Kareem Guy
Florence
Summary
Service delivery professional with proven track record in managing complex projects and improving client satisfaction. Skilled in resource allocation, process optimization, and risk management. Focused on fostering team collaboration and aligning with organizational goals to drive success. Known for flexibility in adapting to changing needs and consistently delivering results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Paula's Choice
02.2023 - Current
- Oversaw IT service operations across 12 global brands, managing SLAs, stakeholder escalations, and third-party coordination with Wizard Cyber to drive consistent delivery
- Managed Microsoft Sentinel for SIEM across all brands, processing 60M+ monthly log events and maintaining a zero-incident record for 12+ months
- Led KnowBe4-based Security Awareness Training across the org, reducing phishing click rates by 93.8% and increasing user reporting rates by 22% through monthly simulations
- Delivered executive dashboards covering patch compliance, training completion, and alert trends, enabling data-driven decision-making and audit readiness
- Resolved persistent escalations and service gaps, resulting in a 50%+ drop in recurring end-user incidents through better vendor coordination and proactive support IT Security Operations
Project Manager, Infrastructure & Security Initiatives
Paula's Choice
02.2023 - Current
- Spearheaded patch remediation using Action1 across 12 brands, reducing unresolved vulnerabilities from 29,000+ to 13,000 in just 90 days across 25,000+ endpoints
- Achieved 100% remediation compliance at high-priority brands like China UPD and K18, helping eliminate all overdue Critical/High vulnerabilities and receiving executive praise
- Designed repeatable SOPs for vulnerability management in collaboration with Wizard Cyber, improving remediation timelines and root-cause analysis effectiveness
- Led the planning and execution of infrastructure upgrades and service go-lives, ensuring readiness across network, security, and endpoint tools
- Created visual reporting and governance frameworks for patching, SAT, and incident metrics to hold cross-functional stakeholders accountable
Network Administrator (Team Lead)
INTEGRIS
08.2022 - 02.2023
- Streamlined server maintenance procedures, reducing update deployment time and enhancing system reliability.
- Proactively identified and addressed recurring end-user issues, leading to a reduction in support requests.
- Collaborated with vendors to implement hardware and software upgrades,ensuring seamless integration and minimal disruption.
- Managed the end-to-end deployment of a company-wide network security upgrade, enhancing data protection and compliance.
Network Administrator/Manager
Procat Distribution Technologies
08.2021 - 02.2022
- Lead large-scale IT project management, ensuring on-time software delivery by procuring and configuring SQL-focused servers.
- Facilitate on-site training for seamless onboarding and act as the primary support escalation for prompt issue resolution.
- Design, develop, implement systems and policies, and manage diverse hardware
for optimal performance in-house and for client software. - Maintain strict budget control and proficiently use software tools to optimize organizational efficiency, reporting on expenses consistently.
Service Delivery Manager
Train To Go Tech
02.2020 - 08.2021
- Streamlined desktop support and IT services desk, achieving a significant increase in service efficiency
- Took ownership of critical incidents, reducing recurrence through effective post-incident reviews.
- Established and implemented systems, procedures, and methodologies, resulting in a marked improvement in service delivery performance.
- Analyzed and optimized third-party and internal processes, realizing significant efficiency gains.
Education
Bachelor of Arts - Sociology
Rider University
Lawrenceville, NJ08.2014
Skills
- System & Network Administration
- Microsoft Sentinel (SIEM)
- KnowBe4 Security Awareness Platform
- Action1 Patching Platform
- Vulnerability & Patch Management
- Project Management & SOP Development
- Service Delivery & Escalation Management
- Endpoint & Infrastructure Operations
Certification
- HDI Certification
- CompTIA A+
- CompTIA Network+
Timeline
Service Delivery Manager
Paula's Choice
02.2023 - Current
Project Manager, Infrastructure & Security Initiatives
Paula's Choice
02.2023 - Current
Network Administrator (Team Lead)
INTEGRIS
08.2022 - 02.2023
Network Administrator/Manager
Procat Distribution Technologies
08.2021 - 02.2022
Service Delivery Manager
Train To Go Tech
02.2020 - 08.2021
Bachelor of Arts - Sociology
Rider University
Similar Profiles
Nicole BiagiNicole Biagi
Senior Marketing Manager, Retention, Loyalty & Auto Replenishment at Paula's Choice SkincareSenior Marketing Manager, Retention, Loyalty & Auto Replenishment at Paula's Choice Skincare
Hilaree OlsonHilaree Olson
Front Office Receptionist at Paula's Sav TaxFront Office Receptionist at Paula's Sav Tax
Paula GeePaula Gee
Owner/Operator at Paula's Sweet TreatsOwner/Operator at Paula's Sweet Treats
Marta CastellaniMarta Castellani
EMEA Head of Integrated Supply Chain at GucciEMEA Head of Integrated Supply Chain at Gucci
Karren McFaddenKarren McFadden
Inventory Auditor at AmazonInventory Auditor at Amazon