Sylvia - IT Service Delivery Specialist with 8+ years in logistics and supply chain

Heredia, Heredia Province, Costa Ricaen

Managed a high-volume regional IT support portfolio at DHL, handling incident escalation and ensuring service continuity across LATAM and NORAM.

Led 24/7 support operations in a high-volume environment, maintaining SLA/OLA compliance and coordinating workforce planning.

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Summary

Dedicated IT professional with over 8 years of experience supporting and leading service management teams at DHL. Skilled in incident resolution, stakeholder management, data analysis, and process optimization to enhance service quality and operational efficiency in logistics and supply chain...

Key Achievements

Built dashboards and analyzed operational data to optimize resourcing decisions and monitor service health metrics.

Skills

Incident & Problem ManagementAdvanced

Handled incident escalation, problem resolution, and supported change management using ServiceNow and Jira in logistics environments.

Stakeholder & Customer CommunicationAdvanced

Maintained strong stakeholder engagement and managed communication channels to share updates and support digital adoption efforts.

Data Analysis & Service MonitoringIntermediate

Built dashboards and analyzed operational data to monitor service health and inform resource planning.

Team Leadership & Workforce ManagementIntermediate

Led service desk teams, coordinated shift operations, and ensured SLA compliance in a high-volume support environment.

Experience

Regional IT Service Delivery Analyst (CRM)

DHL Express

Jan 2023 - Present

Managed a high‑volume portfolio of regional internal customers, acting as primary point of contact for incident escalation and service continuity., Directed users to knowledge bases, documentation, and self‑service tools., Used digital communication channels to share updates and roadmap info.,...

Service Desk Team Leader — Supply Chain (DSC)

DHL GBS IT Services

Nov 2020 - Jan 2023

Led 24/7 operations supporting high‑volume environments., Ensured SLA/OLA compliance and fast triage., Coordinated scaled operations and workforce planning., Maintained strong stakeholder communication.

Workforce Management Specialist

DHL GBS IT Services

2019 - 2020

Analyzed usage patterns and operational data to anticipate demand., Built dashboards for monitoring service health., Optimized resourcing decisions through data analysis.

Service Desk (Analyst / Senior / Specialist)

DHL GBS IT Services

2016 - 2019

Delivered reactive support across calls, chat, and ticketing., Created and maintained self‑service knowledge articles., Acted as SME for key applications.