Crystal Mickelson
Prior Lake
Summary
Professional service delivery expert ready to drive success in dynamic environments. Possesses significant experience in enhancing operational processes and ensuring top-tier service quality. Known for fostering team collaboration and adapting to evolving challenges. Key skills include problem resolution, strategic planning, and technical data analysis. Successfully managed contracts of +$50M for both commerical and government. Extensive experience with physical outsourcing data centers.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Service Delivery Manager
Bell Techlogix
03.2021 - 07.2024
- Managed customer business needs and IT escalation processes using ITIL foundations, significantly improving customer satisfaction.
- Presented monthly and quarterly business reviews to executives,aligning competitive integration solutions with data driven assessments to meet evolving business needs.
- Reduced Service Desk ASA from over 100 seconds to under 30 seconds sustained, exceeding contractual expectations and driving continuous improvement.
- Reduced client escalations through proactive communication and problem-solving strategies.
- Developed strong relationships with key stakeholders, ensuring open channels of communication for effective collaboration.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
ITIL Service Desk and Incident Manager
IBM
01.2019 - 01.2020
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
Technical Services Manager
Unisys
06.2010 - 04.2018
- Led the delivery of complex Federal Government contracts in a multi-vendor, enterprise architecture ensuring 7x24x365 availability for critical systems.
- Championed adherence to industry standards ensuring compliance with relevant regulations.
- Managed a team of IT professionals, ensuring timely resolution of technical issues and maintaining high customer satisfaction ratings.
- Facilitated clear communication between technical services team members and other departments, fostering strong working relationships across the organization.
Education
Bachelor of Arts - Computer And Information Sciences
Augustana University
Sioux Falls, SDSkills
- Customer Experience Management
- Business Data Analysis
- Incident Response Management
- ITIL Methodology Expertise
- Leadership in Cross-Disciplinary Teams
- Service Level Management
- Fiscal and budget
- Microsoft Office Suite Proficiency
- Data Center Management
- ServiceNow Customization
Certification
- Information Technology Infrastructure Library (ITIL) Foundation Certificate.
- Microsoft Office Specialist, Excel, Word, PowerPoint Certifications – Microsoft Corporation.
- Certified Information Systems Security Professional (CISSP).
Timeline
Senior Service Delivery Manager
Bell Techlogix
03.2021 - 07.2024
ITIL Service Desk and Incident Manager
IBM
01.2019 - 01.2020
Technical Services Manager
Unisys
06.2010 - 04.2018
Bachelor of Arts - Computer And Information Sciences
Augustana University
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