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Yyyyyy x. yyyyyy

2809 Gresham Way, #0000 xxxxxx xxxx , xxxx , xxxxx 00000 ● (xxx-xxx-xxxx ●


Infrastructure Service Delivery Manager / Project Manager

Network Services ~ Data Center Services ~ Security Services ~ ITIL & PMI Standards

Collaboration ~ Workplace Services ~ Service Management ~ Project Lifecycle Management



         Offer more than 15 years of IT experience encompassing project leadership, infrastructure service delivery management, technical support services oversight, stakeholder management, and risk mitigation.

         Directed client services involving multiple projects with superior governance over implementation, training, and standard operating procedures (SOP) development.

         Adept at developing and supervising top-performing technical staff in multi-site organizations comprised of 7x24 service desk employees and field technicians.

         Excel throughout the complete spectrum of project life cycle management including clarifying requirements, project planning, scheduling, cost control, documentation, team-building, progress reporting, and budget-compliant execution.

         Significant skills in IT vendor relationship management with an emphasis on quality and reliability.

         Possess outstanding problem solving abilities; detect and swiftly resolve gridlocks that impede optimum service delivery.

         Able to transparently collaborate with all levels of management, peers, clients and technical specialists to expedite project success and operational continuity throughout enterprise environment.

         Skilled at applying disaster recovery strategies and contingency plans to safeguard vital business information.


Professional Experience


Integrated Support Strategies, Bala Cynwyd, PA, 2012 to Present

Infrastructure Project Manager / Senior Service Delivery Manager Baltimore City Public Schools

         Spearhead full-scope project management encompassing scheduling, budgeting, issue tracking, resource management, documentation, QA, sprint planning meetings, release planning, and SLA compliance.

         Apply dynamic leadership talents toward directing 35 employees in delivering matchless technical support.

         Administer performance appraisals and work with staff to generate career development plans.

         Strategically merge customer and user needs with business requirements, budgetary restrictions and logistical considerations to consistently meet project deliverables.

         Effectively articulate project goals and scope to team members, translate business needs into technical terms, formulate work breakdown structures (WBS), and successfully instill shared accountability for achieving project milestones and an outstanding company reputation.

         Prepare comprehensive cost-benefit analyses and ROI assessments which play a major role in decision-making for proposed IT implementation projects.

         Foster, nurture and maintain cooperative relationships with key client stakeholders to maximize satisfaction, retention, and business/account growth.

         Championed infrastructure portfolio featuring 26 projects for FY14 FY15.

         Equipped Baltimore City Schools with enterprise-wide IT solutions and support spanning 204 locations and 80,000 students.


ITT Technical Institute, Owings Mills, MD, 2013 to Present

Adjunct Faculty Member

         Deliver curriculum in IT, Project Management and Business Administration for Bachelor of Science programs.


Continued ►



Yyyyyy x. yyyyyy Page 2 of 2


Professional Experience continued


CARMA International, LLC, Washington, DC, 2011 to 2012

Technical Adult Training Service Delivery Manager

         Collaboratively defined and prioritized clients training needs to provide sufficient technical information and deliver high-quality media analysis services.

         Structured feasible and cost-effective project plan for training, documentation and other aids to meet client experience needs.


Capgemini Government Solutions, LLC, Herndon, VA, 2010 to 2011

Consultant / Manager, Army Lean Six Sigma Service Delivery Support

         Trained, coached, evaluated and mentored support team members, efficiently delegated workload, and held accountability for expeditiously resolving critical system issues as needed.

         Proficiently served as SME of PowerSteering cloud-based project portfolio management software and as escalation POC (point of contact) for external and internal clients.

         Closely monitored vendor performance and enforced stringent compliance with contractual commitments.

         Identified and addressed staff performance issues, made recommendations for personnel actions when applicable, and continuously cultivated a unified workplace climate to ensure attainment of project milestones and customer expectations.


American Red Cross, Baltimore, MD, 2007 to 2010

Service Delivery Manager

         Aligned, mobilized, developed and supervised performance of level I and II service support personnel to achieve or surpass established service levels and high customer expectations.

         As escalation point for 100% of requests and incidents, performed root cause analysis and orchestrated prompt resolution for technical issues.

         Instrumental in maintaining QA targets by reporting KPIs and trends to IT department and relevant management personnel.


Prior Experience:


Systems Administrator, Sinai Hospital, 2005 to 2007

Technical Support Specialist, Patuxent Publishing, 2005 to 2007

Education & Certifications


MBA (in progress), University of Baltimore / Towson University, 2016


M.A., Organizational Management (Project Management), Ashford University, 2012


B.S., Health Administration / Health Information Systems, University of Phoenix, 2010


PMP Certification, 2015 ITIL Certification, 2015




Microsoft Project, Microsoft Office Suite 2013, Visio, OneNote, SharePoint, Windows & Macintosh platforms, Windows 2000/2003 servers, Active Directory, LAN/WAN administration, DNS, DHCP, WINS, HEAT, CRM systems

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