Incident Manager / Team Lead Resume Matawan, NJ - Hire IT People

SUMMARY:

Strong competency and support for HP and Konica Minolta MFPs, IBM, HP / Lenovo and Dell desktop and laptop configurations, Incident Management.
Proficient in Windows® 7/8/10, Microsoft Office, Microsoft Exchange, Active Directory, FrontRange HEAT, BMC Remedy, Crystal Reports, Vector Networks PC - Duo products, Riverbed WAN Optimization, Websense E-mail Security, Symantec Ghost and Enterprise Vault, Dameware, RDP, Cisco switches and routers, ServiceNow, Icinga.

PROFESSIONAL EXPERIENCE:

Incident Manager / Team Lead

Confidential, Matawan, NJ

Proactively manage Severity 1 and 2 incidents for Top Tier customers.
Produce professional customer communications to convey updates and plans of action for incident resolution.
Engage on lower severity incidents or changes when escalated.
Create Incident Reports within agreed SLA.
Attend weekly, bi-weekly and monthly customer calls to discuss process, RCA’s and on-going incidents.
Consistently produced high quality Incident Reports.
Consistently recognized by Service Managers across the organization for quality of work.
July 2019 - Promoted to Regional Manager of U.S. and U.K. teams.

Service Desk Support Analyst Level II / Team Lead

Confidential, Princeton, NJ

Maintained high-volume Incident Management queue according to Service Desk policy.
Spawned Change Request and Problem Management tickets when appropriate.
Created and sent Severity Notification E-mails, adhering to rigid specifications.
Produced Turnover reports at change of shift.
Attended weekly customer management call, representing the Service Desk
Consistently one of the top analysts with highest ticket quality on a monthly basis.
Consistently one of the top analysts in ticket resolutions.

System Administrator/IT Support Specialist III

Confidential, Manalapan, NJ

Resolved escalated hardware and software issues.
Maintained Active Directory and Exchange.
Produced and analyzed metrics to ensure adherence to SLAs.
Conducted performance appraisals of staff of 8 employees.
Promoted to Help Desk Manager during company merger.
Developed batch files to deploy applications using Enterprise inventory software.
Implemented Quality Control Procedures and Test Methodology.
Assessed the need for upgrades to hardware and software, maintaining aggressive schedule.
Managed Build Team, producing on average 350 new builds and upgrades per year.
Reduced need to purchase costly equipment by maintaining and optimizing existing systems.
Maintained Help Desk interface for positive customer impact.

Supervisor of Computer Operations/Mid-Atlantic Region

Confidential, East Hanover, NJ

Managed daily operations of the mid-Atlantic region for timely creation of financial system reports.
Centralized reporting and administration; created monthly 401K reports.
Conducted annual personnel reviews against operational plan, company targets, and individual goals for three direct reports.
Streamlined operations for efficiency, eliminating the need to purchase costly storage media.
Successfully managed output of seven distinct databases, in four separate locations.
Assessed and addressed the need for upgrades to hardware and software.
Created time-sensitive jobs to perform necessary backup of file creation.
Created and managed date- and time-sensitive file transfers to a central banking institution to ensure funds were consistently available for payroll.
Inaugural member of President’s Council.

Computer Operator

Confidential

Produced daily reports and payrolls.
Electronically transmitted large deposits to central bank.
Ran weekly invoices.
Point-of-contact for hardware and software releases.
Setup and installation of printers and dumb-terminals, including running any required cabling.
Integral in consolidating 3 remote locations into central processing site, leading to promotion.
Produced quarterly and annual reports consistently ahead of schedule, eliminating costly overtime.