Sheldon Magida Email and Phone Number
Service Delivery Manager at CoffeeTree Group - IT Advisory and Transformation at
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CoffeeTree Group - IT Advisory and Transformation
Sheldon Magida's Location
Chicago, Illinois, United States, United States
Sheldon Magida's Contact Details
Sheldon Magida work email
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Sheldon Magida personal email
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Sheldon Magida phone numbers
About Sheldon Magida
Sr. ITSM/Service Delivery Manager with expertise in managing overall customer experience and developing long-term customer relationships. More than 16 years of experience includes service delivery planning and execution and managing a diverse scope of support issues, including cloud computing. Able to solve complex support issues effectively and escalate solutions where appropriate. Can document recommendations for appropriate service offerings. Able to make timely and financially sound decisions, under conditions of uncertainty or pressure. Track record of successful interface internally and externally, with project managers, engineers, customer service managers, off shore service providers, Sr. Executives and clients.
Sheldon Magida's Current Company Details
Coffeetree Group - It Advisory And Transformation
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Service Delivery Manager at CoffeeTree Group - IT Advisory and Transformation
Sheldon Magida Work Experience Details
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Project Management AssociateCoffeetree Group - It Advisory And Transformation Mar 2022 - PresentTroy, Michigan, UsProject management associate. Currently responsible for final cut-over phase of a 770 site technology refresh project.
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Business Development ManagerCoffeetree Group - It Advisory And Transformation Feb 2021 - Jun 2021Troy, Michigan, Us
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Service Delivery Manager, Network ServicesCoffeetree Group - It Consulting And It Services / Ibm Global Services Apr 2018 - Sep 2020- Daily Steady State management of existing 3,956 endpoint retail store network. - Daily Steady State management of VoIP services with average daily peaks of 2,800 of active SIP sessions.- Vendor Management of multiple service providers.- Major Outage management and reporting.
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Cloud Services Delivery ManagerCollabera/Ibm Global Services Oct 2015 - Sep 2017IT Service Delivery Manager for Cloud Services, placed at Motiva Enterprises. - Cloud Services Business Manager, providing client focal for cloud based products.- Requirements gathering and provisioning for greenfield build out of Cloud services.- Incident Management, Problem Management and Rood Cause Analysis for Cloud related events.- Metrics tracking and reporting for Cloud Services.
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Service Delivery ManagerCollabera / Ibm Global Services Mar 2013 - Oct 2015IT Service Delivery Manager for Data Network Services and Security, placed at Spirit AeroSystems.- Provided network focal point to client. - Daily operations management including monitoring of change activity, Incident problem determination, root cause analysis and Problem Management.- Perform problem determination incident follow-up and reporting.- Provide direction and leadership for service recovery activities.- Direct root cause analysis and provide follow up for Problem Management.- Represent Network for cross-tower project and change activities.- Provide vendor management and oversight for subcontractor operations and project activities. - Acted as client interface for escalations, project status and special project handling. - Managed WAN Optimization remediation, Proof of Concept and refresh projects.- Direct reporting of project milestone and metrics analysis to client CIO and Vendor Management Office.
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It Service Management Team ManagerSears Holdings Corporation May 2010 - Mar 2012Chicago, Il, UsJob Description Managed the design, development and implementation of IT Support projects with defined scope and deliverables. Lead IT Client Advocacy teams to reduce incident backlog and improve client satisfaction. ESSENTIAL FUNCTIONS: • Managed off shore contract Level 1 and domestic Level 2 Client Advocacy teams providing special escalation and total call ownership for client complaints, high impact events, out of process incidents, incidents in breach of SLAs and executive escalations• Managed off shore Level 1 team mining the internal social network for IT issues and reports of issues impacting associates or stores• Represented Advocacy Team in replacement of ITSM Ticketing and Knowledge Management systems• Provided HR management for domestic Level 2 Advocacy Team• Managed and reported SLAs and trend analysis for Advocacy Team escalations and out of process incidents• Oversaw quality and process improvement programs to reduce escalations and process failures• Represented Incident Management in change and project meetings to identify potential impact to the enterprise and provide early lifecycle support for new projects• Evaluated and selected new associates for ITSM Team augmentation -
Service Delivery ManagerIbm Jul 2003 - Mar 2010Armonk, New York, Ny, UsService Delivery Manager for Network Services, placed at a Chicago area Financial Services Company.Responsibilities included: • Acted as Network Services account focal providing single point of contact for customer and vendors • Managed vendor relationships with multiple telecom vendors for services to IBM client• Managed vendor compliance with audit requirements and service level agreements• Led service restoration calls for all network incidents• Performed and provided root cause analysis for network incidents• Acted as primary IBM interface to client managed Command Center• Facilitated network SLA metric collection and reporting, presenting to client executive team• Drove and managed quality and improvement programs in network services at the account level• Performed requirements gathering and analysis for network related projects in the customer enterprise• Maintained audit ready posture at all timesResults:• 25% reduction in overall annual Network Services costs• Initiated 2010 project to redesign WAN transport yielding an anticipated 18% cost reduction.• Managed transition of Network delivery to globally staffed model, while maintaining positive client satisfaction rating• Drove the redesign and replacement of internal to latest technologies to achieve 99.999% availability goal and reduced costs. -
Team Lead, Level 1 & 2 Network SupportIbm Feb 2002 - Jul 2003Armonk, New York, Ny, Us• Staff and supervise 24x7x365 support team for new Transaction Gateway Network• Review and select candidates for hire• Establish Service Level Objectives and methodology for measurement and reporting• Produce bi-weekly customer metric reporting• Insure audit compliance• Subject Matter Expert for Transaction Gateways Systems and Merchant Network• Problem and Change Management for Transaction Gateways Environment.• First escalation point for incident management.Results:• L1 & L2 Help Desk fully staffed within 5 weeks.• Transitioned L1 SNA support calls away from 3rd party vendor.• Reduced resolution times for IP Network support calls.• Archived strong client satisfaction ratings.• Support team successfully transitioned to client in house team at close of project.
