Lead Incident Analyst Resume

SUMMARY

Accomplished and results - oriented Incident Management and Operations/Network Management Professional with extensive experience in all facets of critical events management, planning and analyzing, and customer and quality support services.
Highly organized process improvement leader skilled at building rapport with vendors, customers, and cross-functional teams at all organizational levels.

PROFESSIONAL EXPERIENCE

Confidential

Lead Incident Analyst

Responsibilities:

Identified and constructed new process frameworks, as well as reviewing, recommending, and documenting improvements to established processes.
Ensured proper focus on service restoration and impact mitigation was maintained throughout the incident, operating with fortitude and knowledge to steer the troubleshooting and recovery efforts effectively.
Led the investigation of problems, via root cause analysis, following up on major incidents or through proactive trend analysis and monitoring (proactive remediation).
Solid understanding of ITSM Incident Management and Service Desk disciplines.

Confidential

Incident Manager

Responsibilities:

Executed the incident management process tasks in adherence with established processes and SLAs resulting in service restoration or temporary workarounds.
Worked with excellent critical reasoning and decision-making ability while under pressure.
Assisted in change management processes, reviewing changes in the production environment including implementation, testing, and rollback plans.
Kept internal business partners and external affected customers aware of the status and progress towards resolution of incidents.
Fostered a culture of teamwork, unity, accountability, responsibility, and respect.

Confidential

Incident/Problem Analyst

Responsibilities:

Primary role was to aggregate, assess, resolve, and communicate any complex issues beyond the initial technical support from the Service Desk.
Coordinated and drove technical bridges, asked the right questions, and helped steer support teams towards quick mitigation to limit the financial and reputable exposure of all stakeholders.
Made significant improvements in how incident communications were distributed internally and externally, as well as how Reason for Outages reports were managed and released.
Maintained excellent client relations and service based on outstanding communication, technical efficiency and problem-solving skills

Confidential

Network Operations II/Incident Management

Responsibilities:

Responsible for managing all communications with customers, preparation of required reports, and resolving technical issues
Applied configuration changes via change control system and established processes.
Coordinated regular reviews, maintenance, and upgrade of important components to ensure continuity and/or recovery plan in case of disaster.
Ensured that the IT department complied with requirements, regulations, and policies
Complied with Change Management requests and processes including monitoring and tracking all activities, and participating, documenting, and overseeing that corporate policies and procedures are strictly adhered to .