Steven Lindsey
Tennille,Ga
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Manager (US and UK)
Parker-Meggitt
01.2023 - Current
- Attended staff and client meetings and served as liaison to manage operations for account.
- Evaluated team member workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Coordinated and led internal and external site team meetings.
- Coordinated among multiple internal stakeholders to gain consensus on major project milestones and prioritization goals.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Coordinated new hire recruitment, training and development.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Planned and managed full project lifecycles, from conception through final completion.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
US Business Engagement Manager
Parker Meggitt
06.2022 - Current
- Manage expectations and communication with business stakeholders
- Develop and maintain IT roadmaps that is aligned with various business location needs
- Plan, schedule and coordinate resources to meet business requirements
- Identify opportunities for operational efficiency to provide cost savings and value creation
- Monthly service review to discuss progress or identify new opportunities sites across the US
- Act as primary escalation point for leadership and team members at all US sites
- Respond to issues/escalations by solving problems, escalating issues and organizing necessary response teams
- Regular reporting back to CIO on identified gaps and current action items
- Proactively identify areas of opportunity to apply to existing technologies for new/increased business demand, process improvement or cost efficiencies
- Work with Service Delivery Managers to improve overall customer experience and satisfaction
- Met with clients to understand needs and develop proactive solutions.
- Consulted with teams on established best practices and process improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Service Delivery Manager
Parker Meggitt
04.2019 - Current
- Responsible for day to day service Delivery
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Supervise, coach and train IT team at multiple locations
- Daily and weekly reporting on current state of Service Delivery
- Work with various service towers (security, infrastructure) to close “gaps” that create a global service model
- Manage and review service performance of operational services against SLA target
- SOP creation and process improvement
- Ensure team follows ITIL standards and work flow is as expected
- Resource management/allocation (internal team members and vendor)
- Ensure sites are DFARS (Defense Federal Acquisition Regulation) compliant due to government data and contracts
- Reduction in overhead costs related to overtime and over staffing with various KPI metrics
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Coordinated new hire recruitment, training and development.
- Identify new “Value-Add” opportunities to improve overall delivery within multiple towers of service
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies.
- Measure and improve overall customer satisfaction
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Establish KPIs (Key Performance Indicators) and other metrics to ensure alignment with client and user needs
- Update and provide training to team
- Identify new shift left opportunities
Service Delivery Manager
Transcosmos
08.2016 - 04.2019
- Responsible for IT Service Management (ITSM)
- Supervise, coach and train IT team a multiple locations
- Directly manage all of North American Team of 6 (Level 2)
- Indirectly manage team of Service desk team members (Level 1 located in Manila)
- Identify new “Value-Add” opportunities to improve overall delivery within multiple towers of service
- Establish KPIs (Key Performance Indicators) and other metrics to ensure alignment with client and user needs
- Work closely with IT managers in the various countries that Exide (client) does business with to bring a global standard to IT within the company
- Ensure team meets and exceeds SLA attainment goals
- Complete RCA’S for breached SLA and other problems as needed
- Work with Global Service Desk to help desk in identifying new shift left opportunities
- Provide monthly service review to client management teams
- Measure and improve overall customer satisfaction
- Assist Service Desk with identifying ways to increase first line resolve
- Work close with client PMO to create and update various processes and documents
- Weekly and Monthly client facing meetings with PMO office, IT director as well as CIO
- Manage and work with client to ensure team adheres to all expectations
- Work to ensure team stays aligned with contract and processes
- Ensure that all teams follow ITIL standards
- Drive overall services to ensure the client receives great experience
- SOP creation, updates and modification
- Hardware asset management
- Vendor Management
- Work directly with the user base providing hardware setup and/or software configuration
- Coordinated and led internal and external site team meetings.
- Facilitated completion of deliveries and verified documentation.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Coordinated new hire recruitment, training and development.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Contributed to internal and external account reviews.
Senior Analyst
Dell Inc.
10.2014 - 08.2016
- Manage all campus technicians on Coca-Cola Refreshments account
- Ensure daily SLA’s are met and address any escalations
- Keep all technicians up to date on all required training
- Work closely with Project Manager’s, Directors and Executives to ensure seamless execution of various processes
- Directly manage various projects locally and across continental U.S
- Travel when required to ensure customer satisfaction goals are met
- Coordinate and prioritize various tasks
- Assist with standardizing operational processes
- Identify and report shift left opportunities to help cut customer costs
- Test and Approve new policies and procedures
- Investigated system issues and implemented resolutions to reduce downtime.
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Generated ad-hoc reports to evaluate specific business requirements.
- Collaborated with stakeholders to identify business needs and data sources.
- Provided technical support for troubleshooting analytics and reporting issues.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Created dashboards to monitor and track key performance indicators.
Senior Associate
Dell Inc.
11.2009 - 10.2014
- Provide end-user technical support for various agencies on State of Ga Contract
- Educate user on best practices
- Trained multiple new coworkers, assisting with learning processes to complete the job
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Served a large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming,
- positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
Remote Field Technician
World Wide Tech Services
08.2008 - 11.2009
- Collaborated with other field technicians to resolve complex technical issues.
- Delivered high-quality work by diligently following standard operating procedures.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Performed troubleshooting and diagnostics of malfunctioning equipment.
- Enacted successful repairs by applying technical skills and operations knowledge.
- Trained and guided new technicians to equip with skills and knowledge needed to efficiently perform work.
Education
Bachelors Of Science - Business Management
Univeristy of Phoenix
08.2024
Skills
- Implementation Management
- Customer Loyalty
- Personnel Recruitment
- Business Process Improvement
- Employee Engagement Management
- Root Cause Analysis
- Business Process Mapping
- Disaster Recovery Plan
- Operational Efficiency
- Data Analytics
- Best Practices and Methodologies
- Operational Improvements
- Business Analysis
- Strategic Goals
- Business Management and Development
- Performance Metric
- Standard Operating Procedure
Certification
Six Sigma - Green Belt
Timeline
IT Manager (US and UK)
Parker-Meggitt
01.2023 - Current
US Business Engagement Manager
Parker Meggitt
06.2022 - Current
Service Delivery Manager
Parker Meggitt
04.2019 - Current
Service Delivery Manager
Transcosmos
08.2016 - 04.2019
Senior Analyst
Dell Inc.
10.2014 - 08.2016
Senior Associate
Dell Inc.
11.2009 - 10.2014
Remote Field Technician
World Wide Tech Services
08.2008 - 11.2009
Bachelors Of Science - Business Management
Univeristy of Phoenix
Six Sigma - Green Belt
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