Service Delivery Manager
1Path LLC – Atlanta Georgia
March 2024 – Present
•Team Enterprise Service Delivery Manager.
•Designed and implemented the Enterprise Organization's hiring, training, and coaching process.
•Developed and implemented Standard Operation Procedures, Operation Policies for the Support Team and the Deployment Team.
•Deployed and implemented a continuous improvement plan to achieve 30% improvement weekly and maintain the SLO over 90% over the last 10 months.
•Currently leading the highest-performance team in the company.
•Service Delivery Manager for the biggest account in the company with over 1900 workstations.
Customer Experience Manager
Soft Point Media, Inc. - Chatsworth, CA
July 2023 to Feb 2024
•Create QBR framework
•Created CXM Best Practices
•Standardization of the Sales Processes
•Generated revenue of three million dollars in Products, and Professional Services.
Service Desk Manager
Simplified IT Consulting - Canoga Park, CA
February 2023 to July 2023
•Created and Implemented Standard Operation Procedures and Policies for the Service Desk.
•Created and Implemented Standard Operation Procedures and Policies for Service Dispatch
•Created and Implemented KPIs for the Service Desk
•Migrated PSA from Kaseya to CW Manage
•Migrated from knowledge base from IT Glue to Hudu.
•Hired, trained, and coached Service Desk and Professional Services Engineers.
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LANGUAGES
•Spanish: Native Speaker
•English: Fluent, Second language
•Portuguese: Fluent, Third language
•French: Business and casual fluency
•Italian: Business and casual fluencyMore...