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.