service delivery manager north america resume example with 15+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • :
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Ten years of experience in IT management, systems administration, and operations
  • Ability to manage multiple projects and deliver objectives on time
  • Proven excellence in customer service and user satisfaction
  • Productive both independently and within a team environment
  • Excellent verbal and written communications SKILLS
  • Server back up and disaster recovery planning
  • Network resource monitoring
  • Malware identification and remediation
  • Familiarity with Linux CLI and Bash
  • Routine server maintenance and patching
  • Security vulnerability scan and remediation
  • Build and maintain intranet for internal documentation
  • Build and maintain ticketing system for internal ticket tracking
  • Help desk and service delivery management
  • Purchasing and inventory management TECHNOLOGIES
  • Windows Server 2003 and 2008, XP, 7, 8
  • Microsoft Systems Center Essentials (SCE)
  • Microsoft System Center Configuration Manager
  • Sophos EndUser Protection Enterprise Console 5.2
  • Ubuntu, Debian, CentOS, Fedora Linux
  • pfSense (FreeBSD) and Vyatta (Linux) Router/Firewall
  • Rapid7 Nexpose, Metasploit, Tenable Nessus, Nmap
  • Acronis Backup and Recovery and Snap Deploy
  • OpenVPN and Barracuda SSL VPN appliance
  • HEAT, Remedy, Assyst, Zendesk, and OTRS ticketing systems
  • VMware ESXi / vSphere
  • BlackBerry Enterprise Server
Service Delivery Manager, North America, 11/2014 to Current
KpmgRadnor, PA,
  • Brought onboard to develop centralized, standard IT department
  • Focus on IT Service Delivery, support, help desk, metrics, and policy
  • Implement ticket tracking system (OTRS) on Linux stack (CentOS 7)
  • Develop and document best practices, SOPs, and other support material
  • Act as IT advocate for business and end user community needs
Systems Administrator & Helpdesk Supervisor, 01/2010 to 11/2014
ToastBrooklyn, NY,
  • Oversee daily operations of help desk staff
  • Maintain internal operational network and systems
  • Designed, implemented, and maintain Windows AD and server environment
  • Ensure data continuity and back up of critical systems (Acronis)
  • Maintain up to date anti-virus protection of all systems (Sophos)
  • Patch and maintain OS updates of Windows environment (SCE)
  • Monitor network resources, MRTG, sFlow, RRDtool
  • Maintain OTRS ticketing system on LAMP server
  • Implement data security best practices
  • Troubleshoot and resolve escalated and/or systems issues
  • Designed and executed Windows 7 x64 desktop migration project
Service Delivery Analyst II, 07/2008 to 01/2010
Reed Business InformationCity, STATE,
  • Provided tier 2 end user support via phone, email, and in-person
  • Resolved numerous hardware and software technical issues
  • Provisioned new equipment and imaged systems as necessary (Altiris)
  • Recovered data as needed from tape storage system
  • Created and maintained current desktop and laptop standard image (Altiris)
  • Performed physical hardware inventory and asset tracking
  • Provisioned new user accounts, Active Directory, Cisco VPN, BES
  • Tracked all progress on issues in Remedy ticketing system
IS Analyst, 02/2008 to 05/2008
Parkview Health SystemCity, STATE,
  • Responded to phone and email support requests
  • Provided support remotely and on-site at various hospital locations
  • Resolved various OS and application related technical issues
  • Tracked and monitored all tickets in Assyst ticketing system
  • Provisioned new users for various directory services and system accounts
Senior Help Desk Analyst (Contractor), 08/2007 to 02/2008
TEKsystemsCity, STATE,
  • Provided phone and email support to global enterprise with 60k+ users
  • Resolved various OS and application related technical issues
  • Provisioned new Cisco VPN and RSA SecureID accounts for remote access
  • Setup new users in Active Directory and set appropriate permissions
  • Tracked and responded to tickets using HEAT ticketing system
Senior Regional Desktop Support Technician, 12/2006 to 08/2007
American Home MortgageCity, STATE,
  • Responsible for regional desktop and end user support
  • Various troubleshoot and break-fix of hardware/software issues
  • Maintained primary disaster recovery data center readiness
  • Provisioned new hardware for DR data center
  • Tracked and ticketed all issues using HEAT ticketing system
Help Desk Analyst, 05/2005 to 12/2006
Indiana University Purdue University Ft. WayneCity, STATE,
  • Provided phone, email, and in-person technical support to campus community
  • Assisted in roll-out of campus wide wireless network access points
  • Updated and maintained extensive support knowledge base articles
  • Performed image refresh of computer lab workstations
  • Updated firmware on network printers and configured for network access
  • Trained end users, including faculty, staff, and students
  • Recorded, monitored, and tracked all issues using HEAT ticketing system
A.S.: Labor Studies, Expected in to Indiana University - Fort Wayne, Indiana
A.S. Labor Studies, Indiana University, Fort Wayne, Indiana (Dec. 2006)
A.A.S.: Computer Info Technology, Expected in to Ivy Tech Community College - Fort Wayne, Indiana
A.A.S. Computer Info Technology, Ivy Tech Community College, Fort Wayne, Indiana (Expected Aug. 2015)
B.A.: Computer Info Technology, Expected in to Northern Arizona University - ,
B.A. Computer Info Technology, Northern Arizona University, Extended Campus (Expected Jun. 2017)
MCP Security+ Network+ BLS CPR CERTIFICATION - HEALTHCARE TECHNOLOGY PCI Professional (PCIP) MCP Windows Server 2003 CompTIA A+ HDI Help Desk Analyst ,
Help Desk, Best Practices, Helpdesk, Lamp, Lamp Stack, Operations, Security, Windows 7, End User Support, Access, Active Directory, Cisco, Vpn, Firmware, Printers, Technical Support, Wireless, Wireless Network, Workstations, Altiris, Inventory, Progress, Remedy, Wise, Data Center, Disaster Recovery, Linux, Metrics, Sops, Accounts For, Remote Access, Rsa, Bash, Blackberry, Buying/procurement, Comptia, Cpr, Customer Service, Disaster Recovery Planning, Documentation, Firewall, Freebsd, Healthcare, Intranet, Maintenance, Malware, Mcp, Metasploit, Microsoft Windows, Nessus, Nexpose, Nmap, Payment Card Industry, Pci, Purchasing, Receptionist, Recovery Planning, Remediation, Retail Sales, Router, Satisfaction, Security Vulnerability, Ssl, Systems Administration, Vmware, Windows 2000, Windows Server 2003, A.a.s.

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Resume Overview

School Attended

  • Indiana University
  • Ivy Tech Community College
  • Northern Arizona University

Job Titles Held:

  • Service Delivery Manager, North America
  • Systems Administrator & Helpdesk Supervisor
  • Service Delivery Analyst II
  • IS Analyst
  • Senior Help Desk Analyst (Contractor)
  • Senior Regional Desktop Support Technician
  • Help Desk Analyst


  • A.S.
  • A.A.S.
  • B.A.

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