Stephany Kveen
San Diego
Summary
Service Delivery Lead with experience managing IT support across multiple locations. Known for keeping operations running smoothly, supporting executive stakeholders, and handling high priority issues in fast paced environments. Strong background in service performance, process improvement, and building relationships that improve the overall user experience.
Overview
13
13
years of professional experience
Work History
Service Delivery Lead
Cognizant Technologies Solutions
San Diego, CA
08.2023 - 03.2026
- Led end user support operations across multiple U.S. locations (Palo Alto, Carlsbad, Philadelphia), ensuring consistent service delivery across time zones.
- Acted as the remote lead, handling day to day support, onboarding and offboarding, and making sure coverage was in place.
- Partnered with executive stakeholders, including senior leadership, to deliver high touch support and resolve critical issues.
- Directed support for high visibility events and executive meetings, ensuring seamless technical execution.
- Owned and presented Monthly Service Reviews (MSRs), translating service metrics into actionable insights and recommendations.
- Improved service delivery processes through knowledge base articles.
- Managed incident queues, hardware/software requests, patching cycles, and system updates to maintain SLA performance.
- Reviewed CSAT and DSAT feedback and followed up on issues to improve the user experience.
- Supported hiring by interviewing candidates and helping onboard new team members.
- Worked to standardize processes across all sites, including inventory cleanup, e-waste handling, and meeting room support.
- Supported hiring and onboarding of new team members, including conducting first-round interviews and training coordination.
Service Delivery Coordinator
Business Machine Technologies, Inc.
Remote
11.2020 - 02.2023
- Served as primary point of contact for client service delivery, ensuring clear communication and timely issue resolution.
- Oversaw the management of ticket deliverables, including budgets, due dates, scheduling, and prioritization to meet client SLAs.
- Monitored and evaluated ticket performance to ensure adherence to service standards and client expectations.
- Enhanced communication between departments to streamline operations and improve service outcomes.
IT Coordinator
Business Continuity Technologies
Las Vegas
10.2019 - 11.2020
- Coordinated project and service work by assigning resources based on priority, budget, and availability.
- Conducted business technology reviews using SLA/KPI reporting to drive client discussions and improvements.
- Ensured successful delivery of IT solutions within scope, timeline, and budget.
- Developed and maintained documentation for IT processes, enhancing knowledge sharing across teams.
Service Coordinator - Dispatch Manager
K&R Network Solutions
San Diego, CA
05.2014 - 01.2018
- Managed dispatch operations and service scheduling using ConnectWise CRM.
- Implemented pod based support model to improve client alignment and service efficiency.
- Coordinated cross functional efforts between Service Desk, Procurement, Engineering, and Account Management teams.
- Assisted Systems/Network Engineers with scheduling, implementation plan approvals, milestone tracking, and budget updates.
Collections Agent
GC Services
San Diego, CA
06.2013 - 05.2014
- Managed high volume inbound/outbound calls while maintaining FDCPA compliance.
- Offered and negotiated various solutions for debt settlement.
Education
Communications
San Diego Mesa College
San Diego, CASkills
- SLA Management
- Incident / Escalation Management
- End User Support Operations
- Service Delivery Management
- KPI Tracking and Reporting
- Asset and Inventory Management
- Trend Analysis
- Vendor Management
- Ticketing Systems (ServiceNow, ConnectWise, etc)
- User Provisioning (Onboarding and Offboarding)
Languages
Spanish
Native or Bilingual
Timeline
Service Delivery Lead
Cognizant Technologies Solutions
08.2023 - 03.2026
Service Delivery Coordinator
Business Machine Technologies, Inc.
11.2020 - 02.2023
IT Coordinator
Business Continuity Technologies
10.2019 - 11.2020
Service Coordinator - Dispatch Manager
K&R Network Solutions
05.2014 - 01.2018
Collections Agent
GC Services
06.2013 - 05.2014
Communications
San Diego Mesa College