Denny Alexander

Background

About Denny Alexander

Skilled at helping customers realize value and guiding teams deliver results. Previously at Kyndryl and IBM, I excelled at Customer Success and Service Management delivering Operational Excellence leveraging 13+years of IT industry experience across multiple Client Services roles in Banking, Logistics-Supply Chain, Energy, and Healthcare sectors across NA, CALA, EMEA, and APAC regions. When we partner-up, you get a CSM, ITIL and Multi-Cloud certified Professional, with extensive IT experience in Customer Service, Retentions, Escalations Management, Critical Incident Handling, Disaster Management & Technical Support Delivery. Delivered performance and customer experience enhancements for NPS goals. Led & Designed support delivery (SLA-OKR-KPI), SOPs and churn management processes for CloudOps(AWS) & Network Ops teams. Scaled Digital Workplace teams & Training faculty leveraging SaaS tools to adopt best practices. Managed operational oversight for Security & Vulnerability, Distributed platform and Collaboration(M365) teams. Some of my achievements are: Mentored & developed team members for career progression, accumulated over 8K hrs in Learning Facilitation with 60+ cohorts spanning college hires, experienced IT professionals and manager’s transitioned to delivery with above 95% throughout. 5+ years experienced in creating, presenting, hosting business / executives reviews aimed to align client experience with delivery results, derive insights as VoC, drive client engagement (Directors,VP,C-level) & report health metrics Managed, owned Compute, Cloud & Network towers, lead on 300+ major incidents and WAR rooms across various tech towers, driving on-call, Incident-Problem-Change quality & operational excellence. Lead creator, author and collaborator on over 700+ KB articles, 200+Runbooks and SOPs reducing 100+ man hours on first responder actions. Delivered projects on cost reduction over 20K, upto 30% P1 incident reduction on power outage issues & coordinated enterprise wide onboarding to SaaS tools like O365, Slack, Zoom among others. Automated 3% of workflow for SNOW approvals reducing manual intervention, setup automated account wide communications on recurring key deliverables. Led multiple cross functional teams consisting of 11-27 collaborators from CloudOps, NOC, architects, SRE and help desk staff to deliver 10+ high priority deliverables, over 90% CSAT & continuous improvement and performance goals. I’m known to be customer centric, resourceful, coachable and a quick learner.