Personal details

Angelique V.

IT Service Delivery & Operations Engineer

Based in: 🇰🇷 South Korea

Timezone: Seoul (UTC+9)

Technical skills

Top 3 skills

IT Service Management Consulting・8 yrs Technical Product Management・3 yrs Technical Support・10 yrs

Other skills

Network・5 yrs Server Administration・9 yrs Accessibility・6 yrs Azure・4 yrs Mentoring・5 yrs Customer Care・1 yr Google Cloud Platform・4 yrs

About

I am a dynamic and result-oriented IT Service Delivery & Operations Manager with a rich background in project management.
I have successfully managed diverse portfolios of customers, ensuring optimal utilization IT services.
I am skilled in resource planning, technical mentoring, and fostering strong client relationships.
I am adept at collaborating with cross-functional teams and leveraging expertise in maintaining in house and cloud IT infrastructure as well as providing in-depth technical customer support to drive operational excellence.
I am passionate about delivering exceptional customer success and contributing to organizational growth.

Work Experience

Service Delivery Manager

SLTN | Oct 2023 - Apr 2024

Mentoring

IT Service Management Consulting

Product Ownership

Customer Care

Main Responsibilities:

Management of own set of customers, helping companies manage SLTN services; 20x IT Support & 15x Modern Workplace customers
Resource planning & technical mentoring within customer group engineers
Calling card, point of contact and escalation point for the customer
Tactical Service Meetings preparation, leading and taking of minutes
Creation, maintenance and delivery of Service Level Reports; Invoices (service & resource tracking, assessment of additional work hours); PDC and SLA documentation; Financial Agreements documentation
Monitoring and improvement of customer satisfaction
Collaboration with Account/Sales management in assessing quotations

Skills:

Customer Success
Service Delivery
Product Management
Tech Mentoring

Senior Consultant

Hello Professionals B.V. | Oct 2023 - Apr 2024

System Administration

IT Service Management Consulting

Product Ownership

Customer Care

Project work for clients

Education

Seoul National University

Language Education・Korean Language & Culture

Dec 2020 - Aug 2022

University of Applied Sciences Rapperswil

Bachelor of Science・Computer Science

Sep 2009 - Feb 2014

Certifications & Awards

Jira Fundamentals

Atlassian | Oct 2022

QPLS2x: Six Sigma: Analyze, Improve, Control

Technical University of Munich | Jun 2021