Devin Arnholt
Bennett,CO
Summary
Security‑minded service delivery professional with extensive experience managing complex technical operations, incident response workflows, and cross‑functional teams. Adept at identifying risks, strengthening processes, and ensuring service continuity across high‑demand environments. Skilled in stakeholder communication, root‑cause analysis, and documentation practices that support secure, compliant, and efficient operations. Known for rapidly adapting to evolving threats, improving system reliability, and driving collaborative solutions that enhance organizational security posture.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Service Delivery Manager
Long View Systems
2024.09 - Current
- Led service delivery initiatives, enhancing client satisfaction and operational efficiency.
- Managed cross-functional teams to ensure seamless project execution and timely service delivery.
- Established key performance indicators to measure success and drive accountability within teams.
- Facilitated client meetings to assess needs, align services, and strengthen business relationships.
- Improved service quality, addressing client concerns promptly and professionally.
Resource Manager
Long View Systems
2022.01 - 2024.09
- Lead bi-weekly interlock meetings where consultant utilization, availability, and skills gaps were identified.
- Management of over 100 resources over 3 different departments.
- Streamlined resource allocation processes by implementing efficient scheduling and tracking systems.
- Developed and implemented Power Automate workflows to streamline and automate manual processes, enhancing team efficiency and productivity.
- Developed and implemented Power Automate workflows to streamline and automate manual processes, enhancing team efficiency and productivity.
- Reduced project completion times for major projects by optimizing resource distribution and personnel assignments.
- Collaborated with department heads to identify staffing requirements, resulting in improved workforce planning and reduced turnover rates.
Desktop Support Team Lead
Long View Systems
2019.06 - 2022.01
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked with up 10 clients and provided excellent support, rarely exceeding SLAs.
- Escalation point for any client facing issues with team members. Able to quickly and calmly resolve any performance issues among team members.
- Coordinated schedule with Desktop Team as well as clients.
- Triaged with Service Delivery Managers and Sales Teams with any changes to Desk Side resource availability.
- Configured hardware, devices and software to set up work stations for employees.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Desktop Support Analyst
Long View Systems
2017.06 - 2019.06
- Directly supported in-house service ticket software for non-emergency user-related issues, including Software and Hardware issues.
- Installed new hardware and software, patched systems and configured settings.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for numerous clients.
- Received up to 30 tickets and calls per day while working with up to 10 clients.
Service Desk Analyst
Long View Systems
2015.12 - 2017.06
- Engaged in user support interactions via telephone, chat and email platforms.
- Created tickets into incident tracking system to facilitate faster problem identification and resolution.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Fielded up to 60 calls and tickets per day.
Skills
- Customer Service
- Stakeholder Relations
- Quality Assurance
- Incident management
- Documentation And Reporting
- Microsoft Power Platform
- Continuous Improvement
- Incident investigation
- ServiceNow
- Endpoint security
- Identity and Access management
- Risk mitigation
Certification
ITIL Foundations Certified
Certified Scrum Master (CSM)
Microsoft Power Platform Fundamentals (PL-900)
Microsoft Azure Fundamentals (AZ-900)
Timeline
Service Delivery Manager
Long View Systems
2024.09 - Current
Resource Manager
Long View Systems
2022.01 - 2024.09
Desktop Support Team Lead
Long View Systems
2019.06 - 2022.01
Desktop Support Analyst
Long View Systems
2017.06 - 2019.06
Service Desk Analyst
Long View Systems
2015.12 - 2017.06