Delivery Support Resume Sample

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Layne VonRueden
52373 Luettgen Ville,  San Francisco, CA
+1 (555) 918 0773

Work Experience

Delivery Support Specialist
06/2017 - PRESENT
Dallas, TX
  • Serves as a subject matter expert for Project Management methodologies and practices and promotes a cohesive, collaborative global project culture
  • Supports delivery standardization and increases capabilities for project, program and portfolio management in alignment with the Enterprise Process Management (EPM) framework. Contributes to continuous improvement by assessing results and improving processes
  • Provide remote technical support within Managed Services’ ITIL aligned service delivery processes including Incident Management, Problem Management, Configuration Management, Change Management and Release Management
  • Action P1 or Major incident escalation right away
  • Where necessary, liaise and work with Professional Services Engineers and Solutions Architects around client projects and deployments, not owning the implementation (With Exceptions) and ensure to be consulted/appraised at all times
  • Where appropriate, use lab equipment and resources to attempt to recreate client incidents and undertake fault simulation activities
  • Maintain detailed knowledge of the clients’ environment(s), where applicable, by maintaining and updating relevant documentation such as Network Diagrams, Configuration Databases along with process and procedural documentation
  • Provide proactive, constant and clear communication on the status of incident / problem resolution between the client, Dimension Data, and any other third party supplier and vendors
  • Escalate issues affecting delivery of service to management
Service Delivery Support Engineer
03/2014 - 01/2017
San Francisco, CA
  • Conduct technical workshops for L1 & L2 engineers on regular basis
  • Mentor the team members and guide them to grow in their roles and provide technical escalation support
  • Facilitate effective and appropriate communication to all stake holders to meet SLAs and expectations
  • Participate in the timely execution our Business Continuity Plan
  • Develop Service Improvement Plans on continuous basis
  • Proactively invest time in self education and provided training to ensure a comprehensive and current understanding of our tools, processes and the people that support our customers and our business
  • Proactively support career development plans and KPIs
  • Experience in Project
Analyst, Information Delivery Support
10/2010 - 10/2013
Detroit, MI
  • Experience working with retail
  • Maintenance of existing applications and onboarding of new applications, including deployment in a controlled desktop environment
  • Identification of data or application code fixes, management of issue resolution and communication of these to global development teams
  • Communicating and collaborating with local and global colleagues
  • Identification and escalation of technical or data related risks. Adherence to all risk management policies and procedures
  • Ongoing maintenance of technical and end-user documentation for all changes
  • End-user focused change management to ensure effective adoption of technology change
  • Act as ‘process owner’ for matters of faculty member agreement (FMA) administration
  • Plan and communicate the status of all service installation milestones and activities


American InterContinental University - Houston Campus
2005 - 2009
Engineer's Degree in Information Technology

Professional Skills

  • Exhibits strong time management and self-prioritization skills
  • Strong written and verbal skills with existing support staff, senior support management, and key business stakeholders
  • Manage several projects/assignments with strong multi-tasking skills
  • Strong Interpersonal, communication (written and verbal) and networking skills
  • Strong customer and service orientation combined with good work etiquette, good communication and teamwork skills
  • Effective partnership/consultant skills to add value and facilitate decision-making / consensus building
  • Fluent English and German skills (in speaking and writing)

How to write Delivery Support Resume

Delivery Support role is responsible for training, printing, retail, finance, integration, security, shipping, java, wireless, architecture.
To write great resume for delivery support job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Delivery Support Resume

The section contact information is important in your delivery support 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
  • Email
  • Telephone number

Work Experience in Your Delivery Support Resume

The section work experience is an essential part of your delivery support 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 delivery support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular delivery support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Delivery Support resume experience can include:

  • Very good interpersonal skills and team working
  • Excellent financial management skills and understanding of financial processes
  • Operational and/or technology experience. Working experience in business process documentation, analysis and process improvement
  • Excellent IT capabilities and very strong Excel ability
  • Technical/Process/Precedural documentation skills
  • Effectively communicate with technical and business areas at various levels

Education on a Delivery Support Resume

Make sure to make education a priority on your delivery support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your delivery support 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 Delivery Support Resume

When listing skills on your delivery support 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 delivery support skills:

