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Critical Incident Manager Resume

Cary North, CarolinA

TECHNICAL SKILLS:

  • CompTIA A+, CompTIA Network+,
  • Microsoft MTA s (Win7, Network, MS Server & MS Security)
  • ITIL Foundations V3 training course
  • Incident Escalations and Incident Management training
  • IMAC and Request for Change (RFC) processes
  • Operating Systems: Windows XP, Vista, 7 & 8, 10, SCCM
  • Microsoft Office 2010, 2013, 2016, O365
  • Basic installation of Server 2008/R2
  • Active Directory, DNS & Group Policy
  • CCNA Blackboard Training Class completed
  • Cisco routing / switching configuration and protocols knowledge
  • Citrix environment experience
  • Avaya
  • System Administration
  • Service Manager (SM9); Salesforce; SharePoint; SAP; VMware ESX; CyberArk; SolarWinds; Beta (IBM Green screen), SQL Server Management Studio; Microsoft Office 2010/ 2013/ 2016/ O365; Service Now (SNOW); Windows 7, 8, 10; Mac / iPhone: iDashboard; CyberArk; and more .

PROFESSIONAL EXPERIENCE:

Confidential, Cary, North Carolina

Critical Incident Manager

Responsibilities:

  • Oversee vendor process of major incidents based on ITIL and client s incident criteria to minimize downtime.
  • Provide business communications throughout recovery of priority 1 and 2 incident.
  • Lead management bridge to update progress of all priority 1 incidents as to ongoing technical troubleshooting next steps.
  • Deliver advice regarding the assembly of key technical support staff along with Vendor Services, Third
  • Party or ISP for investigation and execution of service resolution plan.
  • Make service recovery decisions engaging vendor recovery teams. Third Party or ISP for outage assistance as required.
  • Consistently perform analysis of pertinent data while mitigating incident exposure.
  • Document Incident recovery timelines.
  • Define and implement data and lean processes for continual service improvements.

Confidential, Cary, North Carolina

Incident Manager

Responsibilities:

  • Qualify business impact of major incidents based on ITIL and client s incident criteria to minimize downtime.
  • Provide business communications throughout recovery incident.
  • Assemble key remote technical support staff along with Vendor Services, Third Party or ISP for investigation and execution of service resolution plan.
  • Providing status on major incident recovery progress.
  • Make service recovery decisions engaging recovery teams and collaborate with Vendor Services, Third
  • Party or ISP for outage assistance as required.
  • Consistently perform analysis of pertinent data while mitigating incident exposure
  • Document Incident recovery timelines.
  • Decreased queue volume by over 65% within 60 days.
  • Managed and performed system monitoring and resolution of network incident escalations, minor outage events to ensure return to service (RTS) is achieved within contractual SLAs.
  • Accountable for operational stability of client s environment.
  • Established strong working relationships with stakeholders and cross functional teams to ensure adherence to support policy and procedures.
  • Process implementation of innovative solutions to enhance production that ensured optimal uptime of critical systems and business services accessibility.
  • Daily performance management meeting with remote network engineers, including training, counselling and mentoring for advancement.
  • Monitored incident ticket queue and real - time engagement to ensure on target service delivery SLAs.
  • Investigate group or user permissions granted within Active Directory to assist in issue resolution.
  • Managed L1/L2/L3 service desk operations for25,000 end users and a 24/7 global staff of 35+.
  • On-site and remote desktop support (RDS), asset management, service request, incident coordinationknowledge management, and quality assurance.
  • Operational guidance and SME application support
  • Maintained a global CSAT rating of 97%, consecutive months of successful SLA compliance.
  • Create and compiled first call resolution steps for knowledge base articles and maintain corporate SharePoint site.
  • Troubleshoot and grant user permissions requested via ticketing approval process for Active Directory reflecting Group Policy attributes.
  • Map, install and troubleshoot corporate printers for end users devices and support spooling issues.
  • Resolve DNS issues when assisting end users with addressing or connection difficulties.

Confidential, Cary, North Carolina

Senior Analyst

Responsibilities:

  • Integral member of global service Infrastructure team; introduced knowledge articles and assisted with organizational process.
  • Introduced procedures and protocols which maintained redundancy and customer service efficiency.
  • Lead of service desk rapid response team for Critical Incident/Incident Management.
  • Utilized Best Practices to ensure first call resolution (FCR) with little or no end user loss of productivity system - wide.
  • Partnered with Administration and Security teams to ensure proficiency.
  • Install and troubleshoot corporate printers for employees and domain members.
  • Use of SCCM to solve client issues and installation of business software
  • Assisted end users in their day-to-day environment with computer or network-related issues via Lync\Skype.
  • Processed various service request for software installation, password resets and account unlock through
  • Active Directory, while creating new users and groups in Active Directory.
  • Apply Group Policy and permissions for user or groups requested via ticketing approval process in Active Directory.

Confidential, Raleigh, NC

IT Assistant

Responsibilities:

  • Support Campus staff and students (150+) with IT infrastructure setup.
  • Provided internal customer Support. Troubleshot and repaired laptops running Windows 7 and Windows 8 OS
  • Installed Server 2008 on desktop towers to help manage Active Directory, DNS, and group policy permission rights.
  • Created machines in Virtual Box for lab work.
  • Replaced hard drives and reconfigured bios. Set up additional WAP within facilities
  • Troubleshot and verified Ethernet Ports for classroom usage, Traced cable connections to the server.

Confidential

District Manager

Responsibilities:

  • Oversaw 11 - 14 store locations
  • Increased new outside customer accounts, dealer and contractor sales by 190% in first year.
  • Trained new managers in sales, customer service and installers
  • Managed inventory control, accounts receivable/payable.
  • Coordinated building delivery schedule for 10-12 stores
  • Increased over $300,000 of sales in two years (2004 sales were greater than $2 million).
  • Sales manager of retail locations in Henderson, NC and Danville, VA, substantially increasing sales at each
  • Received 1999 Rookie of the Year in sales and customer service
  • Setup VPN \ remote desktop connection (RDC), inventory, and MS Outlook.
  • Installed thin client and connected to POS server for over 15 store locations utilizing Windows 7 Operating System.
  • Created Excel inventory database to help determine sales and inventory totals.

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