principal service delivery consultant resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Experienced in Cloud Service Delivery with 15 years of industry experience. Primary point of contact for working directly with the Enterprise-level customers for select products. Trusted advisor for migration activities for select products. Great customer service, relationship building , communication, prioritization skills, and ability to stay resilient under pressure. Excellent reputation for problem resolving complex problems quickly and improving customer satisfaction. Quick to learn new techniques and products. Skillful at troubleshooting and managing multiple priorities with a positive attitude. SME (Subject Matter Expert) for multiple products. Consistent top performer. Highly motivated. Received several Key Contributor, Champion awards.

  • Customer Relationship building
  • Provide Technical Training Delivery
  • Present webinars globally for customers
  • Leadership
  • Customer Engagement
  • Customer advocacy
  • Mentoring junior employees
  • Excellent problem-solving skills
  • Technical and application skills
  • Knowledge Base management
  • Excellent verbal communication skills
  • Ability to work under pressure
  • Knowledge of Amazon AWS Cloud
  • Linux, VMware, SQL, Progress
  • Technical writing skills
  • Tomcat, Apache
  • Boomi(cloud based iPaaS),
  • QAD( cloud-based SaaS ERP )
  • Progress RDBMS, Progress 4GL, SQL,
  • JIRA(Incident Management and defect tracking),
  • ICINGA(Monitoring tool)
  • Trusted advisor for migration related activities for select products
  • Working directly with Enterprise-level customers.
Work History
Principal Service Delivery Consultant, 07/2012 - Current
Pega Irving, TX,
  • Application and production support of QAD Cloud Operations customers for over 400 customers, 2500 servers, and 25k users across multiple worldwide data centers.
  • Application and production support of Boomi Cloud Platform for 60 customer environments. Boomi platform enables customers to design cloud-based integration processes called Atoms and transfer data between cloud and on-premises applications.
  • Performed updates of SSL certificates for all Boomi platform customers.
  • Owner of the production, critical, highly complex, escalated calls, incident management that require coordination between the software development team, end-users, and cross-functional teams.
  • Investigate, research, triage, and resolve tickets that flow into JIRA Quality Service Management (QSM) queue.
  • Exercise significant independent judgment within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives.
  • Provide updates to management and customers as per SLA requirements.
  • Work directly with end-user to understand issues typically of high severity and provide solutions in real-time, assist with configuration issues, Identify potential delays in resolution, take corrective action, and manage communication thread with the client.
  • Write and review Knowledge base entries, how-to documents, and other technical articles for the developer community and internal employees for solving common issues.
  • Provide regular mentoring and guidance to peers and employees onboarded.
  • Perform and document Root Cause Analysis using 5 Whys for Critical issues.
  • Create a Change management document after the fix and get approval from Change Approval Board before implementing. Implement fix in customer's Cloud environment using SDLC method.
  • Prepare detailed technical specifications and steps to reproduce for items requiring escalation (such as product defects) for the T3 team.
    Provide feedback to the product team on potential areas for product development/enhancement.
  • Acts as liaison with R&D on multiple key products. (QAD Qxtend/A2A System Integration product that uses XML document using SOAP UI / Web-based service to exchange data with external systems, QAD Excelerator, Workflow Alerts, QAD Reporting Framework)
  • SME/Principal support consultant for Dell Boomi platform for 55 plus Cloud customers(QAD/external application integration with Dell Boomi)
    Provide regular, timely reports to Management on-call status and statistics.
  • Worked as a partner with QAD Services for product installation on-site, mentoring, and training to Services consultants and customers.
  • Project management for few select products by closely working with R&D and Services delivery team, review of installation of user and installation documents, on-site installation, training and provide support.
  • Improved the team metrics (KPI) by reviewing team incident queue, resolve and close long aging calls of peers.
Technical Support Engineer, 01/2006 - 06/2021
QAD Inc City, STATE,
  • Assist in incident management including problem resolution and tracking problems
  • Provide fast value-add responses to inbound tickets from customers, acknowledging receipt and providing next steps to the customer through both written and verbal channel
  • Ability to remain composed and professional in stressful, high-pressure situations
  • Support customer via ACD Phone system, Chat, and Web.
  • Fielded average of 30 inbound phone calls per month to deliver support and remotely resolve service issues
  • Served as primary point of contact for support relating to owned solutions and products.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
Master of Science: Computer Science, Expected in 05/1990
PSG School of Arts And Science - Coimbatore, India,
Status -
Associate of Science: Computer Science, Expected in 05/1988
Bachelor of Science And Technology - Coimbatore, India,
Status -
  • SUN certified JAVA Programmer
  • ITIL certification on Change Enablement, Release management, Problem Management, Service Level Management, Service Request Management, Knowledge Management, Continual Improvement, Incident management and Service Desk, Service Configuration Management
  • Dell Boomi Atmosphere Cloud Certification - Integration Developer 1 , Administrator 1, Boomi Essentials
  • APICS - Basic of Supply Chain Management

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Resume Overview

School Attended

  • PSG School of Arts And Science
  • Bachelor of Science And Technology

Job Titles Held:

  • Principal Service Delivery Consultant
  • Technical Support Engineer


  • Master of Science
  • Associate of Science

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