  • Analytical and possess good troubleshooting skills
  • Have analytical and problem solving skills to determine appropriate steps for
  • Proven experience in complex operational, engineering, or business technology projects
  • Time management skills with the ability to manage competing demands
  • Microsoft Skype or Teams support skills
  • Demonstrate excellent teamwork by providing assistance to other DSS to balance workload

List of Typical Experience For a Delivery Support Resume


Experience For Service Delivery Support Engineer Resume

  • Communication; written and verbal skills are essential
  • Relevant years of experience related Infrastructure Project Management experience required
  • Wide and deep experience of defining and implementing PMO processes
  • Experience with CRM, desktop productivity, automation, monitoring, Business Intelligence and collaboration tools
  • Work with Customer Experience team to quickly and efficiently move signed contracts from customer to Contract Specialists for verification
  • Strong attention to detail and ability to get it right first time
  • Good knowledge of typical IT project delivery lifecycle
  • Experience in the same or similar field
  • Experience in Business, Retail or IT environment

Experience For Delivery Support Specialist Resume

  • Pecific experience relevant to stream
  • Work experience as a Senior Support Engineer within the Technology Industry
  • Ideally 7 to 9 years’ experience in IT support functions
  • Work experience
  • Experience required in network administration as a Senior Support Engineer within a medium to large ICT organisation
  • Experience with troubleshooting and providing remote support
  • Understanding of Project Management principles and methods
  • Printing shipping labels within 24 hours
  • Support the implementation of standards, methodologies and processes through training and coaching of project managers, sponsors, and project team members

Experience For IT Services Onsite Delivery & Support Technician Resume

  • Significant walking within the facility
  • Organized, proactiveand never give up attitude when solving problems
  • Capable of working under pressureand deliver in the agreed deadlines
  • Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc
  • Host a presentation to all customers taking delivery of their new Tesla
  • Complete paperwork with customers including finance contracts
  • Responsible for maintaining standards within the delivery bay
  • Foster the feeling of community amongst our owners

Experience For Service Delivery Support Specialist Resume

  • Fully competent in MS Office tool set, including MS Project
  • Manage workload and meet deadlines, balancing multiple demands
  • Change Management, Escalation Handling, and Vendor management
  • In depth understanding of Microsoft Technologies
  • Attain and maintain individual and corporate accreditations and training
  • Maintain personal administration using internal business systems
  • Liaise with heads of department to ensure that they are operating within the parameters of their headcount and budget

Experience For Senior Delivery Support Specialist Resume

  • Flag issues with supplier invoices (including any expense claims) to ensure that all charges are in line with the work agreed and delivered to Barclays
  • Lead project health check teams to assess projects around the globe while developing the organisation’s capability
  • Sign up in Yammer and use it as a platform for sharing success stories and knowledge
  • Actively take up leading at least 1 mini project within FY18/FY19
  • Complete all mandatory trainings according to schedule
  • Participate actively in Trainings/Testing/Surveys/Functional Meetings (e.g. VOW, Productivity survey, UAT etc
  • + Monitors IPCC queues and ensuring that each call receives appropriate attention
  • 1yr+ working in a service / technical support environment
  • Provide the customer and account teams with frequent updates and status reports (both written and verbal as required)

Experience For Oracle Accounting Systems Requirements & Delivery Support Manager Resume

  • Escalate as required to ensure customer requirements and due dates are met
  • Work on, around, and under furniture within the office
  • Develop strong relationships with all third party logistic providers, ensuring consistent high performance & customer results are achieved through a ‘can do’ attitude
  • Previous experience within Distribution Center operations
  • 6 – 8 years’ work experience
  • Deploy new machines to end-users by transporting equipment via handcart and personal/company vehicle in which lifting up to 50 lbs. is involved

Experience For Senior Manager, Delivery Support Resume

  • Respond to customer issues based on company SLAs to ensure the timely resolution of customers’ issues
  • Manage area(s), or team(s) of company employees with well- defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility
  • Responsible for printing high volume of documents on daily basis aligned with customer
  • Maintain constant focus on improving the Tesla document and transactional operations
  • 1st and 2nd level problem solving and support, provided in person, over the phone, and over email / IM
  • Documentation of support processes and troubleshooting guides for support staff
  • Actively provide innovative ideas and suggestions for improving various work
  • Work with Contracts team to ensure accuracy of documents printed per type of customer transaction

