Professional Service Delivery Coordinator Resume Sample
Crystal Champlin
197 Hilll Trail,
Houston,
TX
+1 (555) 360 1270
Work Experience
Senior Professional Service Delivery Coordinator
11/2017
-
PRESENT
San Francisco, CA
- Maintains records of account specific service problems and assists in prioritizing work requests. Identifies process changes or adjustments and escalates same
- Maintains records of expenditures to ensure compliance with approved budgets
- Identifies and monitors service improvements to increase customer satisfaction. Supervises and ensures delivery of projects meet client and company expectations and needs
- Recommends and/or initiates the selection and hiring of employees. Trains and evaluates employees to enhance their performance, development, and work product. Addresses performance issues and makes recommendations for personnel actions. Makes recommendations for salary increases, transfers, and terminations to manager
- · Creation and maintenance of Asset information registered in the Asset Repository
- Create, review and maintain the SLM Work Instructions (PMG’s, SLA Spec Sheets, etc.)
- Ensure all appropriate underpinning agreements for SLA’s are established, including Operational Level agreements and underpinning Contracts
Professional Service Delivery Coordinator
07/2011
-
08/2017
Phoenix, AZ
- Where there is a failure, facilitate an improvement plan in the form of Restoration Action Plan’s known as 'RAP sheets'. Attends the geographical failure review meeting
- Communication of problem action items to CSC GDN, CDM, DE or business approver and if applicable, to the client’s businesses, internal technology teams or third party vendors
- Own and communicate Problem Management processes to CSC’s clients and CSC personnel
- Works with the Lines of Service and Problem Management to analyses capacity related issues and outcomes
- Maintains awareness of regional account, legislative and market process requirements
- Attend and participate in Regional Process Manager Meetings
- Works with the Regional Process owner to ensure global process requirements are met and are supported by consistent set of tools
- Maintains the interaction of other account support and delivery processes such as: Change, Incident, Problem and Availability
Senior Professional Service Delivery Coordinator
09/2004
-
06/2011
Phoenix, AZ
- Generation of Daily/Weekly and Monthly exception reports detailing and showcasing the account’s performance
- Accountable as single source delivering clear and accurate communication during all incidents across the business and technology including senior and exec management levels meeting agreed KPI’s & SLA’s
- Ensure all Major Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, both during business and outside of core business hours based on service requirements
- Raises a Problem when a Major Incident without a known error is resolved
- Ensure that Executive Notifications are drafted, properly approved, and sent for all P1 Major Incidents that fit the criteria of a ‘true’ business impacting event
- Work in accordance with the ITIL framework to implement and follow quality processes
- Perform ‘Billable’ Project work to deploy and upgrade the i.Pharmacy solution and other DXC products and or services. ▪ Develop and maintain a strong working relationship with our customers to foster collaboration and facilitate growth
- Possess strong investigative skills, to determine outcomes from escalated defects. ▪ Escalate site issues (current or potential) to the Project and Support Manager
Education
Alliant International University - Sacramento Campus
1998 - 2003
Bachelor's Degree in Management
Professional Skills
- During “downtime” complete all administration tasks including updating Notfind, maintaining E&N documents, updating Knowledge scripts and any other tasks required by the business
- Experience in working in a 24x7 shift role; experience working on-call and on-standby
- Experience with Web Services, developing against API, Rest or Restful Linux OS experience
- Prior working experience on ITSM tools (Remedy / SNOW) mandatory
- Strong experience of delivering service quality within an ITIL framework
- Java, iOS/Objective-C or 'big data' skills would WOW us as plusses!
- The drive and open-mind to learn and adopt new skills continually
How to write Professional Service Delivery Coordinator Resume
Professional Service Delivery Coordinator role is responsible for software, design, reporting, architecture, database, gis, training, finance, messaging, health.
