Service Delivery Engineer Resume Sample
Jermain Prohaska
46544 Jaren Hills,
Los Angeles,
CA
+1 (555) 217 3124
Work Experience
Senior Service Delivery Engineer
03/2018
-
PRESENT
Phoenix, AZ
- Read access to application code
- Read access to Production environment
- Access to debug information in Production
- Break-glass access to edit application data
- No ability to change application code
- Provide information technology (IT) services, business process consulting and ensures IT compliance to the business units and functions in Greater China
- Ensure smooth daily Information Technology (IT) operations and meet agreed key performance indicator (KPI) target
- Assist in implementation of standards in accordance to corporate and regional strategies
- Monitor the service delivery from external IT vendors and perform level 3 support to end users
Service Delivery Engineer
03/2012
-
12/2017
Houston, TX
- Working with customers in a global multinational environment
- Development activities for SAP most innovative products
- Develop web services and applications using mainly Java EE, Spring framework, Git, Ant / Maven and JavaScript / JSP / HTML for front end development
- Design and implement elegant, scalable code, participating in peer based code reviews to ensure code quality
- Contribute to ensuring high-quality code by following best practices and design patterns
- Design and write automated unit and integration tests
- Application of extensive programming skills in real customer implementation or engineering projects to develop innovative solutions or customer enhancements
Service Delivery Engineer, Sharefile
02/2006
-
02/2012
Houston, TX
- Balancing stakeholder needs, usability, performance, platform capabilities, budget, and time
- Contributing to all stages of project implementation and coordinate with the development team and project management to provide deliverables on schedule and to a high quality
- Leading requirements gathering sessions with stakeholders and showcase features in demos
- Managing high-level scope and functional requirements documentation in the form of user stories, process flows, and user acceptance criteria
- Supporting QA efforts throughout the project including SIT and UAT phases
- Presenting information professionally to stakeholders at all levels of the customer’s organisation
- Perform root cause analysis on platform, application & infrastructure for performance and stability issues and provide recommendations to optimize
- Deliver Onsite & Remote services to provide technical or application expert knowledge
- Actively work with the customer and development team throughout project
Education
University of Mount Union
2001 - 2006
Engineer's Degree in Computer Science
Professional Skills
- Strong interpersonal and communication skills, with strong customer service skills
- Strong experience and excellent communication skills and behaviour to/with customer
- Strong interpersonal skills and ability to communicate effectively both orally and in writing
- Strong experience with application management and troubleshooting skills
- Strong quantitative and qualitative reasoning skills, with demonstrated ability to solve complex problems and determine root cause
- Excellent analytical thinking, problem solving, interpersonal, and time management skills with a strong attention to detail
- Excellent technical diagnostic and analytic skills with proven problem solving
How to write Service Delivery Engineer Resume
Service Delivery Engineer role is responsible for interpersonal, basic, technical, application, troubleshooting, citrix, oracle, wireless, telecommunications, coding.
To write great resume for service delivery engineer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Engineer Resume
The section contact information is important in your service delivery engineer 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 Service Delivery Engineer Resume
The section work experience is an essential part of your service delivery engineer 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 service delivery engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service delivery engineer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery Engineer resume experience can include:
- Good organizational skills with the ability to prioritize own workload
- Good product skills in RDBMS, RAC, DataGuard,
- Excellent written and spoken English along with presentation skills
- Strong knowledge or experience in the CDMA/UMTS//GSM/LTE core networks wireless and 3GPP standards
- Strong knowledge or experience in the LTE, VoLTE, GSM/CDMA core networks wireless and 3GPP standards
- People Leader skills
Education on a Service Delivery Engineer Resume
Make sure to make education a priority on your service delivery engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service delivery engineer 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 Service Delivery Engineer Resume
When listing skills on your service delivery engineer 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 service delivery engineer skills:
- Demonstrated skillset managing, diagnosing and debugging matrixed problems across multiple disciplines (app, infrastructure, db, etc.)
