Kelsey Cobb
IT Service Delivery Manager
Summary
Dynamic and results-driven IT Service Delivery Manager with over 8 years of experience in overseeing the delivery of IT services and solutions. Proven track record in enhancing service quality, leading high-performance teams, and managing client relationships to achieve high satisfaction levels. Adept at implementing ITIL best practices and optimizing service delivery processes to drive efficiency and operational excellence. Skilled in managing complex projects, addressing service issues, and executing continuous improvement initiatives to meet and exceed organizational goals.
Overview
12
12
years of professional experience
Work History
IT Service Delivery Manager
Altar'd State
07.2022 - Current
- Oversaw the delivery of IT services for a portfolio of clients, achieving a 98% client satisfaction rate through effective management and proactive issue resolution.
- Developed and managed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring that service delivery met or exceeded agreed-upon standards.
- Implemented ITIL best practices to streamline service delivery processes, reducing incident resolution times by 25% and enhancing overall service quality.
- Coordinated with cross-functional teams to support major IT projects and ensure seamless integration of new services and technologies into existing systems.
- Monitored and reported on service performance metrics, including uptime, response times, and user satisfaction, providing actionable insights for continuous improvement.
- Managed incident and problem resolution processes, achieving a 30% reduction in recurring issues through effective root cause analysis and problem management strategies.
- Conducted regular service review meetings with clients and internal stakeholders, addressing concerns and identifying opportunities for service enhancement.
- Led initiatives to improve service delivery efficiency, resulting in a 15% reduction in operational costs and a more streamlined workflow.
- Developed and executed service improvement plans based on feedback and performance data, successfully implementing changes that increased service reliability and customer satisfaction.
- Ensured compliance with industry regulations and internal policies, conducting regular audits and reviews to maintain high standards of service delivery.
- Implemented and maintained IT service management tools to improve tracking, reporting, and management of service requests and incidents.
- Facilitated training and development programs for service delivery teams, enhancing their skills and knowledge to better support service operations and customer needs.
- Acted as the primary liaison for service-related escalations, resolving complex issues and ensuring timely and effective solutions to maintain high levels of client satisfaction.
- Developed comprehensive documentation for service delivery processes, policies, and procedures, ensuring consistency and clarity in service operations.
- Resolved complex problems related to network issues, software applications, hardware configurations and system design.
- Collaborated with vendors to negotiate contracts and purchase necessary equipment or materials needed for project completion.
- Participated in meetings with senior executives to discuss strategy and plan future initiatives related to IT services.
Transportation Security Officer
Department Of Homeland Security
01.2022 - 07.2022
- Conducted comprehensive security screenings of passengers, baggage, and cargo, ensuring adherence to federal regulations and preventing unauthorized items from entering secure areas.
- Utilized advanced screening equipment (e.g., X-ray machines, metal detectors) to identify and resolve security threats, maintaining a 99% detection rate for prohibited items.
- Patrolled and monitored airport terminals and other transportation facilities, identifying and addressing potential security risks and maintaining a safe environment for passengers and staff.
- Implemented and enforced security procedures and protocols, including those related to TSA regulations, to ensure compliance and enhance overall safety.
- Provided exceptional customer service by assisting passengers with security procedures, addressing their concerns, and maintaining a positive and professional demeanor during high-stress situations.
- Responded to and managed security incidents, including handling suspicious behavior and items, coordinating with law enforcement, and executing emergency response plans effectively.
- Conducted regular security audits and inspections of equipment and facilities, identifying areas for improvement and ensuring compliance with safety standards.
- Trained and mentored new security personnel on standard operating procedures, security protocols, and emergency response, contributing to a more knowledgeable and efficient team.
- Prepared and maintained detailed reports on security incidents, screening activities, and operational issues, providing accurate documentation for further review and analysis.
- Participated in security drills and exercises to enhance readiness for potential security threats, ensuring team preparedness and effective execution of emergency plans.
- Collaborated with other security agencies and personnel to coordinate efforts and share intelligence, strengthening overall security measures and responses.
- Addressed and resolved passenger complaints and inquiries related to security procedures, maintaining high levels of customer satisfaction and professionalism.
- Maintained up-to-date knowledge of security regulations and industry best practices, ensuring compliance with the latest security standards and procedures.
- Demonstrated strong observational skills and attention to detail, identifying potential security threats and taking appropriate action to mitigate risks.
Intelligence Analyst
The Walt Disney Company
01.2019 - 01.2022
- Conducted in-depth analysis of intelligence data to identify emerging threats and trends, resulting in a 30% increase in early threat detection accuracy.
- Produced detailed intelligence reports and briefings for senior leadership, influencing strategic decision-making and policy formulation.
- Utilized advanced analytical tools (e.g., SQL, Python, Excel) to extract and analyze large datasets, uncovering actionable insights and patterns.
- Monitored and assessed open-source intelligence (OSINT) and classified information to support national security objectives and operational planning.
- Collaborated with cross-functional teams including law enforcement and military personnel to coordinate intelligence operations and share critical information.
- Developed and implemented intelligence gathering methodologies that improved data collection efficiency by 25% and enhanced overall analysis accuracy.
- Provided expert recommendations based on intelligence findings, contributing to successful risk mitigation and strategic initiatives.
- Conducted threat assessments and vulnerability analyses to support risk management strategies and safeguard organizational assets.
- Maintained and updated intelligence databases and knowledge management systems, ensuring the accuracy and accessibility of critical information.
- Participated in briefings and presentations to senior officials and stakeholders, effectively communicating complex intelligence findings in a clear and concise manner.
- Trained and mentored junior analysts on analytical techniques and best practices, improving team performance and analytical capabilities.
- Responded to ad-hoc intelligence requests with timely and accurate analysis, supporting operational needs and strategic objectives.
- Ensured compliance with legal and ethical standards in intelligence gathering and analysis, maintaining the integrity of the analytical process.
- Analyzed geopolitical and socio-economic factors to forecast potential impacts on national security and organizational interests.
Skills
- Incident Management
- Technical Leadership
- Technical Troubleshooting
- Change Management
- Vendor Relationship Management
- Analytical and Methodical
- Problem-solving abilities
- Attention to Detail
Accomplishments
Recovered over $100,000 in missing funds due to a corrupted transaction log file
Stakeholder in SAP Implementation
Peer selected to be SAP Change Agent for the company
Implemented functionality of debit cards to our POS system resulting in massive company savings
Certification
- Google Technical Support Fundamentals
- Studying for CompTIA Network + and CompTIA Security +
Timeline
IT Service Delivery Manager
Altar'd State
07.2022 - Current
Transportation Security Officer
Department Of Homeland Security
01.2022 - 07.2022
Intelligence Analyst
The Walt Disney Company
01.2019 - 01.2022
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