SUMMARY:

• Customer Relationship Management Team Building, Motivating & Customer Focused
• Service Availability and Incident Metrics Reporting Release/Change Implementation Management

PROFESSIONAL EXPERIENCE:

Confidential

ITIL Manager

Responsibilities:

• Facilitate Post Incident and Root Cause Analysis reviews to ensure solutions are identified within established OLA and SLA guidelines.
• Identify, escalate and remediate critical/exploitable security vulnerabilities with appropriate technology teams.
• Lead the Change Advisory Board and collaborate with business and technology stakeholders to mitigate potential risk.
• Identify meaningful events and link them to ServiceNow ServiceWatch to automate monitoring of critical infrastructure.
• Track and maintain planned/unplanned uptime and availability of critical business services.
• Manage, maintain and provide continuous service improvements to the Problem, Change, Event and Availability processes.

Confidential

Lead - Global Problem Management

Responsibilities:

• Lead a team of five Problem Managers who facilitate, communicate, and drive the resolution of Critical Problems within designated SLAs.
• Provide Critical Problem and PKE status reports to business and technology stakeholders.
• Work with technology domain leaders as needed to escalate the timely completion of tasks related to Problems and Known errors close to missing their target completion dates.
• Identify and submit service enhancement requests to optimize the Problem Management process.
• Engage Major Incident, Change/Release, Event, and Service Management leads as required to ensure inputs and outputs to/from Problem Management are streamlined.
• Selected by the managed service provider (TCS) to ensure Major/Critical incident transition continuity within an organization that exceeds 100 billion dollars in revenue.
• Trained, and coached a team of 15 Critical Incident managers located within India, Philippines, Spain, Mexico, and Brazil to ensure operational excellence is maintained.
• Provided KPI’s and other performance metrics to ensure Critical Incident response and restoration met designated Service Level Agreements.

Confidential

Coordinator

Responsibilities:

• Held technical stakeholders accountable for all high severity IT Incidents globally (NA, LA, EU, AP).
• Facilitated high impact Incident calls during extreme production outages.
• Sent Major Incident Alert communications to 5,000+ business and technology stakeholder recipients.
• IT liaison between internal Cargill IT teams; including external datacenter hosting providers.
• Innovated and implemented Major Incident process improvements.
• Identified and closed gaps in incident escalation and execution.
• Provided daily and weekly incident reports and metrics.
• Provided leadership support to executives and IT leaders.
• Schedule and facilitate Problem Management meetings to pursue root cause of Major/Critical incidents.
• Assign and follow up on action items to perpetuate implementation of a permanent solution.
• Update and maintain the Known Error Data Base.
• Craft and publish a Problem Summary detailing root cause, workarounds, and permanent solutions.

Confidential

Incident & Problem Manager

Responsibilities:

• Ownership for all high severity IT Incidents in North America.
• Ownership of driving technical teams to provide Root Cause Analysis and implement a permanent fix.
• Drive weekly Incident & Problem meeting to provide current Root Cause and Incident detail to management.
• Facilitate high impact situation rooms and or bridge calls during extreme production outages.
• Create and document Major Incident Executive summaries.
• Prioritize existing Problems, and provided Problem Summary document after permanent fix implementation.
• Implementation of new Incident processes with new/upcoming production systems.
• Manage and send targeted Major Incident communications to business and technical stakeholders.
• Manage paging system to engage technical resources to troubleshoot Major Incidents.
• Trend analysis to proactively eliminate potential risks to production environments.
• Oversight of the Incident severity guidelines and resolution SLAs for Global Major Incidents.
• Manage and maintain data integrity of product Availability/Reliability management system.
• Accountability for all application & infrastructure Requests for Change in North America.
• Evaluate change requests for Planning, Risk, Impact and Validation Controls.
• Establish and enforce ITIL change policies that promote successful implementations while reducing risk.
• Partner with IT, Business and Vendor resources on individual change collaboration.
• Backup facilitator for the weekly Change Approval Board meetings for the North America Region.
• Create and communicate on monthly/yearly change management reporting metrics.
• Assist in creating release and implementation timelines.

Technical Support Analyst

Confidential

Responsibilities:

• Support 100+ production systems/applications utilized as the core systems for generating revenue of 30 billion annually.
• Maintain basic troubleshooting knowledge in Network, Windows Server, Unix, Storage, and VMWare solutions.
• Responsible for coordination of small/medium size support projects for new production systems.
• Coordinate advanced troubleshooting efforts impacting internal and external partners.
• Ensure Standard Operating Procedures were kept current to ensure minimal downtime.
• Assist in maintaining known error repository.