- Experience in application management and troubleshooting skills
- Advanced Java and Python skills for scripting and automating migration processes
- Experience developing SOAP/REST web services and experience with OData an advantage
- Demonstrated experience with Git or
- Experience with SQL and good knowledge of RDBMS
List of Typical Experience For a Service Delivery Engineer Resume
1
Experience For Senior Service Delivery Engineer Resume
- Experience creating, writing, or editing SOPs (Standard Operating Procedures)
- Provide a point-of-contact for internal SDL employees, ensuring that the end-to–end customer experience is positive, consistent and high quality
- Experience with core service enabling protocols (Such as DNS, DHCP, AAA, TFTP etc)
- Understanding of 4G IMS/VoLTE interworking and Wireless Protocols (SIP, MGCP, H.323, RTP, GTP, GRE etc)
- Deliver Proof of Concepts, design & blueprinting review, performance testing, code analysis & go-live support
- Manages resolution of incidents reported by clients, or detected via monitoring, using appropriate processes, procedures and technology
- Evaluate and remediate risks associated with phishing, vishing, and denial of service attacks
- Responsible for attending required compliance, regulatory and technical training
2
Experience For IT Service Delivery Engineer Resume
- Weekend working to support critical business initiatives such as application rollouts, infrastructure changes or Disaster Recovery tests
- Lead customers through implementations by providing best practice expertise of Cloud Services implementations
- Knowledge of Layer 1/2/3 IP networking concepts
- Basic knowledge of signaling protocols (e.g., SS7, SIP,RFC 2833 etc.)
- Competence to perform SIP debugging with tools such as Wireshark. Capture and analyze SIP and RTP traces to isolate and resolve issues
- Configuration, management, and performance tuning of App/Web tier (IIS, Apache, Jboss
- Support local systems such as servers, storage telecoms and networking
- Responsible for travelling to European SDL offices to maintain local hardware and server infrastructure on site
3
Experience For ACS Senior Service Delivery Engineer Resume
- Lead the day to day operations at the Technology Concierge providing face to face support
- Troubleshoot software, hardware and connectivity issues (including laptop and BYOD devices)
- Leads core support to Service Delivery deliverables and meets the agreed quality standards of documentation and reporting
- Leads Disaster Recovery Testing
- Troubleshoot and manage environments including VMware vCenter, Windows Server, EMC SAN storage and backup technologies
4
Experience For Service Delivery Engineer, Sharefile Resume
- End-to-end technical knowledge in the following areas: VoIP, IMS concepts, and Protocols (SIP, RTP, Diameter, LDAP, DNS, HTTP/S etc)
- Provide technical problem solving support to the end-user community in a Microsoft Office and Windows environment
- Monitor system capacity and alerting systems to identify and correct issues proactively, before service levels are impacted
- Utilize IT help desk software to track work requests and to provide timely updates to ongoing work requests
- Perform disaster recovery and business continuity testing
- Create task lists, testing plans, and project schedules and adhere to these items
5
Experience For Application Service Delivery Engineer Resume
- Empower customers with industry best practice for operations
- Involvement in a rota to ensure adequate coverage across all desks. Current hours of coverage provided by the team are from 07:00 until 19:00
- Acting as the central technical resource within Blackboard Service Delivery team for a small set of clients and maintain day-to-day knowledge of all activities and status of issues involving clients’ hosted environment
- Conducting systems audit and analysis on the performance of the client’s Hosted environments
- The ability to multi-task and work well under pressure, providing timely and accurate solutions to numerous clients’ needs
- Test hardware and software and provide feed back to meet the organization’s IT needs
- Serve as a subject matter expert for Technical Support Services and Implementation Services teams’ efforts in selling and supporting integration offerings to prospects and customers
6
Experience For SGN Service Delivery Engineer Resume
- Teamwork: Works in concert with others toward shared goals, exhibits cooperativeness; participates in and supports effective conflict resolution; collaborates cross-functionally; puts needs of organization over personal needs
- Communication: Ensures that communications channels are open and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input; shares information appropriately and openly; is accessible and receptive to both good and bad news
- Excellence Orientation: Strives to be the best that one can be and maximizes one's own potential in helping Citrix succeed; exhibits resilience, persistence and tenacity; has high standards for quality of work; is strongly results-oriented; helps others keep things on track
