SUMMARY:

• ITIL V3 Foundation, Managing Across the Lifecycle (SS, SD, CSI, OSA, PPO, RCV, SOA)
• 10+ Years (Service Desk, Environment/Incident/Problem/Release Management)
• I have been working in the IT Support position for the last 10 years, and have supported Retail, Medical, Insurance and Financial Companies.
• Incident Management
• Service Desk (NOC) Management
• Environment Management
• Project Management
• SharePoint Administration
• Metrics Analyst
• Problem Management
• Release Management
• Change Management
• Development
• AlarmPoint Management
• Enterprise Command Center

TECHNICAL SKILLS:

Skills: MS Office MS SharePoint MS SharePoint Designer MS Publisher Microsoft Server R2 Microsoft OS 95 - 8 MS Projects 2007 Informatica MySQL Maximo Remedy HP Operations Manager Compuware SiteScope HP Business Availability

PROFESSIONAL EXPERIENCE:

Confidential, Boston, MA

Incident/Problem Manager (Contractor)

Responsibilities:

• Worked as an Incident/Problem Manager supporting large financial web sites such as www.merrilllynch.com
• As an incident manager working within the Confidential selection of Confidential, I would engage support teams on a bridge call and work with these support teams to ensure a timely and accurate resolution to restore functionality.
• After functionality was restored I would continue to investigate the impact through the problem management process, including root cause investigation, preventative measures, and monitoring requests
• Worked with Sr. Management for high impacting incidents to create and document a Post Event Problem Review (PEPR) by holding a meeting with all support teams involved in incident resolution and create corrective actions and tasks to ensure this impact is avoided in the future
• Worked with Sr. Technical staff to review completed corrective actions were documented and meaningful before closure
• Worked as a project lead to design a new ticketing system to be used which would allow a (Remedy) feel by using PHPRunner with additional requirements needed to fulfill current expectations
• Worked as the Project lead to Proof of Concept (POC) a new knowledge base product to be introduced within a $400,000 budget
• Worked as a system analyst to provide reports using Excel and Tableau to showcase the value of the team, as well as daily work tasks, monthly metrics, yearly metrics, team metrics, and individual metrics

Confidential, Woonsocket, RI

Incident/Problem Manager (Contractor)

Responsibilities:

• As a part of Incident Management during high Severity issues were a bridge call is needed to support a resolution and restore users to service, it’s my job to facilitate these bridge calls to help keep control and document the process in which the technical leads work to resolve the issue
• Worked with Sr. Management to ensure they were informed of current high severity incidents Confidential all times
• Worked with Release Management to ensure any incident that may derive from a code release are managed and resolved as quickly as possible
• As Confidential is split in to 2 companies, Retail, and Pharmacy, I rebuilt and merged the databases for Problem Management into 1 database instead of 2
• Automated the sending of communications for major incidents from initiation to resolution by building and maintaining workflows built in SharePoint designer 2007 and published to a SharePoint which I built as a place to store all major incidents
• As a part of the Problem Management team, I automated the process of turn over from Incident Management to Problem Management, follow up on RCA’s, and data entry into the Problem Management database
• Completely built the automated process of submitting an RCA from support teams. Created the documentation and processes involved in the RCA Submissions and rolled out the new process to all support teams across the U.S.
• Followed through the problem process to completion of RCA’s, knowledgebase updates, known error database entries, and the implementation of changes as a result of the major incident if needed

Confidential, Glendale, AZ

Incident Manager III(Enterprise Command Center)

Responsibilities:

• Worked with VMWare during administration of VM Servers, ILO during Administration of Physical Servers. Troubleshooting within an IDF, and MDF, Work with Putty to troubleshoot network devices. Work with Confidential &T Business Direct, Avaya Admin Console for Telephony issues, and setting up users for Avaya VOIP services
• Acted as the first contact when multiple users call the Service Desk about an issue with an application. I review the issue and resolve if possible. If out of my knowledge I consult Tier 3 Application Support
• As a part of Incident Management during high Severity issues were a bridge call is needed to support a resolution and restore users to service, it’s my job to facilitate these bridge calls to help keep control and document the process in which the technical leads work to resolve the issue
• Send IT Alerts to both IT and the Business when requested through the service catalog, to inform the user community of vital information
• Work with Release Management during release weekends to ensure deployment of new codes and updates are completed, worked with the business to validate the changes have been successful
• Extensive knowledge of Environment Management, and Incident Management
• Work with the Infrastructure Tools Team, to setup, modify, and implement alerting for both applications and servers, to include HPOM, SiteScope, Compuware, and HP Business Availability Center
• Rebuilt and maintain the Problem Management Database, and produce weekly and monthly reports for Problem Management, Operations Manager, and the CIO via PHPRunner
• While working for EM Midrange, I was responsible for Deploying code and applications to the test environments before they went in to production
• Maintaining the test and production environments, as well as setting up monitoring for the test environment
• Created an inventory of all servers within our test and production environments
• Transitioned Application ownership from Developers to EM Team
• Created and maintained the SharePoint site for Production Control, EM Engineers, and the Production Operations Bridge
• While on the Service Desk I worked with the T2 - RDM Team, by remotely fixing customers issues
• Maintained the Major Incident Update Report; since I started to maintain the MIU I have reconstructed it to be more efficient with less wasted time updating it
• Volunteered to be an instructor for the Confidential Cares program in teaching Confidential risk children how to use PowerPoint and create layouts in Word for their Presentation to be presented Confidential the end of the program
• Within 2 months of being hired as a contract employee I was given a raise which lead to me being the fastest hired contractor to full time
• Worked with Platform Services on many issues regarding Outlook, and Exchange Servers, which lead to me creating the knowledge base for the NOC to resolve most conflicts with Outlook
• Acted as the SME for the launch of the Juniper Web VPN, created all support documents, tags and links dealing with the Web VPN