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Itil Incident Manager Resume

Atlanta, GA


To secure a responsible career opportunity to fully utilize my and skills, while making a significant contribution to the success of the company.


  • Technical Monitoring
  • ITIL Foundation Certified
  • SLA Compliance
  • Critical Observation


Confidential, Atlanta, GA

ITIL Incident Manager


  • Works closely with NOC technicians identifying and addressing multiple high severity incidents.
  • Coordinating with appropriate teams to restore services within a timely manner via conference bridges, email, and other communication tools.
  • Responsible for documenting resolution details for After Action Reports while controlling the focus of resolving high severity incidents on incident bridge calls.
  • Host daily meetings to report and discuss high severity incidents that occurred over the past day.
  • Monitor ticketing system queue for high severity incidents that are created.

Confidential, Alpharetta, GA

Major Incident Manager


  • Provides critical account management for clients
  • Act as mission critical customer’s communication liaison during a critical incident; ITIL Certified
  • Coordinate the action plans required to remove the business impact quickly
  • Remove roadblocks which may prevent progress to problem resolution
  • Coordinate with engineers to meet service obligation expectations for customer contracts
  • Manage major incidents - working with responsible vendors and resolver groups to bring incidents to a close within agreed SLAs.
  • Monitoring WAN and LAN devices with Spectrum monitoring tool

Confidential, Alpharetta, GA

Incident Manager


  • Reporting - responsible for recording and reviewing major incidents for weekly reports, also to identify trends. Collecting and reviewing RFO/RCAs for delivery to customer in a timely manner. Providing bandwidth reports for circuit utilization with Verizon’s SevOne monitoring tool.
  • Validated customer entitlement, logged cases, connected customers to proper technical resources and provided monitoring services throughout a case’s lifecycle.
  • Manage relationships with key suppliers to maintain quality of goods, timely delivery and compliance to terms of contracts
  • Review supplies to ensure quality, monitor stock levels and Keep records updated

Confidential, Alpharetta, GA

Global Network Operations Technician


  • Operates, monitors, and controls windows-based computers and related peripheral equipment using established procedures.
  • Systems monitoring and processing to include Linux command line, Windows Server, SQL Server and proprietary software.
  • Coordinate with other departments to troubleshoot and resolve incidents.
  • Provide basic network administration support.
  • Perform notification and escalation procedures for major issues and critical events.
  • Implement basic network configuration changes as needed.

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