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Incident Manager Resume

Seattle, WA

PROFILE:

Senior - level support professional with 10+ years of progressive support and leadership experience working with Fortune 50 companies. Recognized for building proficient teams, identifying critical gaps, and boosting company revenue and branded as an adaptable bridge-builder that exceeds company objectives. Known for demonstrating advanced knowledge of multiple roles while delegating the right tasks and improving organizational efficiency.

COMPETENCIES:

Salesforce | Freshservice | RightNow | Microsoft Dynamics | ASD | ZenDesk | Remedy | ServiceNow | Servers | Databases | SQL | Reporting | eLearning | Bug Validation | Leadership | Analytical | Customer Service | Citrix | Microsoft

EXPERIENCE:

Confidential, Seattle, WA

Incident Manager

Environment: Remedy | ServiceNow |Slack | New relic | MS Office | Confluence | BlueJeans | Teams

Responsibilities:

  • Monitored support channels for outages and service threats, facilitating major incidents to restore services to normal operations and minimize business impacts.
  • Collaborated with the Confidential technology team to plan, develop, and implement goals and objectives.
  • Communicated objectives across client, teams, and departments while assigning multi-phase activities to the appropriate personnel.
  • $2M+ in lost revenue averted by preventing outages and managing high priority escalations as appropriate, ensuring redirection to critical situations when necessary
  • Reduced bugs by identifying risks and capabilities and presenting to senior leaders allowing for internal tool enhancements
  • 10% reduction in needs identified by creating policies and procedures around new features to address tool issues, policy clarifications, and other similar requests

Confidential, Seattle, WA

Infrastructure Analyst | IT Infrastructure Team

Environment: Freshservice | Citrix | Airwatch | Cisco technologies | Linux | Apple | Android | SharePoint | MS Office

Responsibilities:

  • Supported 100+ employees with desktop and remote support.
  • Performed advanced hardware troubleshooting for Cisco networking technologies and annual hardware infrastructure upgrades.
  • Reviewed project requirements and maintained IT infrastructures across five branch locations.
  • Analyzed computer and technological needs and made recommendations to customers.
  • $20,000 saved by fixing wireless infrastructure issues to resolve persistent problems through onsite visits
  • 20% improvement in workplace efficiency attained by innovating and deploying employee technology around workstations, iPads, iPhones, and Citrix environments
  • Increased problem resolution efficiency by pioneering an eLearning content for polices, troubleshooting, and
  • 10% improvement in productivity and usability attained by assisting with the design of the IT room layouts and technical guides

Confidential, Redmond, WA

Tier 2 Operations Analyst

Responsibilities:

  • Identified potential disruptions and outages and updated impacted stakeholders around the status of outages, emerging issues, disruptions, and security breaches averaging 40 cases per day.
  • Maintained company information and security through the implementation of best practices.
  • Reduced user roadblocks by identifying shortcomings of the existing departmental workflow to improve outcomes
  • Millions saved by identifying the right action plan to resolve outages promptly through an automated queue
  • Achieved a 99% accuracy rate by focusing on the feedback details and how those translate to the next team around bug validations

Confidential, Seattle, WA

Technical Support | Technical Services and Support

Environment: ZenDesk | Microsoft Dynamics | Citrix | Bomgar | SharePoint | MS Office

Responsibilities:

  • Handled 20 complex cases daily, providing tier 3 support for issues relating to networking, software, database, and hardware infrastructure.
  • Tracked defects and bugs and analyzed data to produce reports and share with company leaders to identify emerging issues.
  • Increased first contact resolution by producing eLearning content used to train new technical support agents; provided an additional tool for the sales team when meeting with potential partners
  • Reduced future bugs and improved solution times by performing break-fix scenarios to resolve complex technical issues
  • Outperformed team in first-contact resolution by resolving hardware and technical issues using advanced troubleshooting techniques

Confidential, Redmond, WA

Program Manager | Team Lead

Environment: ASD | Microsoft Dynamics | Visual Studio| SharePoint | MS Office

Responsibilities:

  • Produced monthly metric reporting and compiled customer feedback data. Selected by leadership to provide a technical perspective during interviews.
  • 50% reduction in average handle times achieved by creating and administering the team SharePoint sites to enhance communication and increase the visibility of team activities
  • 20% reduction in tier 3 escalation rates accomplished by implementing new policies, procedures, and
  • 20% diminution of unresolved problems attained by forming interdepartmental relationships to gain knowledge on product support
  • 15% improvement in first contact resolution made by authoring eLearning content covering issue identification, troubleshooting, escalation process, and best practices for customer service

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