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Yyyyyy x. yyyyyy

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Career Profile


Key Contributor & Effective Leader supporting technical operations in fast-paced and high-stress environments within a variety of industries. Experienced in managing cross-functional teams, monitoring service delivery metrics, implementing strategies, and ensuring compliance with service level agreements. Equipped with a keen ability to leverage skills in project management to introduce new tools for cost/time savings and efficiency improvements.


Key Competencies


Technical Operations Management Unified Messaging Service Infrastructure Resource Planning/Allocation

Staff Management/Development Service Design/Optimization Vendor Management Contract Negotiation

Streamlining Operations Regulatory & Data Security Compliance Strategy Development Training/Coaching

Change Management Non-Commodity Revenue Opportunities Virtual Team Management


Professional Synopsis

CVS Health 2016-Present

Sr. Service Manager, Messaging & Collaboration

  Directly manage day to day technical operations within a fast-paced environment with a concentration on increasing productivity and efficiency levels

  Supervise a team of approximately 13 individuals which requires providing individualized coaching and feedback in addition to handling complex employee relations issues

  Instrumental in the successful management of 2 large-scale acquisitions which required overseeing employee migration onto internal communication systems

  Design and implement innovative processes aimed at improving efficiency, coordinate logistics within a 24/7 datacenter, and maintain a significant knowledge of internal communication/messaging tools


Atos/Siemens 2010-2016

Global Service Manager (2014-2016)

  Facilitated technical operations within a successful managed services company which included creating streamlined delivery models and monitoring overall service levels

  Played a lead role in a large scale project aimed at modernizing 2 data centers which impacted approximately 4,000 users throughout 70 international locations

  Performed detailed market research to identify industry best practices, created detailed labor models, and acted as a liaison between both internal and external teams throughout over 40 countries


Delivery Service Manager (2012-2014)

  Directed delivery service operations within the organization which included designing infrastructure tools, ensuring compliance with ITIL standards, and maintaining process documentation

  Worked closely with a UK team on the completion of a lean audit project, identified potential service improvements, and monitored team staffing to ensure compliance with service level agreements


Tower Service Manager (2010-2012)

  Managed logistics related to service delivery which included supervising cross-functional teams, identifying potential service delivery risks, and implementing appropriate solutions

  Tasked with overseeing a 24/7 data center, user support operations, technology planning, project management, resource management, and enterprise architecture

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Professional Synopsis Continued:

Hewlett Packard 2004-2010

Senior Active Directory Consultant (2009-2010)

  Recognized as a subject matter expert in Active Directory due to exceptional technical acumen along with being selected to join a global security team

  Successfully obtained thousands of dollars in new revenue for software, hardware, and server requirements along with consistently demonstrating superior leadership abilities


Senior Messaging Consultant (2004-2009)

  Handled Level 3 Technical support for several key managed service accounts which consisted of over 45,000 mailboxes and required completing pre-sales engineering, designing appropriate technical solutions, and ensuring compliance with service level agreements

  Led the creation and delivery of messaging infrastructure for Cadbury within 30 days of the contract signing along with achieving approximately 20% infrastructure cost savings for the client



Certifications & Training



ITIL Certification, MCSE (In Progress)


Professional Training Includes, Advanced Leaders Course, Control/Supervise Aircraft Communication System Design, Integrated Electronic Systems, Intelligence Analysis, Logistics Support, Message Processing Procedures, Message Traffic Analysis, Operational System Testing/Evaluation, Process Analysis and Improvement, Project/Program Management, Risk Management, Technical Writing, Visual Information Design, Integrated Electronic Systems, Customer Support/Service, Contract Administration, Counseling, and Human Resources Processes






















Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~






Hiring Agent Name


Company Name


City/State/Zip Code




I am currently seeking a challenging new career opportunity as (JOB TITLE) and am submitting my resume for your review. In advance, thank you for your time and consideration.


As demonstrated in the accompanying resume, my professional qualifications include a strong background in technical operations management roles with experience in implementing innovative operational procedures, monitoring service level agreements, and supervising cross-functional teams. In addition, I have strong experience in successfully managing complex projects such as system migrations and company acquisitions.


To complement my professional experience, I also possess stellar interpersonal and communication skills with a demonstrated background in reducing overhead costs, increasing internal revenue, and improving client satisfaction through exceptional managerial abilities.


As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.






Yyyyyy x. yyyyyy



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