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Incident Management Analyst Resume

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Nashville, TN

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SUMMARY:

To obtain a challenging and rewarding position in the business field, utilizing my strong background in computer skills and customer service. Perform efficiently in a fast - paced, changing environment, handling a wide variety of tasks. I have strong organizational skills, attention to detail, and excellent follow-up skills, hardworking, self-motivated and determined to do my very best every day and help as many people as possible

CORE COMPETENCIES:

  • Customer Support Supervisor
  • Bi-Lingual Support Representative
  • Telemarketing
  • Helpdesk
  • Remedyforce/Salesforce
  • PingOne
  • Microsoft Teams
  • Reflections/ Unix
  • PC knowledge
  • Networking
  • Microsoft Office Products
  • Outlook

PROFESSIONAL HISTORY:

Incident Management Analyst

Confidential, Nashville, TN

Responsibilities:

  • Management of Major/Critical incidents which have significant business and revenue impact and primarily involving large scale infrastructure issues or high-risk data or application issues
  • Oversaw company communications for incidents relating to the current or potential impact, action items, resolution steps, and change request implementation
  • Ensured all support teams followed the incident management processes and procedures while driving incidents to resolution and restoring service for our customers in the fastest possible manner
  • Documented the timeline of events that occurred during incident resolution in support of post mortem root cause analysis
  • Monitored all production environments for production-related outages, connection issues, and transaction errors
  • Managed multiple production outage bridge calls simultaneously involving multiple internal support teams and vendors
  • Trained incoming staff on all incident management processes and procedures to ensure the best possible user experience and service delivery
  • Audited piers day to day activities and provided on the spot corrections,, and knowledge transfer
  • Researched, documented, and wrote standard operating procedures for the Global Technology Operations Center that captured previous tribal knowledge in a format that is easily utilized by current and incoming staff
  • Standard Operation Procedure (SOP) develop documentation, procedures, and trained team members.

Command Center Operator

Confidential, Nashville, TN

Responsibilities:

  • Network technician for network Command Center
  • Monitor high availability circuits, servers, routers and switches.
  • Monitor production traffic on numerous networks across multiple platforms ensuring 100% connectivity availability for all pharmacy and medical real-time transactions.
  • Troubleshoot issues with real-time medical transactions such as eligibility claims, pharmacy claims and laboratory results.
  • Create and handle helpdesk trouble tickets for internal and external issues. Use of MUTT, Vantive, Outlook, Lotus Notes, and PPM.
  • Receive internal and external calls from users and customers with networking and/or connectivity issues ranging from connections, server issues, application issues, circuits.
  • Trouble-shoot technical problems and escalating to outside or internal resources.
  • Re-establishing connectivity for customers, initiating dial backup for customers, documenting and creating trouble tickets, and generating availability reports
  • Monitor and troubleshoot connectivity using Stratus VOS, Sun, Patrol, CMS, Unix, TCP/IP, X25, LU62, and SNA. Skills utilized include SmartCode VNC, Netcool, Master monitor, RT-tools, Iron Mountain
  • Stations used Sun Solaris Platforms, IBM, BMC Patrol, Cisco Works, Procomm, VMware, and other PC communication software.
  • Customer service focus, as well as strict adherence to security compliance.
  • Escalation of high level security events to proper authorities.
  • Provide package handling by receiving packages, documenting deliveries.
  • Physical security monitoring and reporting. ticket reviewing and documenting.
  • Provide Badge and directing clients to designated areas.
  • Escalating circuits out to the carriers.
  • Ran nightly/weekly Media backup

Customer Service Supervisor

Confidential, Nashville, TN

Responsibilities:

  • Previous position with WebMD as Pharmacy Customer Support Supervisor for monitoring calls; performing weekly and yearly evaluations along with generating monthly status reports

Lead Pharmacy Customer Support Representative

Confidential, Nashville, TN

Responsibilities:

  • Responsible for overseeing and assisting pharmacy customer support representatives; handle customers concerns and resolve escalated issues.
  • Also, responsible for payroll and phone reports for all customer service departments.

Bi-Lingual Customer Support Representative

Confidential, Nashville, TN

Responsibilities:

  • Assist pharmacies with electronic insurance claim problems in both English and Spanish.

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