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Sr Manager Global Service Desk / Incident Process Owner Resume

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.

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