Experience For Analyst, Information Delivery Support Resume

  • Various platform support (Windows, Mac, iOS, and Android)
  • Ownership of assigned incidents, requests, or activities through to resolution
  • Ensure the Team Lead is actively informed of issues and difficulties in a timely manner
  • Enthusiastic and passionate about the changes in the personal transportation
  • Provide the highest level of customer service to all owners

Experience For Senior Coordinator, Delivery Support Resume

  • Provide additional support to the delivery team
  • Act as a point of knowledge for customers
  • Be able to deal with customer escalations
  • Able to present in front of large groups
  • An ability to work on your feet in a fast paced environment
  • Takes accountability for completion of tasks and resolution of issues
  • Knowledge of MS Project WebServer & SharePoint
  • Senior levels within current role (breadth and depth in technology)
  • MS – Services Engineer (L3)

Experience For Software Delivery Support Resume

  • MS Team Lead (Operations Center)
  • Incident Coordinator (Cross Functional Services)
  • MS – Services Engineer (L2)
  • Senior Service Delivery Service Desk Agent
  • IT Service Continuity and Service Strategy
  • Service Introduction and Decommission

List of Typical Skills For a Delivery Support Resume


Skills For Service Delivery Support Engineer Resume

  • Programming Skills-Python, XML, REST API Programming
  • Understanding and experience with managing virtual machines using VMware or similar tools
  • Understanding of and experience in Cisco Application Networking technologies (WAAS, ACE)
  • Working knowledge of technical documentation and experience in co-ordination with TAC
  • Working knowledge of transportation processes(express) and / or experience in transportation / courier companies would be desirable

Skills For Delivery Support Specialist Resume

  • Identifying errors and weaknesses in processes through prior knowledge of logistics and operations
  • Improving overall customer experience together with the Tilburg Delivery Team
  • Experience training, coaching, mentoring, facilitating, consulting, and knowledge management
  • Experience with scripting (ex: PowerShell, Bash, or Shell scripting)
  • Mentor and share experience with other team members including specific training plan
  • Strong client service orientation and passion for achieving or exceeding expectations
  • Experience of working with clients (small, medium and large) operating in multiple business sectors

Skills For IT Services Onsite Delivery & Support Technician Resume

  • Relevant experience in IT/networking industry providing of hands-on deployment of Microsoft Lync or Skype voice solution
  • Has experience in public speaking or presenting
  • Experience with incident tracking ticket systems (ex: Zendesk, ServiceNow, etc.)
  • Experience supporting printers in a corporate environment
  • Experience in financial or management reporting is preferable
  • Ideally at least 5 years’ experience in a manufacturing environment
  • Experience applying a structured approach for organisational change management
  • Demonstrable experience working at this level in the delivery of projects and /or support
  • Experience of taking responsibility for client incidents and escalations

Skills For Service Delivery Support Specialist Resume

  • Good to have scripting knowledge such as Python, PERL
  • Operate closely with client to determine requirements and resolve problem on standard system & application
  • Operate closely with client to determine requirement & resolve problem on standard system
  • Contacts priority users to let them know of status of response
  • + Contacts priority users to let them know of status of response
  • Operate closely with client to determine requirements and resolve problems on standard systems and application
  • Experienced for the IT Datacenter solution
  • Strong Windows 7 or Windows 10 support and administration
  • Experience with macOS support and administration in a corporate environment

Skills For Senior Delivery Support Specialist Resume

  • Experience with VPN and remote access tools (ex: AnyConnect, Remote Desktop Connection, etc.)
  • Experience with Active Directory (ex: GPO, DNS, DHCP, DFS, etc.)
  • Experience with cloud-based tools (ex: Office 365)
  • Microsoft SharePoint or similar support experience
  • Experience gained within a large corporate organisation
  • Bluecoat certifications (BCCPA/BCCPP) and experience

Skills For Oracle Accounting Systems Requirements & Delivery Support Manager Resume

  • Experience on Palo Alto firewall or study towards Cisco CCIE Security and or CISSP
  • Demonstrate HPEFS values, principles and leadership attributes
  • Strong comprehension of different business processes
  • Good appreciation for Data Governance and/or Governance in general
  • Be detail oriented yet also have excellent ability to identify macro issues
  • Strong conceptual thinker, ability to dissect data and identify areas for improvement
  • Understanding and supporting new technology and systems

