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Barrett Pall

Service Delivery Manger

Professional

  • Cisco Certified Network Associate
  • Citrix Certified Administrator - Xenapp 5
  • Microsoft Certified Technology Specialist

AREAS OF EXPERTISE

  • Integration
  • IT Management
  • Project Delivery
  • Business Analysis
  • Financial Control
  • Project Management
  • Managing Crisis Situations
  • Resource Vendor Management

HOBBIES & VOLUNTEERING

  • Reading
  • Learning
  • Holidays
  • Gardening & Cooking
  • Painting
  • Red Cross & the local Primary
  • School

Training and Certification

  • Project Management Professional
  • Microsoft Certified Technology Specialist
  • CITRIX Certified Administrator
  • Cisco Certified Network Associate
  • VmWare Certified Professional: VMWare ESX 4.0

Summary

  • An experienced professional in the IT & Communications industry with over 13 years experience in operations and service assurance for a wide range of customers in the banking, entertainment, commercial, emergency services, government and non-profit sectors.
  • Using authentic leadership capabilities, well-defined goals and a positive work ethic I am able to drive highly successful teams through difficult change while delivering results that delight the customer base and meet defined service levels.
  • Always looking to raise the bar I thrive on strategic discussions that will take the team and the individuals within, to the next level. I set high standards of performance and pursue challenging goals while always focusing on exceptional customer service.

Work experience

2013-06Present

Service Delivery Manager

Cyber Infrastructure Inc.
  • Leading and managing various activities and deliverable on the Projects assigned and provide program management support to the PMO Head for ensuring successful project execution and implementation.
  • Ensuring Project Management Gates are implemented within all projects assigned and prevent deviations.
  • Ensuring compliance in operating procedures and policies and provide support to campaign management team.
  • Oversaw financial controls and systems focusing on monitoring, recording, and forecasting and budgeting of project expenses.
  • Managing project team members/partners to ensure the right resources are working on the right tasks at the right time, with clear expectations of milestones and goals.
  • Analyzing Project Manager reports to update and administer program plans.
  • Managing project progress and control slippages.
  • Produce an updated schedule as per the defined PMO Standards.
  • Escalating deviations to the PMO Head and Stakeholders in a timely manner and take necessary actions to bring the project on track.
  • Consolidating project reporting materials for monthly review by Project Manager.
  • Managing overall client relationship including maintaining daily operation, troubleshooting issues & escalations.
  • Working directly with client and sales to define the scope of works, created proposals and SOWs.
  • Heading the customer care team of  7 members and provide customer care solution to USA consumers.
2009-022013-05

Service Delivery Manager

Parangat Technologies
  • Built a strong relationship with business partners to determine business needs, and link with vendors internal teams to provide the desired services and desired quality.
  • Monitored, controlled and supported a wide range of delivery services thus ensuring the fact that all the procedures and methodologies were followed to the core.
  • Understood of overall business direction and proactively identifying service delivery actions to meet business partner needs.
  • Reviewed client service, service improvements, performance and quality of the business process.
  • Prepard of Approach note, Proposals, Presentation for new opportunities Resource Management.
2007-032009-01

Customer Business Manager

Magneto IT Solutions
  • Responsible for the monthly billing, invoicing, dealer management, customer inquiries, sales and payment of dealer commissions.
  • Streamline processes, minimized revenue loss, increased customer satisfaction, grew sales/revenue and ran a project to move off the end of life billing system.
  • Improved standard MAC processes to remove customer delays and human errors.
  • Fully documented all tasks; removing dangerous single points of failure in the business and aligning to the best practice of the industry.
2005-032007-02

Email Support Executive

Bank of America Corp.
  • Responsible for solving technical queries in the Web Page.
  • Resettled login name and password.
  • Taking care of E-Books migration and renewal of books.
  • Provided vital information for Educator Queries.
  • Taking care of Refunds and Discounts.

Education

20022004

Master of Business Administration in Information Technology

Iglobal University
19992002

Bachelor in Computer & Information Systems

Greenville University

Personal Skills

8
People skills
10
Leadership skills
9
Decision making