Joe Hamilton
Frisco
Summary
Results-driven Information Technology Specialist with focus on service delivery. Talented in assessing client needs and developing solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Established decision-maker with background in mentoring others to accomplish project milestones.
Overview
36
36
years of professional experience
Work History
Service Delivery Manager
Avaya Inc / DXC Technology
02.2015 - 12.2023
- Incident Management - Responsible for resolving escalated customer issues effectively, and urgently in order to preserve positive client relationships.
- Facilitated staff / client meetings and served as liaison to manage operations for accounts.
- Change Management - Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing pro-active and efficient processes.
- Problem Management - Improved service quality, addressing client concerns and recurring issues promptly.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Trained new staff on job duties, company policies, and procedures for rapid onboarding.
Information Technology Specialist
EDS / HP / HPE / DXC Technology
04.2004 - 01.2015
- Enhanced data accuracy by implementing efficient information management systems and processes.
- Streamlined workflow for better productivity by organizing and maintaining digital and physical files.
- Improved team collaboration with the creation of comprehensive reports on research findings.
- Assisted in the development of information strategies, contributing to overall organizational growth.
Systems Engineer / Advanced Systems Engineer /Information Technology Specialist
Electronic Data Systems, EDS
02.1988 - 03.2004
- Supported multiple global clients across several industries (Automotive, Banking, Retail)
- Improved system performance by identifying and resolving technical issues and reducing (almost eliminating) system outages.
- Analyzed system requirements, developing tailored solutions that met or exceeded client expectations.
- Developed custom software solutions for countless business needs.
- Became subject matter expert in Warehousing (Picking, Packing and Shipping) applications.
- Contributed towards continuous improvement initiatives aimed at streamlining internal processes and enhancing overall service delivery quality.
- Checked for accuracy and functionality during implementation of new systems.
- Created flowcharts, diagrams and other documentation.
- Participated in system development life cycle from requirements analysis through system implementation.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Education
BBA - Management Information Systems
University of Oklahoma
Norman, OKSkills
- Problem Solving
- Team Leadership
- ITIL Framework
- SDLC Compliance
- Project Management
- Software Development
- Data Analysis
- Adaptability and Flexibility
- Continuous Improvement
- Customer Engagement
Timeline
Service Delivery Manager
Avaya Inc / DXC Technology
02.2015 - 12.2023
Information Technology Specialist
EDS / HP / HPE / DXC Technology
04.2004 - 01.2015
Systems Engineer / Advanced Systems Engineer /Information Technology Specialist
Electronic Data Systems, EDS
02.1988 - 03.2004
BBA - Management Information Systems
University of Oklahoma
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