Skills For Senior Manager, Delivery Support Resume

  • Recovering/escalating if problems encountered before/after the patch installations
  • Logging, tracking, and escalation of incidents, activities, and requests
  • Engineering diploma or related fields
  • Handling client network incident & service request
  • Handling client network problem & Service request
  • Understanding of Voice over IP technologies and protocols (H.323, MGCP, SIP, SCCP, etc.)
  • Understanding of Event, Incident, Request, Change and Problem Management as per ITIL best practice

Skills For Analyst, Information Delivery Support Resume

  • Scheduling hardware/firmware upgrades and repairs with client
  • Providing Incident Report on unplanned systems / service downtime information
  • Preparing RCA for all business critical incidents and downtime
  • Performing software upgrades/patches
  • Willing to work hard and eager to learn about new technologies
  • Willing to work in extended hours
  • Moving of printers and computers up to 50 lbs

Skills For Senior Coordinator, Delivery Support Resume

  • Performing group handovers to customers
  • Improving daily delivery efficiency
  • Maintaining data spreadsheets
  • Changing Linear Tape-Open of main server (Incremental and Differential Backup)
  • Setting up and handling Local Area Network
  • Troubleshooting network problems
  • Formatting PC and Laptop
  • Sharing tracking numbers with Bioclinica Delivery team

Skills For Software Delivery Support Resume

  • Maintaining an excel sheet for Valeant postal follow-ups for invoicing
  • Scanning return documents from reporters and undeliverable packages to Delivery team
  • Project tracking, meeting co-ordination and stakeholder status reporting
  • Advance working knowledge of Excel including Pivot tables, Slicers, formulae. VBA is an asset
  • Cisco Certified Network Professional - Routing and Switching (CCNP-R/S)
  • Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT)
  • Detail hands-on exposure on Recording solutions like Verba Voice Recording
  • Cisco Certified Network Associate - Routing and Switching (CCNA-R/S)
  • Monitors IPCC queues and ensuring that each call receives appropriate attention

List of Typical Responsibilities For a Delivery Support Resume


Responsibilities For Service Delivery Support Engineer Resume

  • Experienced with infrastructure methodologies, processes, and required artifacts
  • Strong leadership, an ability to lean in, influence and drive change
  • Experience with Project and Portfolio Management software (CA PPM) implementations
  • Demonstrated ability to grasp and apply complex concepts or methods appropriately
  • Strong team player/ team leader
  • In-depth understanding of Microsoft OCS, Microsoft Lync, and Microsoft SfB Voice architecture

Responsibilities For Delivery Support Specialist Resume

  • Able to work independently as well as in a team when delivering projects
  • In-depth knowledge of SIP signaling protocols and integration with Media Gateways like AudioCode/ Avaya
  • Knowledge of CareMonX (CAD) application
  • 1st Line WAN experince
  • Reliable transportation and drivers License is mandatory
  • Locations Relationship: Responsible of relationships with local responsible within Amadeus
  • Demonstrate knowledge of and ability to reduce the impact of related incidents on IT service to ensure standard processes and procedures are adhered to, and to improve IT service operations
  • Contributes to the establishment and use of best practices in IT service change management

Responsibilities For IT Services Onsite Delivery & Support Technician Resume

  • Supplier’s management: manage the delivery of contracted services, monitoring and coordinating the suppliers involved, ensuring supplier meets agreed service levels
  • Operational issues management: In case of any failures in the service delivery, he is the overall responsible for technical incidents resolution, for immediate report of high impact incidents to the business/Service Owner/ Managers
  • Standard offering requests management: Manager, Service Delivery and Support is responsible for managing the standard service requests processing (services included in the Service Catalogue and agreed upon in the Service Level Agreement with business partners)
  • Operations performance management: manages daily monitoring and reports on service performance, including ensuring the collecting of data (process and technical metrics), monitoring and reporting on-going operational performance and discussing the reports with stakeholders
  • Operate and Support processes continuous improvement: proactively identify opportunities for improving the performance of this stage of a service lifecycle, assists process owners with these improvements implementation
  • Change Management operational implementation
  • Manages global initiatives and service offerings in support of an optimal and collaborative PM culture across CSL
  • Increases CSL’s ability to deliver intended value in support of strategic and operational priorities by developing and delivering programs to increase project, program and portfolio management capabilities across multiple portfolios and business units
  • Experience with ITSM systems such as Remedy and/or ServiceNow