- Accountability: Holds self and others accountable for keeping commitments and delivering the best possible performance; pays attention to detail; gets involved and leads others through resolution; can be relied upon to be responsible and ethical in the handling of customer and billing-related issues; assumes responsibility and follows up personally
- Strong work ethic – self-starter- motivated
7
Experience For Service Delivery Engineer Lead-core Foundation Services Resume
- Using NetScout tools, design and develop reports for IP networks
- Planning of changes/upgrades of supported products and technologies as per annual plan
- Perform ongoing QA of the customer’s documentation and over all environment to ensure timely resolutions
- Clarify a client’s system specifications; understand their work practices and the nature of their business
- Prepare documentation and present progress reports to project managers or SDM’s
- Resolve issues under fire and to adapt to change
- Quickly learn technology concepts and terminologies
- Networking, telecommunications, or enterprise software application experience required with an emphasis in VoIP, SIP, SIP trunking, and router/firewall configuration
8
Experience For Service Delivery Engineer Resume
- Configuration, management, and performance tuning of App/Web tier (IIS, Apache, Jboss)
- Serve as a subject matter expert for Support Services and Implementation Services teams’ efforts in selling and supporting integration offerings to prospects and customers
- Product technical skills: Citrix XenApp/XenDesktop, NetScaler, Windows Server 2008,2012,2016
- Responsible for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used
- Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, up dated and closed on completion
- Responsible for providing specialist expertise, guidance and support for a range of desktop hardware and software related issues, including peripherals and mobile devices
9
Experience For Senior Service Delivery Engineer Resume
- Responsible for ensuring Anti-Virus systems remain up to date and that all and any related incidents are recorded with Service Centre
- Participate in ensuring the integrity of network backups
- Utilising analytical skills for assessing and interpreting highly complex and conflicting information to ensure that service incidents are investigated and that those with unknown underlying root causes are captured as Problems and managed accordingly
- Work in partnership with IT Systems Engineers to configure, manage and maintain IT infrastructure, including network infrastructure, virtual and physical environment, server room environment etc
- Excellent Oracle RDBMS skills
- Basic Oracle Golden Gate skills
10
Experience For IT Service Delivery Engineer Resume
- Experience in implementing HA and MAA solutions for Oracle environments
- Solid understanding of Video related Protocols (MPEG, SIP, RTP, HTTP/S, IGMP, ABR etc)
- Hands on experience with Protocol Analyzer tools and packet level debugging tools
- Responsible for maintaining an accurate inventory of all IT hardware and software
- Drive ongoing improvements and efficiencies in operational practices, tools & processes
- Provide ad-hoc training for customer and other support engineers, advise on best practices
- Willingness to work over the weekend (prod cut over’s)
List of Typical Skills For a Service Delivery Engineer Resume
1
Skills For Senior Service Delivery Engineer Resume
- Experience in developing or managing trading/financial services technology including trading systems applications, trade feeds, trade flow life cycle, etc
- Solid understanding of 3GPP/3GPP2 Standards, IP routing & switching. Sound understanding of IP/MPLS and Ethernet technologies
- Demonstrated understanding of code-level and container-level performance tuning, troubleshooting, and architecture best practice for enterprise applications
- Knowledge and experience with technical infrastructure and end user computing including: Networking, Telecom, Hardware, Software and Configuration
- Experience with virtualization technologies including VMWare and operating or troubleshooting VMs in a highly-virtualized environment
- Experience analyzing, troubleshooting, & resolving complex network service connectivity issues
2
Skills For IT Service Delivery Engineer Resume
- Experience monitoring and maintaining large-scale services with various underlying dependencies
- Experience working in a manufacturing environment
- Experience in software engineering and Object Oriented Programming (OOP)
- Experience with payment card processing, online banking
- Experience developing and working with MS SQL queries
3
Skills For ACS Senior Service Delivery Engineer Resume
- ITIL Certification or hands-on experience following modern IT practices influencing Change, Configuration, Release and/or development
- Strong understanding of infrastructure automation tooling (terraform, cloud formation, etc.)
