ITIL and Operations Leader Resume Wauwatosa, WI - Hire IT People

SUMMARY

Information Technology Operations Professional with effective technical and leadership skills, focusing teams on attaining results.
An effective oral and written communicator thriving in a challenging fast paced environment.

PROFESSIONAL EXPERIENCE

Confidential, Wauwatosa, WI

ITIL and Operations Leader

Responsibilities:

Manage Service Desk operations in OnPrem and Azure deployments
Works closely with Incident and Problem Managers to follow and practice GE established ITIL standards and guidelines.
Manages Change process by providing daily risk review with recommendation of approval/rejection of proposed work.
Provides IT leadership with meaningful data driven results.
Produces measurable performance results in a highly challenging and rigorous hosted customer environment.
Manages CMDB environment overseeing accuracy and relevance of teh data.
Participates in attaining and maintaining HITRUST and SOC2 healthcare certification.
Produces evidence of compliance during SOC audit investigations.
Facilitates and promotes transitioning day to day work tasks to skilled contracted technical engineers

Confidential,Wauwatosa, WI

Incident and Problem Manager and Project Manager

Responsibilities:

Works with teh Operations team to keep hosted GE Centricity™ systems safe, available and current for external healthcare organizations, hospitals and clinics.
Provides expertise in incident, problem, change and project management.
Possesses ITIL expertise and enforces GE established best practices
Promotes and follows teh GE HTS System Development Life Cycle.

Confidential, Wauwatosa, WI

Primary Incident Manager

Responsibilities:

Manages Confidential incidents, driving to resolution in a timely manner, within service level agreement guidelines.
Creates incident tickets, gathers outage information, engages and escalates to appropriate teams, sends incident notifications, drives teh incident to resolution and performs incident analysis.
Performs problem management to determine outage root cause and corrective measures.

Confidential, Deerfield, IL

User Support Team Lead

Responsibilities:

Key point of contact to troubleshoot hardware/network issues and expedite resolution to provide ease of access to information and ensure smooth continuous operations.
Participates on a corporate team to implement enterprise - wide Service Desk. Includes software application, procedures and training. Results include establishing best practices and providing cost effective operations.
Organizes and performs disaster recovery exercises on database, server and desktop platforms.
Transition DR services from SunGard to a mobile onsite recovery system.
Responsible for departmental administration, computer and telephony equipment life-cycle management and network configuration and support.
Analyzes equipment depreciation schedule and develops cost/benefit analysis for management.
Oracle database administrator, performing all aspects of capacity planning, architecture, maintenance and backup capabilities.
Researches, purchases and installs Avaya phone system and phone sets.
Researches, purchases and deploys Juniper SSL/VPN appliance.

TECHNICAL SKILLS

Software: AWS Managed Services Exposure, Azure DEVOPS, Rally, Tableau, Graphana, MS Office 365, MS Access, Project, Visio, OneNote

CMDB Software: ServiceNow, Service Desk Manager, BMC Service Desk Express