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Team Leader - End User Support ServicesIbm Aug 1999 - Feb 2002Armonk, New York, Ny, Us• Team Lead for PC Support at 3 local customer sites.• Back-up for PC Support Services Manager.• Candidate review for team augmentation.• Site Project lead for service ticketing system replacement.• Site Project lead for IP Readdressing Project.• Technology Support Technician for FDA Submission Presentations Projects.• Technology Support Technician for E.U. Pharmaceutical Submission in London.• Site Lead for Y2K compliance testing and contingency planning.
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End User Support TechnicianIbm Dec 1998 - Jul 1999Armonk, New York, Ny, Us• Level 1 & Level 2 PC Help Desk Support Technician• Level 3 PC Desk side Support Technician supporting 395 clients• 24 x 7 dedicated PC Support Technician for customer corporate executive team• Traveling IT Support Technician for Drug Submission team. Supported submissions to FDA in Washington DC and E.U. Mutual Recognition Commission in London
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Independent Contractor/Project LeadMonsanto Sep 1997 - Dec 1998St. Louis, Missouri, Us• Project Lead to upgrade network printers at an 1,800 client site. Completed on schedule and on budget.• Project Lead to manually install expense reporting software on 2,100 client workstations• Built temporary PC configuration center to relieve backlog of PC deployments -
Director, Operations & DevelopmentUnited Motivation Corp. 1982 - 1997• Managed merchandising efforts and negotiated supply contracts with vendors• Managed all phases of catalog production• Concept & Design, page layout, photo direction, color separation and press runs.• Re-engineered order processing systems and procedures, reducing average orderfulfillment time from 72 to 48 hours.• Represented UMC to industry organizations• Negotiated sale of company as member of management team• Supervised transition of client and vendor data and assets upon sale of company
Sheldon Magida Skills
It Service Management
Vendor Management
Service Delivery
Incident Management
Management
Process Improvement
Project Management
Cloud Computing
It Management
It Strategy
Program Management
Itil
Business Process Improvement
Outsourcing
Change Management
It Operations
Sdlc
Sla
Leadership
Networking
Technical Support
Telecommunications
Enterprise Software
Team Leadership
Integration
Requirements Gathering
Information Technology
It Outsourcing
Project Delivery
Service Management
Disaster Recovery
Business Process
Help Desk Support
Problem Management
Governance
Solution Architecture
Data Center
Wan
System Deployment
Resource Management
Service Level Agreements
Pmp
Project Portfolio Management
Pmo
Enterprise Architecture
Software Project Management
Frequently Asked Questions about Sheldon Magida
What company does Sheldon Magida work for?
Sheldon Magida works for Coffeetree Group - It Advisory And Transformation
What is Sheldon Magida's role at the current company?
Sheldon Magida's current role is Service Delivery Manager at CoffeeTree Group - IT Advisory and Transformation.
What is Sheldon Magida's email address?
Sheldon Magida's email address is sh****@****ida.net
What is Sheldon Magida's direct phone number?
Sheldon Magida's direct phone number is +177323*****
What skills is Sheldon Magida known for?
Sheldon Magida has skills like It Service Management, Vendor Management, Service Delivery, Incident Management, Management, Process Improvement, Project Management, Cloud Computing, It Management, It Strategy, Program Management, Itil.
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