Service Delivery Representative Resume Sample
Adolphus Wolff
9130 Stiedemann Corner,
Philadelphia,
PA
+1 (555) 115 2763
Work Experience
Specialist Service Delivery Representative
07/2016
-
PRESENT
Detroit, MI
- Cert: IAT II:GSEC, Security+, SSCP
- Work with other team members, vendors and support to ensure that Data Center Operations incidents are resolved quickly in order to minimize service disruption. These activities interface with the organization’s problem and change management processes
- Track record of success in consulting, solutions design and troubleshooting in NAS environments
- Take charge of Data Warehouse project delivery, including customer’s business analysis, solution design, and onsite delivery
- Conducts order entry and coordinates routine day-to-day orders for delivery of network services from order entry through billing
- Serves as the central point of coordination of customer orders ranging from routine to moderately complex and have well established methods of completion
- Liaise with the Client Director and Customer to ensure timely delivery of solutions and services as required to fulfil HDS’ obligations under any prevailing purchase orders or other contractual commitments
- Maintain vendor relationships for all products deployed within the infrastructure (e.g. servers, disk, fabric, software) - also act as point of contact for Vendor Service Management
ITO Service Delivery Representative
08/2013
-
06/2016
San Francisco, CA
- Responsibility for change control and governance in conjunction with HDS’ standard methodology and Customer procedures
- Review, Assign, Resolve, Log comments and Close tickets in standard Tools like HP Service Manager,
- Support the resolution of both complex solution-oriented incidents and product faults
- Liaise directly with the customer’s incident manager and ensure effective engagement with the customer’s incident management process
- Follow up reports and RCAs for all business impacting events
- Diagnose, troubleshoot, and resolve a variety of complex desktop and printer issues by working directly with the end users by phone and email
- Taking ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; Escalating incidents to other support teams where necessary
- Working with third party vendors to open and track trouble tickets
- Working with field support technicians, system administrators, and enterprise computing team leads when required
Strategist MCS Service Delivery Representative
12/2006
-
04/2013
Detroit, MI
- Accurately record, update and document requests using the CA Unicenter Service Desk ticketing software
- Participate in the configuration and deployment of Windows Servers, Active Directory, virus protection and deployment/patching tools in client’s environment
- Participate in the design and planning of new and existing server and deployment tool enhancements
- Create server and desktop documentation, procedures, and Visio diagrams
- Have ability to design the whole solution, not only data placement on storage base, but also ally with Hitachi Vantara solution, such as DR deployment and rehearsal, performance tuning linked with OS and Database
- Pre-Sales Support on Hitachi Vantara GSS Solutions
- Enter data by inputting alphabetic and numeric information on keyboard according to screen format
- Follow established processes and procedures and report needed changes
- Review, correct, delete, or re-enter data as necessary
Education
Strayer University - Virginia Beach Campus
2000 - 2005
Bachelor's Degree in Business
Professional Skills
- Able to demonstrate skills and experience in the following areas
- Excellent verbal, reading comprehension and writing skills in English (fluent French and English in Montreal)
- Project management foundations skills
- Oracle Contract Management skills
- Relevant work experience (include 5+ years storage/system vendor experience) on server and storage
- Communication, organization and follow-through skills
- Experience working with major accounts coordinating teams and managing projects or services
How to write Service Delivery Representative Resume
Service Delivery Representative role is responsible for basic, software, events, insurance, design, security, database, organization, oracle, french.