- Experience working cooperatively with a high functioning interdependent team
- Solid understanding of the FIX protocol
- Highly organised with an ability to prioritise and handle multiple tasks concurrently as part of a team or independently without requiring supervision
- Specific Commodities Index trading technology experience
- IT work experience, including systems development
- Experience in web programming: JavaScript, AJAX and other JavaScript frameworks
4
Skills For Service Delivery Engineer, Sharefile Resume
- Good understanding of distributed applications
- Good understanding of web and enterprise applications
- Experience working in an agile / dev/ops environment
- Inherent and proven problem-solving nature, with an engaged and proactive attitude
- Build effective working relationships with the Business, Technology Teams and Vendor Partner leaders
- Work experience in a production/service/ operations support environment or within a product engineering organization as an Engineer
- Hands on experience with design and coding in Java, HTML5, JavaScript, Unix Shell Script
5
Skills For Application Service Delivery Engineer Resume
- Hands on experience with any server and application performance monitoring tools (Ex – CA Wily, Dynatrace, AppDynamics or any other open source tools)
- Up to 4 years of work experience in a production/service/ operations support environment or within a product engineering organization as an Engineer
- Experience in EHM service, engine performance, service engineering
- Work experience in a production/service/ operations support environment or within a product engineering organization as an Engineer
- Experience with design and coding in Java, HTML5, JavaScript
- Experience with PowerShell, Bash, Python, Perl scripting for automation
- Experience within an onsite IT customer facing role or similar
- Experience working with DevOps & Agile methodologies
6
Skills For SGN Service Delivery Engineer Resume
- Experience using secured remote access tools (e.g. RDP, SSH, WinRM) to manage Windows and Linux servers remotely
- Experience with Load balancing via F5 and Cisco ACE
- Experience with Bash, Python, Perl scripting for automation
- Experience working with MS SQL, Windows services, WCF services
- Excellent knowledge of OOP concepts and understanding of Java EE
- Solid understanding of HTML, CSS, and CSS pre-processors like LESS or Sass
- Strong understanding of application deployment/configuration processes
- Strong capabilities in developing infrastructure, configuration and deployment automation at large scale/high complexity
- Development experience in C#, VBA and advanced Excel configuration
7
Skills For Service Delivery Engineer Lead-core Foundation Services Resume
- Experience within an IT or Application support environment
- Equivalent, hands-on, experience
- Deep experience with JavaScript frameworks
- Strong or deep knowledge with one or more configuration management tools
- Communicate effectiveness of engine maintenance to customers
- Experience with data analytics platforms such as HPE Vertica, MicroStrategy, Dockers, Kafka
- Providing direct technical assistance and training to computer users on the application software, hardware and computer services
- Supporting and leading contingent workers
8
Skills For Service Delivery Engineer Resume
- Working knowledge of security tools, imaging, Service Now, etc
- Working knowledge and understanding of Firewalls, NAT, DNS, SMTP, and related concepts
- Using Netscout tools, develop RAN focused reporting of LTE performance metrics
- Networking – Infoblox, F5, vCNSEEO Statement
- Operating Systems – Windows 2003, 2008 and 2012
- Scripting – Powershell, PowerCLI, Bash, VBScript
- Scripting languages such as Perl or Shell
- Working knowledge of MAC, Microsoft Windows10, Windows Office Suite & Outlook
- Understanding of Firewalls, NAT, DNS, SMTP
9
Skills For Senior Service Delivery Engineer Resume
- Understanding of JPA / ORM technologies
- Working knowledge of VOIP PBX systems
- Financial knowledge in monitoring, controlling and reporting budget expenditures
- Assist customers in gaining access to various systems Provide support for employees using Citrix environments, VDI machines, and Avaya/Cisco telephony
