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Service Delivery Specialist Resume Example

Resume Score: 80%

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SERVICE DELIVERY SPECIALIST
Summary

To secure a career with an IT Support environment within a reputed organization, which appreciates professional approach and hard work, where I can utilize my knowledge, various skills and dedication in contribution towards fulfilling the company's growth objectives, develop my career and excel in the related field.

Highlights
  • IT Help and support desk experience
  • Adept at providing high-quality service
  • Ability to develop, maintain, and manage IT service catalog
  • ITIL certified
  • A+ certified
  • Windows XP/7
  • Microsoft Office expert
  • Accomplished with mobile devices
  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Vast technical knowledge
  • Patient and diligent
Accomplishments

Exceeded monthly goals by successfully handling more than 50 calls per week.

Planned, directed, coordinated and assigned manpower to efficiently meet production requirements.

Documentation

  • Wrote and edited documents to keep staff informed on policies and procedures.

Process Improvement

  • Created new departmental procedures manual.
  • Assessed organizational training needs.

Experience
Service Delivery Specialist
October 2005 to Current
Ricoh Professional Services - Hamilton, NJ

Primary contact in responding to all employee/customer inquires concerning printer/MFD related issues within a Medical Center. Deployment of new equipment along with the retirement of services delivered by the service provider with a view to offering a consistent service experience to a specific user community in a specific business context. Delivering service that meets SLA and delights the customer, Achieving productivity improvements, Developing strong relationships and teams.

IT Service Delivery Manager
April 2011 to Current
Hunterdon Medical Center - Flemington, NJ

Maintained/Managed 423 devices through-out the medical center, software/hardware troubleshooting, met all printing needs through-out hospital per specific department needs, provided functional support with HMC existing systems, ran daily exceptions, working with 3rd party reporting tools to gather data for monthly billing, supply inventory, devices utilization. Built appropriate relationships inside and outside of IT. Provided input for weekly IT advisory group meetings. Identified improvement areas in incident response and problem management process.

Help/Service Desk
April 2009 to April 2011
BASF - Rockaway, NJ

Provided base level IT support to company personnel.Displayed courtesy and strong interpersonal skills with all customer interactions.Resolved customer complaints and concerns with strong verbal and negotiation skills.Helped customers track and ship packages, responding to an average of 35 calls per day.

Site Supervisor
October 2005 to April 2009
St. Josephs Medical Center - Paterson, NJ

Managed mail room services, oversaw 2 employees, managed 168 MFDs, generated monthly billing, and maintained supply inventory.

Education
Certifications : Managed Service Ricoh Learning Institue

Continuing education in Information Technology Infrastructure Library. Continuing education in managed services.

Coursework in Business and Communications

Coursework in Distributed Computing, Networks and Databases

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Resume Overview

Companies Worked For:

  • Ricoh Professional Services
  • Hunterdon Medical Center
  • BASF
  • St. Josephs Medical Center

School Attended

  • Ricoh Learning Institue

Job Titles Held:

  • Service Delivery Specialist
  • IT Service Delivery Manager
  • Help/Service Desk
  • Site Supervisor

Degrees

  • Certifications : Managed Service

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