Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

ALEXANDER KOTUN

Houston,TX

Summary

Knowledgeable IT Service Delivery Manager with robust background in managing service delivery operations. Proven track record in enhancing service efficiency and driving team productivity through strategic planning. Demonstrated ability in stakeholder management and process improvement. Allow me to utilize my field experience, on the job experience and education to become an asset to your company. I can guarantee you 100% return on your investment in me.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior IT Service Delivery Manager

Randstad Digital
03.2023 - Current
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Developed training programs to enhance employee skills and boost overall productivity levels.
  • Planned and managed project lifecycles, from conception through final completion.
  • Managed Service Desk and Local Support team of 45+
  • Fostered a culture of accountability among team members by setting clear expectations around performance targets tied to SLA goals.
  • Exceeded SLA standards for response times and problem resolution.

IT Service Delivery Manager

Air Liquide America
12.2020 - 03.2023
  • Met with business leaders to better understand IT issues that negatively impacted businesses.
  • Managed third-party contracts to drive delivery of required services.
  • Worked with high-profile customer to select third-party vendor for IT infrastructures.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Configured and installed wireless controllers, routers and switches.
  • Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Discussed project progress with customers, collected feedback on different stages and directly addressed concerns.
  • Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
  • Liaised with component vendors to properly operate and maintain telecommunications equipment.
  • Participated in network infrastructure design, incorporating components such as servers, routers and access points.

Technical Operations Manager

Vetcore Technology
09.2019 - 11.2020
  • Network Design Consulting
  • Wireless Surveys
  • Manage Field Engineers
  • Coordinated visits and provided briefs to especially important personnel (VIPs) improving knowledge and awareness of operational activities, programs, and offerings.
  • Maximized productivity and management systems by establishing specific goals and managing operations.
  • Maintained documentation for all telecommunication systems, including equipment inventory and floor plans.
  • Researched and recommended network and data communications hardware and software.
  • Designed, installed, and maintained organization's telephony network.
  • Monitored overall network performance.
  • Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
  • Built relationships with customers and managed accounts to drive revenue and profit.

Technical Project Manager

OneSource Building Technologies
12.2014 - 09.2019
  • Worked with AT&T, CenturyLink, Global Gig, NCR and Windstream for wireless surveys.
  • Implementation and post validation.
  • Airmagnet and Ekahau pro survey tools.
  • Conducted Passive, Predictive and Post Validation Surveys.
  • Used Ruckus, Meraki, and Motorola AP's for wireless surveys.
  • Provided technical support and assistance to other company technical teams as required.
  • Managed firewall, network monitoring and server monitoring both on- and off-site.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
  • Provided network support and performed troubleshooting to resolve various WAN/LAN connectivity issues.
  • Planned, implemented, and maintained wireless network strategy and operation.

Logistics Supervisor

Global Ground Transport
03.2013 - 10.2014
  • Improved efficiency by 100% through employee management, workflow evaluations and monitoring procedures.
  • Collaborated with other supervisors to maintain smooth inter-departmental communication and operations.
  • Trained, scheduled, and evaluated employees.
  • Directed activities related to dispatching, routing, and tracking fleet vehicles.
  • Prepared daily delivery and work schedules to maximize coverage.

Learning and Development Consultant

Xerox Corporation
10.2010 - 02.2013
  • Researched required information using available sources and offered alternative solutions where appropriate.
  • Diagnosed and resolved technical software and hardware issues by evaluating and analyzing symptoms.
  • Interacted with customers daily to provide and process information in response to concerns, requests, and inquiries about products and services.
  • Organized and created shooting schedules for graphic design team, supervising the progress of projects from production to postproduction.
  • Trained junior members of IT team regarding network security and troubleshooting of data circuits.
  • Improved efficiency by 100% through employee management, workflow evaluations and monitoring procedures.

Education

Bachelor of Science - MIS

DeVry University
Villa Park, IL
12-2026

Skills

  • Client relationship management
  • Operations support
  • Client needs assessments
  • Active listening and communication
  • Network architecture understanding
  • Root Cause Analysis
  • Infrastructure solutions
  • LAN switching technologies
  • Network Troubleshooting
  • Project Management
  • Advanced problem solving
  • Hardware and Software Installation
  • Leadership
  • Critical thinking
  • Microsoft Office
  • Verbal and written communication
  • Data analytics
  • Incident investigation
  • Customer satisfaction

Certification

Fiber Optic Association Certification

Languages

Spanish
Limited Working

Timeline

Senior IT Service Delivery Manager

Randstad Digital
03.2023 - Current

IT Service Delivery Manager

Air Liquide America
12.2020 - 03.2023

Technical Operations Manager

Vetcore Technology
09.2019 - 11.2020

Technical Project Manager

OneSource Building Technologies
12.2014 - 09.2019

Logistics Supervisor

Global Ground Transport
03.2013 - 10.2014

Learning and Development Consultant

Xerox Corporation
10.2010 - 02.2013

Bachelor of Science - MIS

DeVry University

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