TECHNICAL SKILLS:

MS Office Suite Windows Operating System ServiceNow, Everbridge Proofpoint Symantec Cloud

PROFESSIONAL EXPERIENCE:

Confidential

Sr Manager Global Service Desk / Incident Process Owner

Responsibilities:

• Created Global IT Services team with management resources located in North America, APAC, India, and EMEA.
• Provided Helpdesk and Desktop for 4000 global users.
• Led project to identify, coordinate, and upgrade all Windows 7 systems to Windows 10.
• Continuous Service Improvement of Global IT Services Team.
• Developed Incident Management process best practices, policies, and procedures.
• Launched and documented Critical Incident Management Process.
• Trained management resources and staff on Incident and Critical Incident Management Process.
• Responsible for communication and updates of Critical Incidents.
• Hold Post Incident Review sessions for Critical Incidents.
• Championed organization change management to follow ITIL best practices.
• Established KPIs and CFSs for incident management that align to business goals.
• Educate IT and Business resources on the Incident and Critical Incident management process.
• Develop and maintain strong working relationships with business units.
• Perform IT strategic planning, budgeting, forecasting, and skill requirement assessments.

Confidential

Incident Management Process Manager, VP

Responsibilities:

• Certify the Incident Management process operates per the documented policies and procedures.
• Report, monitor, and analyze Incident Management reports and metrics/KPIs (focus on those out of tolerance).
• Confirm the process is executed appropriately at each step by guiding/training practitioners & LoB performance partners.
• Ensure and improve the quality of data within the ServiceNow Incident Management module.
• Oversee research and identification of incident trends that may require activity within other ITSM disciplines.
• Provides oversight and training to maintain quality in documentation and expected outcomes.
• Partner with Confidential Audit to effort and remediate any ISM’s or self - identified issues.
• Responsible for managing and maintaining the Incident Management roadmap tasks.
• Execute and document quarterly risk testing controls.

Incident Process Maturity Lead, VP

Confidential

Responsibilities:

• Developing and maturing the ITSM Incident Management process.
• Responsible for socialization and training of the process, measures of the current state, and action items associated with the maturity plan.
• Working with ITSM performance partners to improve Incident management programs within LOB.
• Process, KPI, and Incident metric improvements.
• Incident management representative for enterprise business continuity drills and after action reports.
• Established weekly incident trending meetings building toward the Incident Management Community of Practice.
• Member of ITSM Community of Practice.

Watch Officer Enterprise Fusion Center, VP

Confidential

Responsibilities:

• Critical incidents coordination and communication to Senior Management, business unit, and recovery teams.
• Facilitate, organize, and participate in incident response exercises.
• Creation of Run Books for Recovery Management.
• Problem record coordination of P1 / critical incidents.
• Participate in post incident review of critical P1 incidents with technology recovery resources and problem management team.
• Host Operational Daily Turnover meeting to recap previous day’s events.
• General site responsibilities for the Enterprise Fusion Center.
• Define position requirement and write job description. First Person within Confidential to hold this position.

Operations Manager, AVP

Confidential

Responsibilities:

• Oversee daily operational support staff and problem management for the messaging technologies team.
• Managed nine full-time staff and five contractors.
• Responsible for Priority 1, 2, and 3 incidents SLA's.
• Introduced self-service for routine messaging requests.
• Initiated biweekly meetings with Help Desk, Critical Incident Management, Network Operations and Field Services to discuss future changes, support issues, and process improvements.
• Budget management and forecasting for licensing of IBM Lotus Notes Client, Domino Server, and ancillary products.
• Messaging Architect for Confidential Cloud computing environment collaboration team; navigate industry regulations and manage development of messaging solutions and hosting solutions for Cloud Messaging.
• Vulnerability Management and remediation coordination.
• Documented and implemented Messaging Technologies Business Resiliency and Disaster Recovery plans.
• Successfully completed three audits of the messaging platform within one year.
• Shared Infrastructure Services Windows 7 application representative.

Software Engineer Senior

Confidential

Responsibilities:

• Vendor assessment, training documents, coordinated resources for migration activities, created self-help guides / FAQ documents.
• Redesigned Confidential ’s messaging infrastructure, to provide DR/BR capabilities between two geographically dispersed data centers.
• Designed, implemented, and managed the PNCGIS/BNY Mellon strategic options for email.
• Designed and developed rules and controls for MTS work from home program, achieving better work/life balance for Technology employees. Later adopted by multiple other technology groups.
• Project manager for Confidential ad hoc email encryption and data leakage prevention systems.

Software Engineer Lead

Confidential

Responsibilities:

• Project Manager of seven merger and acquisition (M&A) messaging activity.
• Created documentation, support model for migration weekend, and post-conversion support of Confidential M&A.
• Project Manager / facilitator of corporate email encryption O/ETLS project.
• User support for IBM Lotus Notes and IBM Domino server issues.

Confidential, Pittsburgh, PA

Senior Systems Analyst

Responsibilities:

• Managed implementation of Blackberry Enterprise Solution, enabling mobile user communication.
• Developed anti-spam system for Confidential Ground messaging system.
• Provided support and oversight of 30 mail servers with 8,000 Domino users. Administrated the messaging infrastructure.
• Traditional Help Desk and PC install support.