Kyle Porter
San Diego,CA
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
25
25
years of professional experience
Work History
Service Delivery Manager
Zensar Technologies
07.2018 - 07.2024
- Supervised operations of 24x7 Voice services for city of San Diego staffed by 5 team members.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Oversaw daily SNOW tickets
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Enhanced service delivery by developing and implementing efficient processes.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Assisted in development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.
- Managed third-party contracts to drive delivery of required services.
Senior Network Engineer
Atos
08.2013 - 07.2018
- Monitored network activities to quickly detect and resolve operational and security issues.
- Led planning and technical design activities for routine operations and special projects.
- Configured, tested and maintained LAN/WAN components and connections.
- Streamlined troubleshooting processes by creating detailed documentation of network infrastructure, configurations, and topologies.
- Reduced downtime for essential systems by proactively identifying and resolving network issues.
- Implemented robust backup solutions to protect critical data from loss or corruption due to system failures or malicious attacks.
- Established effective communication channels between IT departments fostering collaboration on technology-related initiatives supporting business growth.
- Maintained and expanded vendor relationships through amicable and beneficial interactions with network carriers and service provider partners.
- Built and improved network documentation and training procedures to lead successful team completing high-quality work.
- Standardized processes and procedures for network maintenance and configuration changes, reducing errors and streamlining operations.
Network Engineer
SDDPC
11.1999 - 08.2013
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Performed troubleshooting for Cisco, and packet analysis.
- Troubleshot complex multi-vendor network service provider issues.
- Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.
- Increased overall network stability by performing root cause analysis on recurring issues and implementing long-term solutions.
- Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices.
- Maintained company computers, printers, cables and other equipment.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
Education
No Degree - 20+ Years IT Experience With Last 6 Years Managing
In Person And Online Education.
San Diego, CANo Degree - Computer And Information Sciences
Grossmont College
El Cajon, CA04-1991
No Degree - Computer Science
Mesa State
Grand Junction, CO01-1989
Skills
- Customer engagement
- Client relationship management
- Incident management
- Performance improvement
- Service level agreement management
- Risk mitigation
- Project implementation
- Service order flow
- ITIL framework
- Solutions development
- Technology evaluations
- Third-party contracts
Accomplishments
- Collaborated with a team of 5 Voice engineers and outside vendors in the development of a Voice cloud solution for the city of San Diego.
- Collaborated with a team of 5 Data engineers and outside vendors in the development and restructure of Sannet (Data network) for the city of San Diego.
- Supervised team of 5 staff members.
- Documentation and updates to SOP's and KB's to better support the Service Desk and also the customer.
Timeline
Service Delivery Manager
Zensar Technologies
07.2018 - 07.2024
Senior Network Engineer
Atos
08.2013 - 07.2018
Network Engineer
SDDPC
11.1999 - 08.2013
No Degree - 20+ Years IT Experience With Last 6 Years Managing
In Person And Online Education.
No Degree - Computer And Information Sciences
Grossmont College
No Degree - Computer Science
Mesa State
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