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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 .

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