vincent desantis

About

Experienced Information Technology Service Delivery Manager. Detail oriented, customer focused, and results driven professional with a proven track record of success in the areas of: * Customer Service Support * Incident / Escalation Management * Account Management * Service Delivery and Management * Process Improvement * Data Analysis Experienced and Knowledgeable in the areas of: * Contractual agreements, processes and deliverables * Operational Level Agreements * Service Level Agreements * Key Performance Indicators I am a results-oriented professional with proven ability to: * Manage client relationships * Deliver and improve the service experience within a client base I am a recognized high performer with outstanding communication skills proven to strengthen the overall customer relationship. I enjoy talking to, meeting, listening and understanding the customer to set expectations and deliver. On time deliverables are the key to success. Lean Six Sigma Yellow Belt certified.

Country

united states

City

philadelphia

Industry

information technology and services

Skill

it service management, it management, management, service delivery, it operations, vendor management, process improvement, project management, service management, troubleshooting, servers, windows server, team leadership, change management, integration, software documentation, information technology, itil, tcp/ip, account management, customer support, it strategy, leadership, business process improvement, business analysis, customer satisfaction, customer service, microsoft office, microsoft excel, microsoft word, microsoft outlook, microsoft access, visio, customer relationship management, cross functional team leadership, service level agreements, service delivery management, technical service delivery, customer focused service, customer acquisition, customer engagement, customer analysis, strategic planning, business strategy, business to business, business development, powerpoint, team building, operations management, lean six sigma

Experience

project manager

smd general contracting

2015-12 - 2016-12 · 1 yr 1 mo

* Attend on-site walk through during bid and estimate processes * Daily face to face customer interactions * Review the project layouts with the customers * Set and deliver proper expectations * Assisted with demolition and removal of debris * Assisted building of new construction

manager of electrical department

true value hardware

1995-9 - 2001-1 · 5 yrs 5 mos

Maintain computer systems and printers. Managed the electrical department; tracked and managed inventory, ordered supplies, operated as cashier, maintained stock room freight and handled retail sales.

project management support specialist

zerochaos

2017-1 - 2018-4 · 1 yr 4 mos

* Under contract with Atos IT Solutions and Services supporting Siemens Healthcare account for North America * VIP Non-Commodity Service (NCS) owner. Designed report to track and measure deliverables. * Project oversights to ensure deliverables are met. Weekly reporting and customer progress meetings. * Manage deliverables to meet and exceed Service Level Agreements (SLA) and Key Performance Indicators (KPI) * Extensive report building and analytical toolset usage to deliver metrics on projects. * Continuous Service Improvement (CSI) strategies to improve customer service lines and set expectations. * Single Point of Contact (SPOC) for all incidents, service requests and escalations. * Client and Account manager. Establish, build and grow customer relationships. * Windows 10 and Tablet deployment project assistant.

site lead and field service engineer

atos

2011-7 - 2012-5 · 11 mos

* 2011 Acquisition of Siemens IT Solutions and Services-PHL location) * Managed team of networking engineers * Provided hardware, software and network support for international airlines *  * Maintained LAN/WAN network *  * Provided on and off site customer support *  * Performed installations, completed software and hardware upgrades *  * Repaired/upgraded printers, PCs and monitors, ordered equipment as necessary, designed * and installed CAT 5 networking cables * Conducted weekly team meetings and conference calls to review and set teams monthly shift schedule * Scheduled daily in person customer meetings to review outstanding issues * Prepared and executed daily, weekly and monthly reports for management *  * Reports included: Call logs, overtime, preventive maintenance, defective equipment, airport * authorized employee access, US Customs and Border Patrol authorized employee access

site lead and field service engineer

siemens information systems ltd

2008-1 - 2011-7 · 3 yrs 7 mos

* Managed team of networking engineers * Provided hardware, software and network support for international airlines *  * Maintained LAN/WAN network *  * Provided on and off site customer support *  * Performed installations, completed software and hardware upgrades *  * Repaired/upgraded printers, PCs and monitors, ordered equipment as necessary, designed * and installed CAT 5 networking cables * Conducted weekly team meetings and conference calls to review and set teams monthly shift schedule * Scheduled daily in person customer meetings to review outstanding issues * Prepared and executed daily, weekly and monthly reports for management *  * Reports included: Call logs, overtime, preventive maintenance, defective equipment, airport * authorized employee access, US Customs and Border Patrol authorized employee access

site lead and field service engineer and lan administrator

orange business services

1999-12 - 2008-2 · 8 yrs 3 mos

* Provided on-site support for all hardware, software and networking devices *  * Maintained the LAN/WAN network *  * Performed installations, completed software and hardware upgrades *  * Repaired/upgraded printers, PCs and monitors, ordered equipment as necessary, designed and installed CAT 5 networking cables * Executed monthly software updates * Ordered equipment as necessary * Designed and installed CAT 5 networking cables * Created monthly data reports