Responsibilities For Service Delivery Support Specialist Resume

  • Relevant work experience in the areas of Data Centre and Security - Basic Data Centre knowledge (servers, virtualization, backup services)
  • Experience of a 24x7 support operation
  • Qualified to Cisco CCVP or equivalent experience
  • Experience in Cisco CUCM versions v 4 and above
  • Mindestens 4 Jahre relevante Berufserfahrung im Betrieb von LAN / WLAN-und Security Infrastrukturen basierend auf Produkte der Hersteller Cisco.
  • Provide support to the spin off process and the L3 GNS Team
  • Work with other Operations teams (server, storage, backup, network, etc) to determine ways to support the spin off process
  • IT background in either Desktop, Server, SQL or Unified Communicaitons

Responsibilities For Senior Delivery Support Specialist Resume

  • Provide technical support both remote and onsite vendor to Dimension Data Cisco UC client base
  • Provide professional representation of Dimension Data when on client premises
  • Provide 3 tier vendor technical support on a 24x7 Rota to the Dimension Data client base
  • Provide escalation management into the vendor and manage incidents in a timely manner
  • Provide technical documentation of client infrastructures to a high level of detail and accuracy
  • Awareness of health and safety at all times

Responsibilities For Oracle Accounting Systems Requirements & Delivery Support Manager Resume

  • Virtual deployments and UCS exposure
  • The position is based in the Laureate Amsterdam office
  • Work in a team environment, manage multiple clients, and provide cons
  • Expert knowledge on management agent concepts, redundancy concepts and remote console architecture within the supported technical domain (i.e. Network, Storage, Security etc)
  • Responds to client calls for onsite support for installations removals, upgrades, modifications, troubleshooting, and security to resolve equipment problems
  • Responsible in maintaining the computers in different departments, End users Win XP, Windows 7, Windows 8, Microsoft server 2008, Microsoft Office
  • Connect End User to printer using network

Responsibilities For Senior Manager, Delivery Support Resume

  • Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc)
  • Perform Level 2 support to clients for a broad range of network systems and applications and act as subject-matter expert on his particular technology assignment
  • Provide storage implementation services
  • Perform and implement technical judgments, advice and recommendations from line manager to improve the client equipment environment and to correct a current issue or to prevent future incidents
  • Ensures proper recording and documentation and adheres to the Managed Services policies and procedures
  • Ensures that all Service Level Agreements are met and maintain the highest level of client satisfaction
  • Leads and coach junior engineers on relevant technical matters
  • Maintain Pc’s and other pc hardware
  • Maintain network connection of workstation to server

Responsibilities For Analyst, Information Delivery Support Resume

  • Assembly and Dis-assembly of hardware/computers
  • Repair and Troubleshoot computers, printers, laptos and other office hardware
  • Adept in different technology, especially Microsoft. Namely, Cloud technology, Excel, PowerPoint, Visio, SharePoint, etc
  • Knowledge in Visual Studio would be an asset
  • Understand and articulate business needs quickly and clearly

Responsibilities For Senior Coordinator, Delivery Support Resume

  • Passionate about data; able to work with and analyze large data sets
  • Results-oriented and can manage work independently
  • Quickly assimilate and understand a constant stream of new information and the ability to communicate these concepts in a concise and straightforward manner
  • Practical or theoretical knowledge of current and/or past trends or situations and ability to leverage that experience/knowledge to address h the current issues
  • Analyze Market Research and Data Collected by the Bank’s Client Relationship Management software (Salesforce, PISCO and CPM) by

Responsibilities For Software Delivery Support Resume

  • Interact with stakeholders across country teams from Heads of IT to helpdesk technicians
  • Regularly report progress both formally and internal to the team
  • Familiar with the full portfolio of offerings, with detailed knowledge of services which are delivered out of their organization
  • Knowledge of teh company's financial management processes
  • Improve project, program, and portfolio management capabilities across our global business
  • Interface and collaborate with business units and project teams globally
  • Understand and support the HPEFS FY18 Strategic Business Initiatives (Segmentation, Innovation, HPI Partnership)

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