To write great resume for service delivery representative job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Delivery Representative Resume
The section contact information is important in your service delivery representative 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 Representative Resume
The section work experience is an essential part of your service delivery representative 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 representative 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 representative position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Delivery Representative resume experience can include:
- Practical ‘hands on’ experience of the delivery of services, knowledge of the techniques, sensitivities, and issues that arise
- Strong business acumen to understand the customer’s business objectives
- Experience with Windows 7/10 and Active Directory 2008/2012
- Experience with major hardware/software or solutions company
- Wide experience of the IT industry
- One year data-entry or secretarial experience
Education on a Service Delivery Representative Resume
Make sure to make education a priority on your service delivery representative 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 representative 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 Representative Resume
When listing skills on your service delivery representative 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 representative skills:
- Responds effectively both verbally and in writing to inquiries related to maintenance
- Working experience in related fields
- Valid Drivers License with clean driving record required
- Experience with Cisco maintenance
- Validates contractual and other key customer information
- At least five years’ experience within Hitachi, a similar competitor organisation, end user or IT consultancy services provider
List of Typical Experience For a Service Delivery Representative Resume
1
Experience For ITO Service Delivery Representative Resume
- Manage incoming requests from Senior Service Delivery Representative and work with customers to take appropriate action to ensure requests are fulfilled. This includes handling requests or working with other stakeholders (ex. ETC, OS, Claims) to complete tasks. Work with Senior Service Delivery Representatives and Supervisor to escalate as required
- Communicate, monitor and advise customers on problems areas, service exceptions, special requests and update necessary logs, forms or systems, as required
- Assist the customer in specific activities, such as diversions, transloads, waybilling issues, inbound load rejects, imbalanced/overload cars, bad order cars, holiday schedules, etc
- As required, monitor fleet location, traffic status, updating work orders as needed, identifying exceptions and shortfalls
- Run various systems inquiries (ex. SRS, Business Objects, CSI) obtaining status on shipments and empty equipment. Compile and analyse data
List of Typical Skills For a Service Delivery Representative Resume
1
Skills For ITO Service Delivery Representative Resume
- Successfully manage and prioritize multiple concurrent projects
- Representing HDS at Project Steering Committee meetings
- Troubleshooting and quickly reacting to resolve outages
- Understanding of CPE (Customer Premises Equipment)
- Making sure Contract Governance is realised
- Acting as customer escalation point for issues that fall outside the core HDS Support process or that are triggered as an escalation
- Formulating a service strategy within an Account
2
Skills For Specialist Service Delivery Representative Resume
- Identify opportunities for improving Customer care, whether internal or external to HDS, and initiates actions using the appropriate improvement process
- Track record of success in consulting, solutions design and troubleshooting in UCP (or other vendor’s unified platforms) and server environments
- Produce monthly renewal reports using Excel
- Operational Reporting (Service Requests, Escalations, SLAs, etc)
- Identify business opportunities and increase the selling of Professional Services at customer
3
Skills For Strategist MCS Service Delivery Representative Resume
- Collaborate in GSS organization to develop documentation, procedures and new services offering
- Work with mixed cross functional teams like Networking, Unix and Wintel to support Problem identification
- Communicate with customers regarding issues, service exceptions and special requests. Update various logs, forms or systems as required
- Communicate well (orally and in writing) and work with client’s personnel and vendors
- Responds to internal inquiries for order status
- Keys order into company systems and vendor/partner order entry systems
- Obtain a Government Secret Security Clearance is required
4
Skills For Master Service Delivery Representative Resume
- Creation of HDS Services Account Support Plan (SASP)
- Account Playbook: create and update in collaboration with the HDS Account team
- Projects and services management
- Management and compliance of SLA
- Work closely with the Customer Support department in activities related to incidents and problems, especially in customer communication
- Responsible for the execution in time and form of different activities
5
Skills For IT Service Delivery Representative Resume
- Review, management, control and report of activities status
- To ensure all customer requests for information or problems are progressed within HDS to achieve a speedy resolution
- To ensure all billable activities are handled in a professional manner. This work to include the provision of a statement of work, delivery of the project and maintenance of any financial records required
- Keep the customer informed of product and services developments from HDS or its partners
- Technical aptitude to enable information about Hitachi products and services to be absorbed and applied to solve business problems
6
Skills For Cib-operation Service Delivery Representative Resume
- Personable – be able represent Hitachi positively to customers
- Extensive knowledge of the majority of HDS products
- Manage critical situations
- Follow established and processes procedures
- Performs pick-up of test samples and supply request forms and/or delivers supplies
- Performs pick-up of test samples, supply request forms, and/or delivers supplies
7
Skills For Service Delivery Representative Resume
- Regularly identify and document specimens, both manually and electronically
- Track, handle, and process specimen samples
- Experience writing code using languages such as (and not limited to) COBOL, PL/1, Java, C, C++, C#, VB.Net. Basic Understanding of RDBMS databases such SQL Server and Oracle. Basic understanding of testing tools and unit test scripting. Experience using (or an understanding of the use of) an Integrated Development Environment (e.g., Eclipse, Visual Studio)
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