scenarios that are prone to increase the AHT. (No boot, System Performance issues, Windows Update and Blue screen errors).
  • Attend ST Flash with Clients on a weekly basis.
  • Found work around for Vista SP1 and SP2 issues using the log files
  • Awarded as the Best Performer on production floor in August 2008 for Microsoft Vista Helpdesk
11/2006 to 09/2008 Technical Support Engineer Sutherland Global Service | City, STATE,
  • Worked with HP all-in-one helpdesk as a 1st Level Technical agent.
  • Basic troubleshooting of all types of printer, scanner, copier and basic OS, driver issues.
  • Achieving targets like CSAT (Customer Satisfaction), AHT, RR (Resolution Rate) etc
01/2005 to 11/2006 Collections Manager WiptoVincyCiti Financial Services | City, STATE,
  • Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
  • Reached out to customers to discuss late payments and options for remitting amounts due.
  • Developed and improved procedures for collection of past due amounts.
  • Managed daily posting of payments to customer accounts.
  • Updated accounts with documentation of interactions and current information.
  • Completed investigations of customer accounts and payment histories.
  • Received and submitted payments and applied amounts to customer balances.
  • Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
  • Collaborated with legal resources and recovery teams to manage default issues.
  • Contacted customers in person at personal and business locations to collect payments directly.
  • Performed research and due diligence to resolve issues.
  • Reduced losses by restructuring loan payment plans.
  • Effectively negotiated restructuring of loan payments.
  • Utilized prescribed scripts and friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
01/2001 to 12/2004 Collections Manager ICICI Bank | City, STATE,
  • Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
  • Reached out to customers to discuss late payments and options for remitting amounts due.
  • Developed and improved procedures for collection of past due amounts.
  • Completed investigations of customer accounts and payment histories.
  • Reached out customers to collect outstanding payments via one-time or negotiated installment methods.
  • Collaborated with legal resources and recovery teams to manage default issues.
  • Verified details of transactions, funds received and total account balances.
  • Conducted month-end balance sheet reviews and reconciled variances.
  • Established clear methods for determining proper process with each customer type.
  • Created and distributed updated customer statements.
Education and Training
Expected in 06/2013 to to Bachelor of Arts | Computer Application Dr CV Raman University, Chhattisgarh, GPA:
Expected in 01/2001 to to Bachelor of Science | Mechanical Engineering SRM, Chennai, GPA:
Languages
English:
Full Professional
Negotiated:
Tamil:
Professional
Negotiated:
Activities and Honors
  • Member, Alumni Association
  • Member, Small Business Association (2008 - present)
Certifications
  • Certified in ITIL V3.0,
  • Microsoft Certified Windows Server 2008 Server Administrator
  • Microsoft Certified System Center Configuration Manager

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Resume Overview

School Attended

  • Dr CV Raman University
  • SRM

Job Titles Held:

  • Ens User Computing Delivery Manager
  • End User Computing – Program Manager
  • End User Computing Manager
  • EUC Program Manager
  • End User Computing Technical Lead
  • End User Computing Technical Lead
  • End User Computing Senior Associate
  • Senior Technical Support Engineer
  • Technical Support Engineer
  • Collections Manager
  • Collections Manager

Degrees

  • Bachelor of Arts
  • Bachelor of Science

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