To write great resume for professional service delivery coordinator job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Professional Service Delivery Coordinator Resume
The section contact information is important in your professional service delivery coordinator resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Professional Service Delivery Coordinator Resume
The section work experience is an essential part of your professional service delivery coordinator resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous professional service delivery coordinator responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular professional service delivery coordinator position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Professional Service Delivery Coordinator resume experience can include:
- Participate and Provide content for Implementation Planning Studies, and Deployment Workshops, Statements of Work, including documentation for all Project related activities
- Experience in the following
- Experience providing application deployment services in a technical capacity or equivalent
- SQL Server Database Deployment and Administration experience in highly available environments
- Crystal Report designer experience desirable
- Understanding of application interfacing. Web Service or HL7 messaging – applicable but not essential
Education on a Professional Service Delivery Coordinator Resume
Make sure to make education a priority on your professional service delivery coordinator resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your professional service delivery coordinator experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Professional Service Delivery Coordinator Resume
When listing skills on your professional service delivery coordinator resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical professional service delivery coordinator skills:
- Project management skills, Analytical and problem solving skills
- A solid, demonstrable grasp of good web, object-oriented, and asynchronous programming concepts
- Proven track record delivering high quality, cost effective services ( )
- Understanding or experience with the implementation of applications
- Experience in supporting Enterprise level information systems, including applications or infrastructure, or production critical infrastructure or applications
- SQL scripting experience for data interrogation or reporting
List of Typical Experience For a Professional Service Delivery Coordinator Resume
1
Experience For Senior Professional Service Delivery Coordinator Resume
- Develop processes which support client engagement, improvement and support
- Work within the team to implement strategies to improve productivity and efficiency to increase deployment speed and client satisfaction
- Provide technical and/or functional leadership to the support team
- Development of local scripted solutions to data issues
- Participate and contribute to team meetings
- Contribute to continuous improvement of processes and standards
- Healthcare clinical product knowledge
2
Experience For Associate Professional Service Delivery Coordinator Resume
- Install, deploy and administer SQL Server databases in multiple environments, including High Availability, Clustered, and Disaster Recovery situations
- Create and maintain SQL Scripts desirable
- Data Import and Transformation SQL Services
- Troubleshoot SQL and Windows Server issues. ▪ Knowledge of XML data formats
- Gather customer complaints and update the information in complaint register and tracked to closure
3
Experience For Assoc Professional Service Delivery Coordinator Resume
- Sound Knowledge of Service Level Management
- Adequate Knowledge of Service Operations and Service Design processes
- Advanced Knowledge of operational metrics implemented
- Coordinate with Service Desk, Incident Management, Technical Groups, Delivery Executives and other key stakeholders to ensure information flow for Major Incidents Ensure accurate and up to date documentation is maintained during the lifecycle of a high priority Incidents to provide accurate input to other linked processes such as Incident Management, Problem Management, and Change Management
- Coordinate with Service Desk, Incident Management, Technical Groups, Delivery Executives and other key stakeholders to ensure information flow for Major Incidents Ensure accurate and up to date documentation is maintained during the life-cycle of a high priority Incidents to provide accurate input to other linked processes such as Incident Management, Problem Management, and Change Management
List of Typical Skills For a Professional Service Delivery Coordinator Resume
1
Skills For Senior Professional Service Delivery Coordinator Resume
- Strong change leadership skills ( )
- Strong experience in Major Incident Management as described in the ITIL methodology
- Experience in working in crisis situations, or in crisis management
- Experience working in a global and virtual team environment
- Experience in supporting multiple external clients across various industries and technologies
- Experience in Major Incident Management as described in the ITIL methodology
- Experience at a front line Service Desk
2
Skills For Associate Professional Service Delivery Coordinator Resume
- Experience with the BMC Remedy Suite or ServiceNow
- Three years experience in Information Technology or a related field, and a broad awareness of Enterprise level information systems
- Three years’ experience in Information Technology or a related field, and a broad awareness of Enterprise level information systems
- Three years’ experience in Information Technology or a related field
- Three or more years of asset management or inventory control experience
- Five + years’ experience in Information Technology or a related field, and a broad awareness of Enterprise level information systems
- Good understanding of the framework - ITIL Version 3 2011 refresh
- Working with and providing analysis of escalated incidents to development teams for resolution
3
Skills For Assoc Professional Service Delivery Coordinator Resume
- Assisting with the testing of software released from development as required
- Performing site upgrade and implementation services of clinical products as and when required
- Undertaking performance analysis of currently deployed clinical applications
- Supporting clinical applications within a health environment
- Providing functional and/or technical expertise for healthcare IT systems
- Bring together the technical resources that can assess the technical impact and form the technical service restoration team to drive recovery of services
