CV / English / IT Service Manager

Personal Information

• Name: Alex Mercer
• Address: 456 Digital Lane, Techville, TX 78901
• Email: [email protected]
• Phone: (123) 456-7890

Professional Summary

A highly skilled and motivated IT Service Manager with over 8 years of experience in leading IT service teams, developing innovative IT solutions, and ensuring the highest levels of customer satisfaction. Adept at managing and implementing IT projects, with a strong focus on improving service delivery, reducing costs, and enhancing system functionality. Proven track record in successfully managing complex IT infrastructures, with excellent problem-solving skills and the ability to work under pressure.

Core Competencies

• Leadership and Team Management
• Strategic IT Planning
• IT Service Delivery and Management
• Problem Resolution
• Cost Reduction and Efficiency Improvement
• Project Management
• Stakeholder Engagement
• Risk Management

Technologies & Certifications

• Technologies: VMware, Cisco networks, Windows Server, Linux, AWS, Azure
• Certifications: ITIL v4 Foundation, PMP (Project Management Professional), Cisco Certified Network Associate (CCNA), Microsoft Certified: Azure Administrator Associate

Professional Experience

Senior IT Service Manager XYZ Corp, Techville, TX MARCH 2018 - PRESENT - Led a team of 20 IT professionals in providing top-notch IT services, successfully improving customer satisfaction by 30%. - Implemented a new IT service management platform, resulting in a 20% reduction in response times and a 25% increase in process efficiency. - Oversaw the transition to a cloud-based infrastructure, reducing operational costs by 15%.

IT Service Desk Manager ABC Tech Solutions, Techville, TX JAN 2015 - FEB 2018 - Managed the IT service desk team, significantly reducing ticket resolution times by 40%. - Developed and implemented an IT service catalog, streamlining service delivery and enhancing customer experience. - Played a key role in the successful implementation of an ITIL framework, leading to more streamlined operations.

Education & Training

• Master of Science in Information Technology Tech University, Techville, TX Graduated: May 2014

• Bachelor of Science in Computer Science Tech University, Techville, TX Graduated: May 2012

Referees

James Holden Director of IT Services XYZ Corp Email: [email protected] Phone: (987) 654-3210

Naomi Nagata IT Operations Manager ABC Tech Solutions Email: [email protected] Phone: (654) 321-0987