SUMMARY

• A highly experienced and qualified major incident manager with exceptional organizational and people skills. Excellent ability to refine and improve processes to achieve increased productivity focused on customer satisfaction through service delivery. Maintaining a relationship between the client and delivery team to achieve client satisfaction, utilizing the Information Technology Infrastructure Library (ITIL) framework to achieve success. Being the central point of contact for the client, 24x7 for any major incidents and engaging the delivery team. Willing to go the extra mile to deliver a quality product and within budget.
• Strong ability to communicate clearly and appropriately with executive and management level business partners, non - technical end users, technical subject matter experts and vendors
• Skilled facilitator able to drive group consensus and action plans. Excellent written and verbal communications skills
• Vast Knowledge of the end to end process of Incident management across Information Technology platforms.
• In-depth knowledge of the BMC Remedy AR System (V7.1; 7.3; and 7.6) process, design and provide assistance and direction to less experienced personnel
• Microsoft Network Administration and Information Technology Service Management (ITSM)
• Knowledge of ITIL Major Incident, Problem and Asset management process
• Customer service, Client Retention and crises management.
• Provide technical support to migrate client data to Windows operating system (8/7/vista/XP/2003/2000/NT/98/95) across platforms. This includes the following activities:
• Perform Data Migration across windows platform; map drives; configure printers; create users and add permissions.

TECHNICAL SKILLS

Healthcare Applications: Cerner and EPIC

General Office: MS Project, MS Office 2010, 2007, 2003, 2000 (PowerPoint, Word, Excel, Access, Outlook)

Service Desk/Help Desk: EMC Service Manager (Infra), Peregrine Service Center, Remedy 7.1/7.6, Service Now, Citrix

Statistical Analysis: SAS, Excel

Software Development: Java, C++, PL1, Visual Basic for Applications

Database: MS Access, SQL

Operating Systems: Windows Migration in a large scale. 8/7/vista/XP/2000/NT/98/95, Mac OS X, Unix/Linux, MVS OS390

PROFESSIONAL EXPERIENCE

Confidential, Dallas TX

Major Incident Coordinator

Responsibilities:

• Documented service interruptions and analyzed for ITIL operational metrics and SLAs. Audited major service interruption tickets for appropriate prioritization, technical and business domain service level.
• Coordinated activities by change management, business continuation, vendor technical management and problem management for return to service and problem mitigation supported by an international team of IT professionals to assure 24/7 availability
• In cooperation with Problem Manager, conduct post incident analysis and ensure accurate root cause of incidents is published, appropriate preventive actions are identified and tracked, and ensure elimination of future service interruptions is minimized.
• Make recommendations for service process improvement plans and design continuous improvement process
• Ensure that Incident Management KPIs are reported and their targets met, Build strong linkages with all core ITIL processes as part of the end-to-end process and Act as a principal representative to other core ITIL Process for continued Incident Improvements

Confidential, Palestine TX

Major Incident Manager

Responsibilities:

• As one of the first Major Incident Manager on the State of Texas ITIL transformation project, assertively and collaboratively facilitated return to service major interruptions in critical situation using the ITIL Major Incident management process - resulting in a greater than 50% reduction in Enterprise Return to Service.
• Documented service interruptions and analyzed for ITIL operational metrics and SLAs. Audited major service interruption tickets for appropriate prioritization, technical and business domain service level.
• Supported preparation of monthly analytic dashboard briefs for executive IT Management and provided concise executive summary and trend analysis.
• Achieve customers’ satisfaction in service delivery management by ensuring uninterrupted business service flow through workarounds and quick resolutions of incidents.
• Anchoring Major incident response team to facilitate swift and effective resolution of severity one and two incidents.
• Coordinated activities by change management, business continuation, vendor technical management and problem management for return to service and problem mitigation supported by an international team of IT professionals to assure 24/7 availability
• Escalated and communicated in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management
• Audited major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics
• Implemented the end to end ITIL process cycle to ensure service flow and continuous improvement
• Maintained over 90% of service level agreement on all major incidents

Confidential, Schaumburg, IL

Incident Support Manager

Responsibilities:

• Coordination of resources to minimize user impact and/or downtime - reduce time to resolve.
• Functional and hierarchical escalation, as required, to ensure proper resources are engaged
• Advocates of established process(es) to govern resolution of high priority incidents for the Clients.
• Emphasize/maintain sense of urgency
• Ensure timely update of incident record
• Facilitate timely notifications to IT Management, Stakeholders and/or user community
• Incident Correlation - to any related incidents, problems, changes, known errors.
• Providing SLA oversight by ensuring incident in the appropriate “Incident state” and/or moving toward resolution.
• Obtain a very clear understanding of the business impact of the incident.
• Ensure that the incident record and notification clearly documents the impact. Reassessing continuously throughout the process.
• Ensure all Network, Server, and Telecom resolvers have the resources needed to bring the issue to a close.
• Provided product support to various customers and resolved technical issues with help of electronic mediums.
• Analyzed software issues and resolved all software problems.
• Performed research on various recurring problems and assisted in finding root cause.
• Managed all customer issues and escalate problems.
• Documented resolution for calls and emails and provided development support.
• Coordinated with professional services and managed transition of clients for product support.
• Assisted in performing troubleshoot and provided technical support for teams
• Created an atmosphere of interpersonal relation with small business to understand what their concerns are, and resolving them as quickly as possible in the field thus creating an instant resolution to the problem.
• Established a high level of trust between the organization and my clients thus generating a high level of clients satisfaction

Confidential, Alpharetta, GA

Field Incident Coordinator

Responsibilities:

• Provided support to customers in the field and setting up their online accounts and testing connectivity to the database.
• Providing network support and troubleshooting technical issues
• Management priorities such as collateral assessment, physical collection of amounts due with a high level of customer relations geared towards problem solving, dispute resolution and negotiation geared towards growth opportunities.
• Manage business territories and assignments to ensure optimal performance and efficiency at the best cost effective levels (managed and minimized the risk of over 50 million USD portfolios of receivables through timely and effective management of inventory)
• Maintain compliance to established processes and procedures ensure corporate security, risk analysis and fraud mitigation
• Used Six Sigma tools to identify process improvements/eliminate waste in order to increase profitability, productivity and overall customer experience
• Coordination of resources to minimize user impact and/or downtime - reduce time to resolve.
• Functional and hierarchical escalation, as required, to ensure proper resources are engaged
• Advocates of established process(es) to govern resolution of high priority incidents for the Clients.
• Emphasize/maintain sense of urgency
• Ensure timely update of incident record
• Facilitate timely notifications to IT Management and/or user community
• Incident Correlation - to any related incidents, problems, changes, known errors.
• Providing SLA oversight by ensuring incident in the appropriate “Incident state” and/or moving toward resolution.
• Obtain a very clear understanding of the business impact of the incident.
• Ensure that the incident record and notification clearly documents the impact. Reassessing continuously throughout the process.
• Provide bridge calls to ensure all Network, Server, Telecom resolvers have the resources needed to bring the issue to a close.

Confidential, Grand Prairie, TX

Real Estate Sales Consultant

Responsibilities:

• Present property purchase offer to sellers for consideration while acting as an intermediary in negotiations between buyers and seller.
• Advise clients on market conditions, prices, mortgages, legal requirement and related matter
• Operating efficiently within a team in a fast paced and constantly changing work environment as an agent of change
• Promote sales of properties through advertisement, open house and multiple listing services.
• Confer with escrow companies, lenders, home inspectors and pest control to ensure that terms and conditions of purchase agreements are met before closing dates.
• Strong negotiation, problem solving and persuasive skills.
• Provided online support for bank customers and troubleshoot E commerce issues.
• Manage a portfolio of over $10 million, using varieties of collection tools to investigate credit availability and ability to liquidate debts, through skip tracing, credit analysis and outbound collection calls.
• Managed individual and corporate accounts through making outbound collection calls, credit analysis, conducting skip tracing and debt resolution, thus recovering over $2.5 million in one year.
• Won monthly and quarterly awards for meeting and exceeding departmental goals.
• Created a balance between Capital One's goals and customers' needs through educating the customers on how credit works, and by giving them the opportunity to rebuild their credit through Capital One