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Top-performing ITSM professional with extensive experience in spearheading the global delivery, management, design, development, implementation and support of cost-effective, enterprise-wide information and business system solutions. Expertise in technology development, product management and IP business. Recognized leader, applying high-impact technical solutions to SLAs, with capabilities that transcend IT operation boundaries. Skilled at working with clients and management to prioritize activities and achieve defined project objectives; able to effectively translate operational/business requirements. Committed to helping organizations achieve maximum benefit from their IT investment, through meticulous research, development and implementation of technologies.
ITIL Process Design and Implementation Release / Change Management Service Delivery Management Project Management Best Practice Development Business and Functional Analysis Quality Assurance Goal Attainment SLA / KPI Management Project Finance Management Process Optimization Client Relations Performance Management Process Optimization SLA Adherence Resource Management
Reduced 80% of recurring incidents by implementing orthogonal data analytical technology. Increased customer satisfaction rate to 95% through continued service improvement Received Service Excellence Award of the Year (2007 and 2010) for delivering exemplary levels of customer service.
Senior Managing Consultant – Manager January 2002 to February 2014 IBM Oversaw solution design for ITIL / ITSM implementation projects. Developed business case, proposal and SOW, and ensured delivery of services according to agreed service levels. Managed finance and budget, set and achieved SLA / KPIs, and prepared and reviewed service reports with clients.
7/2012 4/2014 , Lead Consultant and Service Desk Manager – China Resources ITIL / ITSM Project Designed and implemented ITIL processes for enterprise service desk which employed over 200 specialists providing service to more than 40K end users. Produced best practice IT service management framework including process, metrics and tools. Created proactive incident analytical technique that eliminated recurring incidents by 80%.