Dedicated customer service delivery manager offering 12 years of professional success leading diverse, global teams in aligning business goals with technology solutions. Skilled data analyst, collaborator and problem solver, adept at dealing with
ambiguity and change. Experienced at leading cross functional project teams and refining processes to achieve positive ROI.
Linear Regression, Logistic
P&L management Regression
Cost-benefit analysis / Cost reduction Business process improvement
Employee engagement MS Office, SAS Enterprise Miner and ForecastX
Project management software proficiency
Conflict resolution Advanced Excel modeling
IT Operations Manager / Client Delivery Manager01/2009 to CurrentComputer Sciences Corporation CSCMeriden, CT
Manage a portfolio of government and fortune 500 accounts with multibillion dollar TCVs and global teams of over 200 employees.
Manage account operations, contract compliance, client satisfaction and account finances related to Platform Services including: mainframe, servers, virtualization, monitoring, scheduling, storage, backups and cloud.
Act as the primary point of contact for day-to-day client service delivery of Platform Services on large commercial and government accounts.
Responsible for quality of services, adherence to Service Level Agreements (SLA) and profitability of all operations services delivered under the SLAs.
Provide support, leadership and/or technical expertise for client service delivery including audits, contract management, incident management, problem management, change management, sales support, SLA reporting, inventory/asset management, operational and security compliance, and billing.
Manage quality of provided services and deliverables.
Participate in identifying improvements to enhance client service delivery.
Solve complex problems, taking a broad perspective to identify innovative solutions.
Ensure that implementation of changes or new initiatives/projects are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget.
Ensure that operational teams maintain a clear understanding of the client's needs, and work to achieve contract extension or to win additional business within supported accounts.
Provide support for all internal and external audits such as SOX and SAS70/SSAE16.
Coordinate multimillion dollar business projects including new account transition and transformation.
Manage the execution and delivery of CSC core processes.
Coordinate the resolution and communication of operational issues for assigned clients.
Ensure quality (ISO) and continuous improvement of operational services.
Track problem life cycle using trend analysis and action logs.
Incident Manager and Data Analyst04/2006 to 01/2009Computer Sciences Corporation CSCMeriden, CT
Ensured team compliance to all CSC's core processes.
Led resolution of high severity issues, assembling and leading Service Restoration Teams (SRTs) to mitigate client business impact from critical server outages.
Identified "bottlenecks" and implemented new and improved processes and policies.
Tracked, analyzed and interpreted trends in Incident data.
Reconciled asset, billing, and vendor support metrics to reduce cost and increase support.
Boosted company efficiency and customer satisfaction by streamlining processes deemed inefficient.
Manipulated data using pivot tables, pivot charts and macros.
Implemented capacity reporting for all servers and coordinated monthly reports and meetings to levy a $3M withholding.
Data Analyst08/2004 to 04/2006Computer Science CorporationNorwich, CT
Analyzed key metrics to measure and improve the effectiveness of service delivery processes and operations for 3.
data centers and about 15 accounts in CSC.
Sales05/2002 to 08/2004Bernie'sManchester, CT
Matched consumer need with product solutions through proper qualifying techniques.
Exceeded targeted sales goals by 45%.
Shared product knowledge with customers while making personal recommendations, earning trust and confidence.
MBA: Business Analytics2016University of HartfordHartford, CT, USGPA: GPA: 3.98Business Analytics GPA: 3.98