Sr. ITIL Incident Manager Resume Sandy Springs, GA - Hire IT People

SUMMARY:

Seven years of experience in Incident Management
Five years in multi - client Midrange/Production/Network Support Operations AIX/UNIX, Remedy, SAP R/3, Windows, Maestro, Tivoli, etc.
Two years in transportation industry emergency response management Eight years of experience in application support and training

PROFESSIONAL EXPERIENCE:

Sr. ITIL Incident Manager

Confidential, Sandy Springs, GA

Responsibilities:

Perform Incident and Availability Management functions in a centralized Global Operations Center
Declare high severity incidents, and drive incidents to resolution following ITIL methodologies
Produce After Action Reports to document findings of the Incident Management process, in order to assist facilitating adaptation of Root Cause Analyses.

Operations Manager

Confidential, Nicholasville, KY

Responsibilities:

Managed two teams comprised of seven direct reports
Responsible for development and allocation of $1M+ annual departmental budget
Focal point for supplier management and quality assurance for roster of over 100 subcontractors
Focal point for Major Incident Management during large service interruptions
Designed and implemented inside sales add-on to Incident Management role, generating $1.25M of gross annual sales from inception

Trade Compliance Software Consultant

Confidential, Northbrook, IL

Responsibilities:

Provided implementation and 24x7 support for the Precision Software TRA/X Logistics/Trade Compliance suite
Performed Incident Management role during system outages to service restoration, and composed Root Cause Analysis documents for adaptation

Midrange Server Operations Specialist (Incident Manager)

Confidential, Lexington, KY

Responsibilities:

Performed Incident and Availability Management functions for 20+ clients in a Global Operations Center
Declared SEV1/2 outages, and coordinated associated incident responses, working with multiple diverse international support teams
Recorded all activities involved in service restoration, and utilized collected data to assist in Root Cause Analysis for future-state event mitigation