- Understanding the Service Level Agreements made with the customer
- Updating the continual improvement register based on the improvement opportunities identified for the account
4
Skills For Professional Service Delivery Coordinator Resume
- Take ownership and responsibility of all project deployment and support work, including analysis and indepth trouble shooting
- Build positive relationships with Technical Groups via an ongoing engagement model
- Learn new technologies, applications and working practices
- Broad understanding of all Service Management and Service Desk functions
- Development of complex database management tasks and settings, including deployment guides and other documentation
- Use ITIL methodology to deliver Major Incident Management services
- Adopt CSC’s service excellence paradigm and strive to ensure the customer receives a quality level of service
5
Skills For Senior Professional Service Delivery Coordinator Resume
- Recommend and Drive Service Improvement Activities to and on behalf of the process owner
- Ensure that Executive Notifications are drafted, properly approved, and sent for all P1 Major Incidents that fit the criteria of a ‘true’ business impacting event. Lead service restoration efforts in accordance with the globally defined standards and requirements
- Form teams via technical, Sametime, and/or Management bridges, where necessary, to: Lead service restoration efforts in accordance with the globally defined standards and requirements
- Coordinate the restoration of the affected service(s) as fast as possible, while minimizing the impact to the client and maintaining the integrity of DXC
- Focus on ensuring resolution of Major Incidents within service level through the identification of resolutions and workarounds
- Form teams via technical, Sametime, and/or Management bridges, where necessary, to
- Bring together the service and business management leads to discuss the business and service impact that results from a Major Incident, and make business priority decisions, where required
- Manage and drive third parties to quick resolution of Incidents
6
Skills For Associate Professional Service Delivery Coordinator Resume
- Ensure confirmation of service availability
- Ensure detailed handover of active Major Incidents where shift change occurs
- Coordinates with other functional members of the project team, i.e. infrastructure, database administrators, security, and configuration management
- Translates detailed design into computer software tests, debugs, and refines the computer software to produce the required product Ensures that software design promotes modularity and portability and is reliable, serviceable, and maintainable, has demonstrable accuracy, privacy and security, and is sufficient within the parameters of the system
- Prepares required system and data requirements documentation, including both program-level and user-level documentation; system test, implementation, and configuration management plans and system demonstrations
- Good understanding of end to end Asset Management
7
Skills For Assoc Professional Service Delivery Coordinator Resume
- A solid knowledge of many (not necessarily all) of these technologies: Python, PHP, TCL, JavaScript, HTML5, CSS3, Ruby/Ruby on Rails, and relational databases
- An understanding of agile development ideas: scrum, test/behavior-driven development, code-evaluate-iterate
- Able to work on multiple complex SRT’s to conclusion, with an understanding and application of a broad knowledge of principles, practices and procedures
- ITIL Foundation Certificate or other ITIL qualification or exposure to working ITIL processes
- Completion of ITIL Foundations training / certification or more
- Enterprise IT background is necessary
- Be able to program code 3-5 hours/day
- An open-mind and personable disposition
- Able to drive Service Restoration activity with tenacity, confidence and focus
8
Skills For Professional Service Delivery Coordinator Resume
- Able to lead a diverse virtual team of technical / delivery specialists
- Work under pressure and to maintain composure in stressful situations
- An individual that has gravitas, not afraid of conflict, can influence at all levels and can work in stressful situations
- Maintains constant levels of professionalism, respect and personal integrity
- Make command decisions
- Associate Professional Service Delivery Coordinator
- Ensure all Major Incidents are validated and progressed in accordance with SLAs aligned to Incident priority and status, during business hours and outside of business hours based on
- ITIL Intermediate level certificate, specifically in Operational Support and Analysis
- Strong experience in supporting Enterprise level information systems, including applications or infrastructure, or production critical infrastructure or applications
9
Skills For Senior Professional Service Delivery Coordinator Resume
- Leadership and management experience in Service Desk, Desktop, Service Management ( )
- Translate a single client's business requirements into specific systems, applications, or process designs for large, complex information technology solutions and integrating architecture
- Lead a cross-functional team that analyzes, designs, and implements the architecture of projects in order to meet solution needs; leverages resources from different teams to ensure that customer needs are met
- Assist in the analysis of new and existing architectures to ensure engineering platforms meet reliability expectations to enhance customer satisfaction
- Assist in the design of overall system and solution architecture, system integration, and implementation strategy to deliver an integrated solution which meet customer needs
- Generate conceptual, logical, and physical architectures, system documents, testing analyses, test plans, and risk assessments for a single client to ensure sound architecture which meets client needs
- Identify existing and potential issues and design matters in overall system and solution architecture; implements solutions to ensure that best practices and processes are followed and enhanced
10
Skills For Associate Professional Service Delivery Coordinator Resume
- Understanding CSC’s Service Level Management policy, process and procedures
- Assist in researching technological advancements to ensure that solutions are continuously improved, supported, and aligned with industry and company standards
- To gather the service level data as needed for reporting and communication
- Knowledge and Understanding of contract documents and Service Level Agreements
- Ensure DSR service reviews are conducted on a daily basis
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