Curriculum Vitae

Roberto
Florendo

Service Delivery Lead & MSP Specialist

Experienced IT Service Delivery professional with 13 years across MSP, enterprise and managed services environments.

I've built service desks from scratch, owned SLAs end to end, and led teams through significant operational change. I'm looking for a role where there's genuine complexity to work through and room to grow.

roberto.florendo@gmail.com
13 years
experience

Technical Skills

Service Management ServiceNow (extensive), FrontRange ITSM, Zendesk (incl. config & workflow dev), HaloPSA
RMM & Endpoint N-Able RMM, Microsoft Defender for Endpoint, Adlumin EDR
Microsoft Stack Microsoft 365, Defender for Endpoint, Conditional Access Policies, Intune, Windows OS
Networking Ubiquiti — firewall, switch & access point setup, configuration and deployment
Backup & Recovery Cove Backup, Synology (in progress)
Communications 3CX — tenancy setup, call flow configuration, L1/L2 support
General Microsoft Office Suite, Active Directory, Microsoft Exchange

Career History

Service Delivery Lead Jan 2026 – Present
Conekt Australia
  • Proposed and built an in-house MSP service desk from zero — tool selection, process design, documentation, client onboarding and team recruitment.
  • Onboarded 3 managed services clients within the first 3 months of operation.
  • Implemented full tech stack: N-Able RMM, Adlumin EDR, Cove Backup, Zendesk, M365 security baselines and Conditional Access Policies.
  • Led recruitment and structured onboarding for new service desk staff.
Service Delivery Coordinator Jul 2024 – Jan 2026
Conekt Australia
  • Expanded scope to include helpdesk strategy, QA and direct client support.
  • Managed MACs, IT hardware quotes, and collaborated with Sales and Directors on order compliance.
  • Drove continuous improvement with a focus on customer satisfaction and process efficiency.
Service Delivery Coordinator Oct 2023 – Jul 2024
Conekt Australia
  • Managed end-to-end procurement of ICT, Managed Print and Automation solutions.
  • Led project planning and delivery including milestone tracking and stakeholder communication.
Service Delivery Coordinator Jul 2021 – Apr 2022
DXC Technology
  • Managed onsite technical teams across multiple locations as technical and customer-facing escalation point.
  • Oversaw daily queue management and weekly SLA and financial performance reviews.
Service Delivery Manager Jul 2020 – Jul 2021
DXC Technology
  • Held single service owner accountability for contractual SLA delivery across multiple delivery towers.
  • Managed labour and technology costs against Plan of Record to achieve target margin.
Service Desk Team Leader Feb 2015 – Jun 2020
DXC Technology
  • Scaled the team from 5 to 25 analysts during a significant client expansion period.
  • Managed the transition from leveraged to dedicated service desk model.
  • Ran regular 1-on-1 coaching sessions focused on performance and career development.

Certifications & Education

2025
Microsoft Certified: Azure Fundamentals
2025
3CX Basic Certification
2013
EXIN ITIL V3 Foundation Certificate
2008 – 2009
Cert IV in Information Technology — Hornsby TAFE