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Incident Manager Resume

Philadelphia, PA


Information Technology Professional with solid relationship, business process, and project management experience from organizations. Motivated initiator, working well independently with the versatility to also be a strong collaborative coordinator, and a team player. Also, detail oriented, with a strong background in documentation of training material, technical subjects, business practices and event logistics. Additionally, thirsting for knowledge, ambitious, customer oriented, and innovative; All the while being unswervingly dedicated to quality, efficiency, and brilliance.


  • HTML
  • XML
  • SQL
  • NoSQL
  • Perl
  • CCL
  • C++
  • Visual Basic
  • Windows/Linux/Cisco command lines
  • Agile
  • Waterfall
  • Confluence
  • Op5
  • Splunk
  • Kibana
  • Windows Client/Server
  • Mac OS Client
  • Linux Client/Server
  • Confidential Millennium
  • Microsoft Office
  • Microsoft Visio
  • Dameware
  • Go to Assist
  • Service Now
  • Remedy
  • JIRA
  • Navigator
  • Microsoft Project
  • Citrix
  • VMWare
  • ITIL
  • WAN Technologies
  • Network Security
  • VLAN configuration & sub - networks
  • Access Control
  • Resource Sharing
  • Endpoint management tools
  • Deployment Services
  • (Windows/Acronis)
  • Enterprise Resource Planning
  • Testing/Domain/Code Strategy
  • Project Timeline/Contract/Scope
  • Facilitation (testing/training)
  • Data Forensics
  • Data Mining
  • Data Manipulation
  • SaaS
  • Cloud printing
  • Fat/Thin Clients
  • HL7 interfaces
  • Database Administration


Confidential, Philadelphia, PA

Incident Manager


  • Fostered syndicated partner relations to accomplish enterprise objectives.
  • In combination with syndication, cloud, and x1 teams to meet partner goals and deadlines for the purpose of providing value and upholding agreements.
  • Also managed partner communications during high severity incidents utilizing Agile, ITIL, and Reliability Engineering methodologies.
  • All while ensuring partner impacts and service level agreements by validation utilizing NoSQL, Data mining, Network Monitoring, and certifying asset metadata.
  • Decreased incident turnaround time by over 75% through guiding the work efforts and results of associates.
  • Improved reference material through creating documentation outlining company directives and operating procedures.
  • Increased new hire success rate by producing new hire guides and checklists .

Confidential, Kansas City, KS

Integration Analyst/Integration Architect


  • Cultivated client relationships to achieve business objectives.
  • Partnered with engagement management team to ensure project deliverables and timelines are met in order to deliver value to the client as committed.
  • Acted as an escalation point for client and project integration risks.
  • Directed the work efforts and results of a team of associates and also developed team goals and managed them for results.
  • Created and successfully executed design, system validation, and integration strategies across solutions and venues of care.
  • Crafted and enabled the implementation of domain, issue, and change management strategies.
  • Supported internal and external client project teams in understanding, designing, and validating integration points across solutions.
  • Developed associates through coaching performance, completing performance reviews, goal setting, and development planning.

Technical Solution Analyst/Senior Software Analyst



  • Providing high level incident resolution and application continuation service through Agile, Waterfall, and ITIL processes.
  • All the while, efficiently utilizing vast database administration and consulting ability to address the interest of clients, and repair systems.
  • Furthermore, advising database administrators of best practices, data model, system enhancements, and defects.
  • Amplified request closure rate through providing notable 3 rd tier technical resolution utilizing a combination of Confidential Command Language inquiry, software analysis , and configuration assessment .
  • Increased team knowledge on application current/future ability through orchestration of scrums, advising incidents/configurations, and updating/creating team documentation .
  • Improved client satisfaction through consultation on possible configurations, optimization of user workflow, and troubleshooting of Confidential Millennium.
  • Bettered collective closure rate by in corporation of network engineering knowledge and experience .

Confidential, Philadelphia, PA

Service Desk Analyst


  • Responded to and diagnosed software problems through discussions with users. Supported over 15 proprietary & financial industry specific applications for over 100 sites.
  • Increased user uptime by resolving most calls at first level.
  • Enhanced turnaround time by creating Service desk Voicemail-to-Ticket method.
  • Heightened user system awareness through providing effective tips to callers with minimal computer experience.

Confidential, Philadelphia, PA

Service Center Intern/Technician


  • Provided desktop application and hardware support for approximately 2000 students and 150 employees.
  • Support for students including MS Office Suite and Peachtree, and for faculty and staff Talisma (CRM software), Google Apps, and Jenzabar (a database driven higher education student information solution).
  • Improved endpoint performance by troubleshooting system issues and proactively correcting across nodes.
  • Enhanced user education on Information Technology best practices and assured end-user technological ability.
  • Improved network resource utilization and security through performing system wide scanning, observance, and then maintenance, guaranteeing optimization.
  • Increased student success rate through management of a student notebook purchasing program.
  • Formed new and repaired damaged personnel relations via proper execution of soft skills.
  • Amplified Help Desk teams’ skills and understanding by means of cross training technicians. Also providing initial experience/improving confidence in the skill of interns, and further researching/implementing more creative methods.
  • Customer Service and Sales Related Experience

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