Major Incident Manager Resume Coppell, TX - Hire IT People

PROFESSIONAL PROFILE:

I am a Major Incident manager prevents SLA violations by enabling multi - level proactiveresponse and resolution escalations.
I am able to keep management informed at everystep of the incident.
I have improved turnaround times and resolution quality byensuring proper teams is engaged and escalations to management as appropriate withover 5 years of ITIL experience.
My main goal is to reduce customer downtime andincreased customer satisfaction.
Process improvementEnterprise platformsAbility to function as an individualProduction
Release Managementcontributor and/or a member of aNetwork securityteamNetwork protocolsProductivity improvementMicrosoft OfficeOutstanding analytical, problem-Report analysissolving, and troubleshooting abilitySecurity systems expertiseRemedyServicenow
Reporting Incident Management Root Cause Analysis (RCA) SLA Compliance Kepner-Tregoe RCA methodologyAudit Compliant 5 years of ITIL experience.Strong problem solving ability Pending ITIL v3 FoundationsFive Whys RCA Analysis.

EXPERIENCE:

Major Incident Manager

Confidential, Coppell, TX

Responsibilities:

Participation in Change Advisory Board for a weekly review of changes beingentered into production.
Produce trends analysis of recurring Problems/Incidents extract trends onIncident types.
As an incident manager I directly work with the subject matter expert (SME) ofthe malfunctioning system to develop potential solutions.
Problems/Incidents extract trends on Incident types.
Execute notifications and escalations.
Ensure that accurate timelines of recovery plans and activities are documented.
Manage Major Incidents to resolution when engaged.
Ensure the appropriate level of technical or business skill is actively engaged.
Participate in post Major Incident root cause analysis (RCA) as requested usingthe Five Whys Analysis.
Problem management experience.
Delivered an IT Service Management (ITSM) environment based on ITILbest practices.Enforcement of the Change Management / critical change window.
Authorize recovery actions on Major Incidents resulting from failed change activity.
Working knowledge of the SDLC process.RCA Focal Root cause analysis provides root cause data that can be used by theproject team and senior management to assist them in preventing futureincidents from occurring and past incidents from recurring, improving processesto improve quality and customer service.
Key Performance Indicator (KPI) Reporting I have created many KPI reports withnumber of incidents attributable to different business/organization areas.
Thishelps management to understand which areas are in a state of continualdisruption.

Operations Research Analyst

Confidential, Fort Worth, TX

Responsibilities:

Completed work assignments and priorities in Contact Center OperationsComplies with company policies, procedures, and standards of ethics andintegrity.
Enhanced customer engagement and collects customer feedback Identifies rootcause solutions for Confidential and Confidential issues.
Resolved escalated store merchandise, online orders, and customer issues (forexample, check debt recovery, site-to-store orders, out-of-stock items).
Supports and advises entry level Contact Center agents.

Support Operations manager

Confidential, Dallas, TX

Responsibilities:

Responsible for the Managed Services of 2 Service Desk teams; 17 Technicians fora Standard Service Desk & 17 Technicians for a Sales Service Desk.
Also, managed15 Deskside Support technicians and other varying IT support personnel totaling58 staff members.
Ensured KPI and SLAs are met while maintaining highest level of end users serviceand satisfaction.
Manage Major Incidents as Tier-3 support and escalation.
Delivered an IT Service Management (ITSM) environment based on ITIL bestpractices.
Experience using Kepner-Tregoe RCA methodology.Identified left shift opportunities to increase efficiency and productivity.
Provided hardware and software support for estimated 5000 users.
Documented project activities to ensure deliverables are met by targetedtimelines.
Assisted in preparing and maintaining budgets throughout the life of thecontracts.
Collaborated with client's executive mgmt in governance meetings.

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Major Incident Manager Resume

Coppell, TX

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