Crystal Mickelson
Prior Lake,MN
Summary
Accomplished Senior Service Delivery Manager with proven success at Managed Services Providers (MSP) such as Bell Techlogix, IBM, and Unisys enhancing customer satisfaction and operational excellence. Expert in customer relations and cross-functional team leadership, driving continuous improvement. Skilled in ITIL processes and contract management, excelling in delivery of IT services to meet and surpass SLAs and customers ever changing business needs.
Overview
23
23
years of professional experience
1
1
Certificate
Work History
Senior Service Delivery Manager
Bell Techlogix
03.2021 - 06.2024
- Directly interfaced with customer for all needs relating to Bell Techlogix.
Strategically aligned IT escalation abilities using ITIL foundations resulting in quicker reaction to customer needs. Customer perception improved immediately. - Presented customer and Bell Techlogix executive level management with both monthly and quarterly business reviews.
- Applied competitive integration solutions with data-driven assessments to consistently meet customer business needs.
- Controlled and drove profitability management, reflecting commitment to operational excellence, innovative technology, and fiscal responsibility. Maintained executive margin expectations.
- Orchestrated cross-functional collaboration and navigate complex vendor/customer relationships to meet and surpass service level agreements. In one case, taking Service Desk Average Seconds to Answer (ASA) from over 100 seconds to under thirty seconds.
- Exceeded contractual expectations and drove continuous improvement with competitive solutions.
- Proven ability to learn quickly and adapt to new situations.
ITIL Service Desk and Incident Manager
IBM
01.2019 - 12.2020
- Developed highly effective incident response and service desk teams and trained extensively in preparation for possible impactful events.
- Created remediation plans for potential incidents ahead of time and made appropriate changes during emergencies in a multi-vendor environment.
- Oversaw high priority incidents (approximately 30 incidents per day) with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Managed collaboration with Best Buy Executive Management, End Users, IBM vendors, and third-party contractors.
- Managed a team of Incident Managers and Service Desk Analysts to deliver full scope Corporate Service Desk and Incident Management services to meet and exceed contractual SLA/KPI/OPIs.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Technical Services Manager
Unisys Corporation
02.2001 - 12.2019
- Significant contribution delivering complex Federal DoD security requirements for multi-vendor enterprise architecture private cloud installed in two large scale Unisys commercial outsourcing data centers.
- Delivered steady state production while consistently meeting a requirement to succeed and maintain $50M, five-year contract via effective communication and organizational skills, technical and leadership expertise, negotiation, and problem solving.
- Achieved ISO 20K Certification for Unisys Private Cloud and DoD applications supporting the US Army Worldwide Service Desk.
- Actively contributed to transforming a software support/physical benchmark data center facility into ITIL, ISO 20K certified hardened outsourcing data center delivering ITIL evolving service to enterprise clients with onsite hardware/software infrastructure to service both commercial and Federal clients.
- Developed and annually tested hot backup disaster recovery plans for supported customers.
- Through cohesive team leadership, transformed and retained previously failing customer relationship to consistent renewals of $30 million contract over a period of 15 years (three renewal cycles) due to oversight, communication and performance of enterprise hardware, software, and network upgrades (private cloud).
- Cultivated interpersonal skills by building positive relationships with others.
Education
Bachelor of Science - Computer Science And Business Administration
Augustana University
Sioux Falls, SD Skills
- Service Level Agreements
- Incident Management
- Business Analysis
- Contract Management
- Client Relationships
- Technical acumen
- Cross-functional team leadership
- Financial responsibility and budget/margin oversight
- Microsoft Suite
- ServiceNow
- Infrastructure Management
- ITIL Processes and Procedures
Certification
- ITIL v3 Foundations License - PEOPLECERT License GR750070259CM
- Master Project Manager - GAFM Certicication
Timeline
Senior Service Delivery Manager
Bell Techlogix
03.2021 - 06.2024
ITIL Service Desk and Incident Manager
IBM
01.2019 - 12.2020
Technical Services Manager
Unisys Corporation
02.2001 - 12.2019
Bachelor of Science - Computer Science And Business Administration
Augustana University
- ITIL v3 Foundations License - PEOPLECERT License GR750070259CM
- Master Project Manager - GAFM Certicication
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