Timothy Gideons

Internal Senior Service Delivery Manager

Revamped fragmented IT delivery processes by standardizing workflows and enforcing ISO 27001 compliance, improving service consistency and reducing client escalations by 35% within the first 6 months. Developed and executed IT strategy aligning with organizational objectives at CM Project Management. Led and mentored the IT team, fostering skill development and high performance. Oversee the design and maintenance of IT systems, ensuring cybersecurity resilience and data protection. Managed IT budgets and vendor relationships to optimize technology procurement. Led onboarding and transition for 5+ new enterprise clients, managing contract negotiation and SLA definition to ensure 100% compliance and generate $500K+ in new annual revenue. Streamlined cross-functional project delivery by aligning engineering, infrastructure, and support teams, which shortened implementation cycles by 22% and increased internal productivity scores. Designed and executed client training programs that increased solution adoption and reduced post-deployment support tickets by 40%, enhancing user satisfaction and retention.

Faced regional IT fragmentation across the Middle East and Africa; established a unified infrastructure strategy aligned with global standards, increasing system availability to 99.9% across 12+ countries. Managed $1.2M+ in regional CAPEX/OPEX budgets, renegotiated vendor contracts, and optimized procurement cycles—reducing IT operating costs by 18% YoY while maintaining service excellence. Launched secure, compliant infrastructure upgrades to meet ISO 27001 standards in high-risk markets, enhancing audit readiness and reducing compliance gaps to near zero. Mentored and upskilled a distributed team of 8 IT administrators, implementing structured performance reviews and learning tracks that improved SLA resolution times by 40%. Deployed performance monitoring and reporting frameworks that provided real-time visibility into uptime, latency, and security, enabling proactive incident response and faster decision-making.

Inherited legacy systems prone to downtime; led a 3-year modernization effort including cloud migration and network upgrades, increasing infrastructure reliability by 35% and reducing outages by 60%. Planned and deployed full IT infrastructure for 15+ new offices across the region, ensuring on-time delivery and seamless integration with global systems—supporting over 1,500 end users. Reduced annual IT spend by 22% through consolidated vendor management, renegotiated SLAs, and strategic hardware refresh planning while improving user satisfaction scores. Created a centralized asset management system and aligned support workflows with ITIL best practices, achieving 95% SLA adherence and improving helpdesk efficiency. Established an incident response playbook and trained cross-regional support teams, cutting average resolution times from 48 to 28 hours across Tier 1 and Tier 2 tickets.

Strengthened IT infrastructure reliability by implementing and maintaining Secure Operating Environments (SOEs) and Process Control Automation systems, reducing system downtime by 40% across core banking functions. Configured and optimized Exchange, SQL, and file servers to support secure, high-volume banking transactions, achieving 99.8% system uptime and enhanced data retrieval speeds. Administered Active Directory environments and enforced Group Policy controls, improving authentication security and reducing unauthorized access incidents by 35%. Engineered virtual testing environments to simulate upgrades and patch deployments, minimizing post-rollout disruptions and cutting deployment time by 30%. Developed comprehensive workflow documentation for IT troubleshooting and operations, which improved first-call resolution rates and reduced onboarding time for new engineers by 25%.

Provided frontline technical support for over 500 end users, resolving software, hardware, and connectivity issues with a first-call resolution rate of 85%, significantly reducing downtime for customer-facing teams. Streamlined ticket escalation processes by introducing tiered support protocols and documentation, cutting average resolution times by 30% and improving SLA adherence. Supported the rollout of new internal systems across departments, ensuring seamless user transition through step-by-step training sessions and real-time troubleshooting.

Overhauled underperforming IT infrastructure by implementing standardized server environments and user access protocols, improving system uptime to 99.5% across logistics operations. Managed Active Directory and user access for 150+ employees, ensuring secure provisioning and de-provisioning aligned with compliance requirements. Automated backup processes and reduced data recovery times by 50%, safeguarding critical logistics and shipment data.

Maintained and supported gateway infrastructure for high-availability operations across fuel distribution systems, contributing to 24/7 service continuity. Diagnosed and resolved critical network issues that affected data flow between regional hubs, reducing data latency by 40% and improving operational efficiency. Collaborated with cross-functional engineering teams to implement firmware updates and hardware optimizations, extending equipment lifecycle by 18 months on average.

Bridged data silos across business units by leading a cross-functional project on enterprise analytics, developing a unified reporting model that improved decision-making speed by 40%. Applied machine learning models to real-world IT operations datasets, identifying trends in infrastructure failure and creating predictive insights that could reduce downtime by 20%. Designed executive-level dashboards using Power BI and SQL, enabling stakeholders to track KPIs such as SLA compliance, ticket volumes, and cost efficiency in real time. Optimized IT cost forecasting models by incorporating OPEX and CAPEX analytics, improving budget accuracy by 30% in simulated financial planning exercises. Collaborated with peers across industries to benchmark digital transformation strategies, identifying scalable frameworks for IT governance, automation, and innovation adoption.