SUMMARY:

• Experienced Service Management professional with technology and mortgage banking and utilities services background. Over 15 years of Service Management experience (Incident, Problem, and Change) in a data center environment supporting all areas of infrastructure.
• Goal oriented with excellent written communication skills including technical procedures, training documentation, contingency planning, and SLA reporting. Good organizational skills with the ability to manage changing priorities while keeping focus on incident resolution. Change Management experience includes leadership of daily/weekly Change Management meetings and all related processes.
• Strong technical aptitude with advanced experience in supporting, troubleshooting, implementing and training of many industry standard software applications and platforms. Advanced knowledge of Microsoft Office applications and Exchange mail services, LAN/WAN connectivity, and remote client access. Experience with supporting internal client - specific applications and network server and telecommunications connectivity.
• ITIL Foundations certified.

PROFESSIONAL EXPERIENCE:

Confidential, Richardson, TX

Major Incident / Change Analyst

• Primary point of contact for Change Management. Responsible for all reporting, tracking, and leadership of the weekly Change Advisory Board meetings.
• Incident and Problem management duties relating to incident root cause analysis and preventative measures to minimize current and future impact to the business. Responsible for leading the timely resolution of business/client impacting technology incidents including research and document root cause of incidents.
• Daily responsibilities included: Incident management, meeting/call facilitation, coordination and communications during critical outage situations, problem management, and production communication. Change management administration.
• Responsible for training, process improvements and documentation of enterprise policies and procedures, distribution lists, reports, and templates.
• Administrator of Vivantio ticketing system. Responsible for all change and incident management reporting including monthly SLA reporting.
• Rotational on-call support.

Confidential, Lewisville, TX

Sr. Incident Manager /Business Systems Analyst III

• Senior team member responsible for leading the timely resolution of business/customer impacting technology incidents including research and document root cause of incidents.
• Problem / Change management duties relating to incident root cause analysis and preventative measures to minimize current and future impact to the business.
• Daily responsibilities included: Incident management, meeting/call facilitation, coordination and communications during critical outage situations, problem management, production communications, team scheduling and website / team room updates.
• Responsible for training new team members and documentation of enterprise policies and procedures and templates.
• 24x7 on-call support.

Confidential, Horsham, Pennsylvania

Senior Helpdesk Coordinator / Service Management Coordinator

• Responsible for Service Failure Management for all system outages. This included reporting, tracking, Daily Production Meeting facilitation (with IT Leaders), policy communication, and daily support of Service Management administrative duties.
• Responsible for Change Management reporting and Incident follow-up at Daily Production meetings to ensure IT teams communicated changes throughout the organization. Ensured that all Incidents and Changes were documented properly and enterprise standards were followed. Responsible for leadership of the weekly Change meeting.
• Provided technical support for national and international multi-level helpdesk. This included various Microsoft platforms as well as data/wan connectivity, remote access, Citirx and other technologies.
• Responsible for creating, revising, and distributing technical documentation for new and existing procedures for the team. Also coordinated contingency planning for the team for disaster recovery and emergency situations.
• Responsible for other backup supervisory projects and duties when leader was absent.
• On-call responsibilities for first level support and service failures on a rotating schedule.

Confidential, Greensboro, North Carolina

Lead Help Desk Analyst/Supervisor

• Accomplishments include the installation, implementation, administration, and training for new Helpdesk System (Magic - Network Associates) across three sites. Basic report writing for this system using Crystal Reports. Technical documentation including procedures and training materials for new systems, applications, and processes.
• Management duties included team leadership, staffing, scheduling, and contingency planning. Responsible for the administration of the help desk tracking system, statistical reporting, monitoring system downtime and user/management notification, and ensuring requests and problem calls throughout the division were handled in a timely manner.
• Provided technical support and troubleshooting hardware and software in a Windows/NT/Novell environment. Support of internal business units, remote users, and client connectivity.
• Responsible for written communication to the business units regarding procedures and security issues, system changes, downtime, and new software implementation / installation.
• Supported network administrators and application developers by helping with systems projects and application production issues. Helped them use the Help Desk tracking to maximize efficiencies and standardize procedures throughout the division.
• Security and Network Administration; including adding users, password management, and assigning user rights (NT/Novell). Responsible for ensuring these procedures are accurate and updated in a timely manner. Security badge system administration (CCURE System).