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Incident Manager Resume

Philadelphia, PA

SUMMARY:

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.

COMPUTER SKILLS:

  • 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

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Incident Manager

Responsibilities:

  • 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

Responsibilities:

  • 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

Confidential

Responsibilities:

  • 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

Responsibilities:

  • 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

Responsibilities:

  • 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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