- Act as the senior technical authority on site for local systems including, but not restricted to, email, servers, storage, telecoms and networking
- Precise and have attention to detail, meeting commitments and delivering continual improvement within budgetary restrictions
- Confidence, enthusiasm and commitment to finding new ways of working
10
Skills For IT Service Delivery Engineer Resume
- Knowledge of peripheral tools: Issue Tracking (Jira), Wiki (Confluence), Source Code Management (Git), Build (Maven / Ant) & Testing Frameworks
- Knowledge of technologies such as IoT, Machine learning, blockchain, big data/analytics, SQL/Python scripting
- Deomonstrated success handling large scale, multi-tenant systems—ideally in a setting with many multiple customers with multi-tenant systems
- Maintain existing EHM data processing system
- Maximize revenue by identifying opportunities and ensuring projects are funded before start
- Fundamental understanding of networks
- UNIX, Perl, shell scripting
- Receives and logs calls from clients using appropriate processes, procedures and technology
- Support Network outages, serving as a liaison between the Enterprise Voice/Data Network teams, the vendor partners and the Business
List of Typical Responsibilities For a Service Delivery Engineer Resume
1
Responsibilities For Senior Service Delivery Engineer Resume
- Collaborate with Software Development, QA Engineers, and System Architects to continuously improve the efficiency and reliability of build and deployment processes to support all phases of development, QA, and production releases
- Good verbal and written interpersonal skills at all levels
- Strong Linux, server support skills required
- Working knowledge and experience with internet and network protocols required
- Demonstrable experience in network management and monitoring, knowledge of BI
- A strong background in providing global production support for customer relationship management applications
- Provide a handover document to all support teams prior to go-live
2
Responsibilities For IT Service Delivery Engineer Resume
- TrueCall, IRIS, Geoprobe experience highly desirable
- Experience with database technologies (Oracle, DB2, MS SQL)
- Experience on an operations team or NOC
- Set priorities, adhere to deadlines, improvise under duress, and instill confidence and accountability
- Share knowledge, lead, and mentor less experienced team members
3
Responsibilities For ACS Senior Service Delivery Engineer Resume
- Experience in IT support and direct problem resolution roles
- Diploma in any IT discipline with 0 to 2 years work experience on related field
- Excellent communication in Japanese at least certified with JLPT Level 1/N1 or BJT – J3
- Manage multiple priorities simultaneously in fast-paced environment
- Hands on experience in JBOSS, APACHE HTTP webserver and IBM Websphere server maintenance
- Experience with turbine engine maintenance practices
- Experience of Cloud Technologies would be beneficial
4
Responsibilities For Service Delivery Engineer, Sharefile Resume
- Builds a strong relationship with the Application Development Team
- Working knowledge of VoIP protocols and telecommunications required
- Working with site leaders and Hardware Asser Management Team to maintain IT assets register
- Administer the overall IT Security Program with performing vulnerability remediation, router/switch patching, desktop patching, and security metrics reporting
- Expertise in defining, governing and enforcing Problem, Incident, Change, Release, and Event Management ITIL disciplines
5
Responsibilities For Application Service Delivery Engineer Resume
- Peripheral tools: Issue Tracking (Jira), Wiki (Confluence), Source Code Management (Git), Build (Maven/ Ant) and Testing Frameworks
- Support network issues, network connectivity, including wireless Work closely with the team to resolve or properly close aging tickets
- Sh scripting knowledge required, others (Ruby, Perl, R) desirable
- Troubleshoot issues, perform root cause analysis and performance tuning
- Implement new technologies in customer environments, including upgrades, virtualization projects, and advanced infrastructure projects
- Configure and utilize diagnostic tools, peripherals, and testing accessories required
- System Sizing and Hardware Analysis
