Incident Commander Resume Cincinnati, Ohio - Hire IT People

SUMMARY:

Service Desk leadership on Change, Problem and Incident Management, hands - on global delivery model leveraging offshore locations, domains, with ITIL best practices for P0, P1, P2 incidents, in a 24x7 environment, or be on-call. Expertise driving resolutions, change, and identifying root cause analysis.

TECHNICAL SKILLS:

4+ years at the Management level, supporting global enterprise customers.
Practical experience with multiple subject matter expert (SME) support teams.
IT Services Management (ITSM) with a focus on Service Operations in ITIL Life Cycle.
5+ years of Major Incident, Problem, Change Management with subject matter expertise.
Cyber Asset, NERC CIP experience for protecting electrical grid infrastructures clients.
10+ years of experience in a technical support environment, handling highly complex issues.
Extensive knowledge of all technical support functions and related engineering responsibilities.
Excellent communication and interpersonal skills.
Experience in driving/supporting multiple high priority applications.
10+ years of total IT Industry experience on IT Service Management and ITIL Processes.
High efficacy, responsiveness, coordinating multiple teams and managing high priority issues.
Long-term experience navigating within ITSM Service Management processes and tools:
SAP CRM Incident
Service Now
BMC Remedy
Active Directory
LandDesk
A deep understanding of interconnected network devices
Incident Trending, Analysis and Service Improvement
Experience working with Help Desk teams, Call Center Teams, and Application Owners
Incident/Problem/Change Management
Enterprise systems supporting financial, banking, using Internet and web portal services, web based applications, databases, virtualized servers, network devices and mainframe systems in a 24/7 environment.

PROFESSIONAL EXPERIENCE

Confidential, Cincinnati, Ohio

Incident Commander

Responsibilities:

Service Now: Ensured effective resource management and service restoration.
Perform ITIL analysis and apply ITIL best practices for Global offshore locations.
Resolved change related problems, access, applications, and infrastructure in EMEA regions.
Actively prioritized and directed P1, P2 incident bridge lines and chat, with sense of urgency.

Service Desk Analyst

Confidential, Cincinnati, Ohio

Responsibilities:

Cyber Security assets, Utility, Electrical Grid, NERC/CIP protocol compliance and enforcement.
BMC Remedy: ITIL Transition Team for Confidential - Confidential Project
ITIL Service Desk Analyst, Change, Problem, and Incident Management
Support web portals: SharePoint, SAP, Office 365, MS Office, Exchange & proprietary apps

L3 Analyst

Confidential, Cincinnati, Ohio

Responsibilities:

Incident Management for Managed Services
SAP CRM Incident: HIPAA - ITSM Incident, Project Management
Project Leadership for mission critical Change, IT Healthcare Transition Team

Team Lead

Confidential, Louisville, KY

Responsibilities:

Help Desk/Nesting Coach: developed and trained 150 Tier 2 new hires.
CSG/ACSR CRM platform, AVAYA, Centre Vue, and Workforce Management tools.
Managed 12-15 member Teams for 300,000 + customer base with 300-seat call center.
Supported two Business Divisions: Cable Television and Internet Service Provider (ISP).
Contributed to Knowledge base (SKMS), revised and updated workforce management tools.

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Incident Commander Resume

Cincinnati, OhiO

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