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Incident Manager/production Support Resume

Richmond, VirginiA

SUMMARY:

My objective is to further expand my career as an information technology professional. I am a highly versatile information technology systems and service management professional with over 20 years of experience supporting both private and public sector agencies using AGILE and ITIL methodologies. I am seeking an opportunity where I can apply my experience and skills.

KEY KNOWLEDGE AREAS:

Service Desk Management Continuity of Operations (COOP) Incident Response Incident Resolution Management Telecommunications Root Cause Analysis Network Administration Remote Access Remedy Support Tool Trainer Subject Matter Expert Administration and conflict resolution for VPN, Enterprise ISP, Blackberry and SecurID ServiceNow

CAREER EXPERIENCE:

Confidential, Richmond, Virginia

Incident Manager/Production Support

Responsibilities:

  • Monitor and run ad hoc jobs on multiple Control - M systems.
  • Prioritize and complete JIRA tickets to ensure completion time meets the Service Level Agreement (SLA).
  • Create and administer accounts in multiple systems to include Control-M, Active Directory, and websites for clients.
  • Create knowledge management articles in Confluence for all processes within the group.
  • Run SQL jobs and scripts in SQL Service Management Service (SSMS).
  • Help train, setup programs, and get access for new employees.

Confidential, Virginia Beach, Virginia

Business Systems Analyst/ Enterprise File eXchange(EFX) Stability Manager

Responsibilities:

  • Provide Subject Matter Expert (SME) guidance of ServiceNow to technical, process, and business group
  • Created ServiceNow reports and dashboards to assist managers on spotting trends
  • Utilized ServiceNow to help analysts spot missing data and ensure quality of tickets to enhanced speed of service
  • Plan and design effective end-to-end service management solutions that drive business value across complex and Enterprises environments
  • Reduced teams’ backlog by over 70% caused by the quality of tickets submitted
  • Processed tickets as a Business/Requirements Analyst to help find trends and opportunities for improvements
  • Provides cost effective and timely on-boarding for Clients to our ITSM systems
  • Ran multiple daily meetings for the technical and business analyst to go over outstanding issues, daily roadblocks, and objectives
  • Participated in Root Cause Analysis research and documentation
  • Prepared detailed documentation by collecting, analyzing, and summarizing information to include failed processes and looks for opportunities to improve stability

Confidential, Richmond, Virginia

Incident Manager and Monitoring

Responsibilities:

  • Managed and facilitated all requirements to execute a High Severity Incident Bridge from initiating a call, engaging appropriate resources on the call per defined practice, maintaining cadence and forward progress of the call and updating the incident records with appropriate notes
  • Oversaw contingency plan execution requests, approvals to implement urgent changes, and approvals to escalate incidents to High Severity status
  • Updated and responded to incidents using HPSM, Resolve, ServiceNow, and PagerDuty
  • Involved in the testing of ServiceNow as a new ticket tracking tool
  • Ensured normal service operations are restored as quickly as possible to minimize business impact
  • Monitored network and system health using Splunk, ARX, Riverbed, Kibana, HPOM, and HPOMi. Used Amazon Web Services (AWS) to help with restoration of cloud-based incident

Confidential, Orlando, Florida

Service Desk Analyst and Remote Access Support Analyst

Responsibilities:

  • Performed problem analysis to resolve issues and answer queries by telephone, email, and chat related to telecommunications systems, computer hardware, software, network and email
  • Support the execution of the Configuration Management
  • Troubleshot connectivity issues to network resources such as shares, email and web applications to include router and firewall configuration
  • Supported continuity of operations for remote access connections and mobile devices to include maintenance of broadband connections, wireless and VPN connectivity, account administration and support for Blackberry devices
  • Coordinated support for remote access between the service desk and Tier III core team. Was integral to the migration from Nortel to Juniper as the liaison between the service desk, management and VPN core team
  • Performed installation, configuration and support for Apple iOS operating system and related applications
  • Investigated and resolved server issues using GOOD client, VMWare Airwatch Agent and Mobile Portal
  • Performed routine account maintenance including password resets, software updates, and other administrative tasks
  • Used SCCM to manage software on desktop computers remotely
  • Tracked incidents using BMC ITSM/Remedy Support Tool from initiation to escalation and closure
  • Served as a SPOC (Single Point of Contact), SME (Subject Matter Expert) and provided 24 hour on-call support for VPN, Passage, Enterprise ISP, Blackberry, SecurID, iPads and iPhones
  • Provided customer service to clients working off-shift hours
  • Prioritized critical issues and oversaw escalation of high priority incidents
  • Provided innovative solutions to improve existing processes and assist coworkers by communicating best practices and continuously sharing knowledge
  • Coached and trained new analysts on service desk processes, procedures, and available tools to increase first call resolution

Confidential, Orlando, Florida

Financial Coach

Responsibilities:

  • Provided financial products and services to families to support managing their financial portfolios
  • Illustrated how to eliminate debt by designing a plan using a detailed analysis for each family
  • Helped clients to develop goals and priorities to successfully save for retirement
  • Protected client financial futures by providing customized insurance policies
  • Received Florida Life, Health and Variable Annuities License, Florida Mortgage Brokers License, and Series 6 Securities License
  • Conducted telephone and onsite interviews.
  • Led hiring boards and supported hiring actions of new team members
  • Mentored team members to succeed and advance within the department and company.

Confidential, Orlando, Florida

Systems Analyst

Responsibilities:

  • Provided support to fourteen unique IBM systems monitored and maintained by different combinations of CA-7, ZEKE, OPC and Control-M using CA-11, CA-Dispatch, SDSF, TSO, and CICS to locate and fix abends
  • Corrected jobs by overriding, modifying and changing the JCL (Job Control Language) Performed password resets and various other administration tasks on system accounts.
  • Used problem tracking system to manage service tickets

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