- Business Process optimization including FICO, P2P, MM/IM, PM, PP
- OOP concepts and understanding of Java EE
6
Responsibilities For SGN Service Delivery Engineer Resume
- Comprehension of basic object-oriented fundamentals, web application infrastructure, memory management, garbage collection, and threading
- Advanced Knowledge of Microsoft Windows client and server operating systems, MCSE Desirable
- Knowledge on basics networking concepts
- Develop and improve upon existing tools and services
- Ensures that Service Delivery deliverables meet the agreed quality standards of documentation and reporting
7
Responsibilities For Service Delivery Engineer Lead-core Foundation Services Resume
- Contributes to continuous service improvement by maintaining best practices and knowledge repositories
- Support Network outages, serving as a liaison between the Enterprise Network team, the vendor partners and the Business
- Assists in the investigation (root cause analysis) and resolution of problems, from an End User Computing perspective
- Delivery of ACS services, focus area are migrations (online via Oracle Golden Gate and using the offline method), RMAN Migration-Solution services, global
- Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software
- Develop automation scripts and frameworks to improve operational processes and procedures
- Provide and maintain a detailed understanding of the structure and inter-dependencies of systems and leverage this knowledge to improve our build and release processes
8
Responsibilities For Service Delivery Engineer Resume
- Provide production and development support, as needed, for escalations and incidents
- Maintain accurate updates on the open projects in SupportForce, and Helios for time-management on a weekly basis
- Implement work orders, based on given instruction, related to change activities/solution within area of technical responsibility
- Work alongside a larger Service Delivery Team to ensure that services maintain a high level availability in line with our client and business
- Responsible for incident/problem management, coordination/execution of change deployment, application performance, application operations management, and overall service delivery to ensure IT meets its objectives for continuous improvement and operational excellence
- Perform on-call rotation tasks and support as needed
- Function as a platform operations specialist for our Linux–based TrueCall product toolset: GEO, IRIS OAM and ISA call trace application
- Perform health-checks, effect repairs, communicate and escalate as necessary to drive problem resolution
9
Responsibilities For Senior Service Delivery Engineer Resume
- Coordinate/perform and communicate configuration changes, upgrades
- Work with customers to help resolve complex 3G/4G performance issues
- Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure, research using NetScout’s knowledge base & develop technical tips and solutions
- Deep knowledge of a wide range of state-of-the-art network practices and technology, to advice on resolution of critical and complex network issues potentially involving: Mobility Applications and Platforms, VPN, VoLTE, TCP/IP, IP SEC, IMS/SIP, Diameter, GTP/2, LTE-FDD/TDD
- Understanding of LTE protocols: call-flows, security and priority procedures (VoLTE, S1-MME, S1-AP, S1, S5, DIAMETER, LDAP based messaging, QCI, etc.) especially pertaining to RAN operations
- Strong Unix/Linux/Storage systems knowledge and including related disciplines
10
Responsibilities For IT Service Delivery Engineer Resume
- Knowledge of Operating System and Virtualization such as CentOS, VMware, and vSphere
- Provide support to facilitate the investigation and resolution of incidents and problems as well as implement agreed remedies and preventative measures
- Collaborate with technology support teams for incident resolution
- Provide software, hardware and application support for Windows and MAC supported issues
- Responsible for incidents management and KPIs (First Contact Resolution, Recommend to a Friend and Customer Satisfaction)
- Communicates the status of incidents, preventative solutions and resolutions to the Service Delivery Manager/Director
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