Production Services Lead Resume Charlotte, NC - Hire IT People

SUMMARY:

Results driven professional with over 15 years of comprehensive experience impacting the areas supply chain, technical operations and change management. PMI Certified Associate of Project Management, (CAPM), is seeking project management related opportunities.

SKILLS SUMMARY:

CAPM Certification
ITIL V3 Foundation
Compliance Reporting
Technical Operations
Procurement
Application Training & Documentation
Troubleshooting
Budget Analysis
Project Management
Workforce Management

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Production Services Lead

Responsibilities:

Responsible to serve as a single point of contact to senior management for problem awareness, priority assessment, and impact.
Communications to detail the assessment for priority or severity the issue, ongoing triage efforts, the current internal/external customer experience, status updates, and restoral efforts to normal operations. The communications data is the basis for root causes analysis (RCA) as well problem investigation ( Confidential ) requests.
Represent SOPDS Incident Communication on technical bridge line to assess scope, priority and line of business impacts. Adhere to 15 - minute initial communication SLA for Early Warning activity and 55 minutes for Priority 1 or 2 events.
Quantify and report the missed SLAs, Compliance Violations, People Hours Lost (PHL), or Failed Customer Interactions (FCI) in conjunction with the impacted LOB contacts.
Participate in monthly on-call rotation to provide 24/7 incident communications support.

Confidential, Charlotte, NC

Production Services Lead

Responsibilities:

Responsible for the stability of the Confidential production environment through effective administration of applicable change policies, while continuously improving the production control process.
Work activities include Problem/Incident support, Release/Deployment, Production Governance, Service Analytics and Reporting.
Led effort to create Support Groups within the Confidential Technology division a key component in preparation for the Confidential implementation. The Confidential project is estimated to save the bank over $200 million annually.
Attend daily CAB Meeting to evaluate change request that have the ability to impact the Confidential Technology environment. More than 300 changes are evaluated on a monthly basis.
Manage the Success Rate of Change and Data Quality Metrics.
Consistently exceeded the goal of 97% or greater for successful implementations.

Confidential, Chandler, AZ

Sr. Analyst - Application Support Desk

Responsibilities:

Managed a team of dedicated Post Closing/Servicing help desk analyst providing first level technical support for the Customer Relationship Management Confidential initiative with six contractors directly reporting.
Provided daily coaching, feedback, call monitoring and bi-weekly One-on-One performance assessments.
Administrator of IEX TotalView Workforce Management software utilized for call center forecasting and scheduling to optimize the performance of the ASD Level 1 help desk.
Monitor call volume, agent availability, run daily reports, monitor technical office communicator support chats. Served as escalation point of contact if team manager is unavailable.
Developed application support training materials, knowledge objects, compiled ad-hoc reports and facilitated analyst new and refresher application training.

Confidential, Phoenix, AZ

Supply Chain Analyst

Responsibilities:

Provided supplier support and account activities to maximize product/service reliability, quality and cost savings for Confidential accounts and clients.
Investigated suppliers’ financial conditions, technical competence, and ability to meet account and client requirements.
Executed purchase orders by reconciling information, conducting product and vendor research, expediting delivery options.
Provided training to accounts on procurement forms, toolsets and processes. Coordinated the purchase of maintenance contracts, RMA, and transfer/disposal of used or end-of-life equipment.

Confidential, Sunnyvale, CA

Senior Data Center Services Engineer

Responsibilities:

Used proprietary Opsware tools to configure network devices and servers.
Functional skill sets include networking concepts, Unix/Solaris, windows, technical troubleshooting, and server maintenance.
Created operational standards and procedural documentation, served as mentor to junior level team members and facilitated technical reviews for the purposes of additional training and education.

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Production Services Lead Resume

Charlotte, NC

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