Joseph Paul Smith

Joseph-Paul Smith Service Delivery Manager -Hanson, MA 02341 - linkedin.com/in/joseph-paul-smith Results-oriented IT professional with extensive experience in service delivery, client relationship management, and data analytics. Proven ability to lead high-performing teams, optimize operational workflows, and drive strategic business growth through data-driven decision-making. Key Skills Key Skills: Analytical Skills · Business Relationship Management · Stakeholder Management · Agile Methodologies · Scrum · Conflict Resolution · Requirements Gathering · Critical Thinking · KPI Measurement · Leadership · Business Reviews · Time Management · Strategy & Planning · Product Management Technical Skills: Microsoft O365 Suite · Monitoring · Data Analytics · Pivot Tables · Excel · SQL · Google Cloud Platform · API Gateways · Incident Management Tools: Slack · Microsoft O365 Suite · Excel · MySQL · Power BI · SharePoint · Github · ServiceNow · ServiceChannel · FSM · Field Nation · CEM tools Professional Experience Service Delivery Manager · Spencer Technologies · Medway, Massachusetts Jun 2019 - Apr 2024 · Managed a team of approximately 25 remote employees, overseeing the resolution of 1,500+ support tickets per week to ensure efficiency and service quality. · Facilitated the onboarding and development of 20 new team members, leading to a 45% improvement in team performance metrics. · Led a team to integrate 15 new clients, achieving a 25% reduction in onboarding time and enhancing overall client satisfaction by 10 points on the feedback scale. · Analyzed key performance metrics, including MTTR of 95% and SLA compliance of 95%, resulting in a 30% reduction in downtime and improved client satisfaction scores by 10 points through data-driven reports presented to clients and executive leadership. · Conducted daily client meetings to assess performance, identify growth opportunities, and strengthen business relationships. · Redesigned operational workflows, reducing ticket resolution time by 35% and improving team efficiency. Service Delivery Supervisor · Spencer Technologies · Medway, Massachusetts Nov 2018 - Jun 2019 · Supervised a team of 15 associates, achieving a 20% increase in service quality and productivity metrics over one year. · Optimized daily operations by ensuring consistent staff coverage. · Facilitated prompt communication with management on client needs, procedural updates, and departmental challenges. · Developed and implemented performance expectations and coaching strategies that improved individual and team productivity. Service Delivery Lead · Spencer Technologies · Medway, Massachusetts Jan 2018 - Nov 2018 · Acted as the first point of contact for all customer service representatives to resolve any issues and escalations they have difficulty with. · Worked closely with the billing and accounts payable department to resolve billing discrepancies. · Assisted with on-boarding new clients and transitioning to the service team through training sessions. · Played role in interviewing and hiring customer service representatives. Customer Service Representative · Spencer Technologies · Medway, Massachusetts Apr 2017 - Jan 2018 · Clearly documented work expected and completed by remote field resources. · Worked closely with peers and cross functional teams to drive resolution while providing customer service to all. · Responded through email and phone call to all customer inquiries. Intern for Digital Media Academy · Harvard University · Cambridge, Massachusetts Jul 2013 - Aug 2013 · Supervised students while providing tools for programming. Education Becker College | Bachelor of Science Video Game Development and Programming Leicester, Massachusetts Grad May 2016