SIAM Lead Resume

SUMMARY

Experienced consultant who understands how to succeed both tactically and strategically in today’s rapidly evolving IT environment.
Experienced as a problem manager, incident manager manager, engineer, and analyst. Well versed in all aspects of IT, from Operations to Applications Development.
Able to leverage that experience to provide a unique and creative approach to problem solving wif strong emphasis on building process that is repeatable, measurable and sustainable.
Bria has spent his entire career in large military and corporate environments and understand their unique nature and he has been responsible for activities that has had an impact in the realm of 10’s of millions of dollars or more.

TECHNICAL SKILLS

Incident & Problem Management – 20+ years
Experienced wif troubleshooting and RCA of cloud applications. me.e. Microsoft cloud suite
Utilized the 5 Whys and fishbone methodologies for RCA analysis. Familiar wif Pareto analysis.
IT service management and project management methodologies to serve as a continual service improvement/program manager on multiple highly-complex and high-visibility projects and initiatives. – 7+ years
Continual Service Improvement – 8 years
ITIL & Service Now – 8+ years
Leadership – 33 years
Executive Communication – 22 years
Process Evaluation & Improvement – 22 years
Global Experience wif lines of business, internal, and external teams – 4 years
Multi-vendor environment management – 16 years
Program and Project Management – 7 years total directly / 15 years indirectly
Agile, SCRUM, and Kanban methodologies – 2 years

PROJECT EXPERIENCE

Confidential

SIAM Lead

Responsibilities:

Instituted Knowledge Management focus by putting resolution results in an easy to read form for submission to the Knowledge Management team.
Currently, managing 6 Critical Incident Managers and 2 Problem Managers. Based out of Kolkata India, and Budapest Hungary.
Responsible for implementation of Incident Management best practices utilizing ITIL and 30+ years of experience.
Has personally lead and overseen team managing P1 incidents globally.
Responsible for resource planning, training, and scheduling of personnel based in Europe and India; providing global follow the sun support.
Lead and Incident Management team currently handles between 80 – 100 P1 incidents per month.
Provide all communication, reports, and presentations to Senior Operation executives of behalf of TCS to client Diageo PLC.
Excel at leading incidents to restore service, trend analysis, tactical and strategic planning.

Confidential, Reston, VA

Incident / Problem Manager Lead

Responsibilities:

Identified current Operation’s processes and integrated those processes into an ITSM workflow.
Created Executive communication plan for incidents.
Instituted Continual Service Improvement strategy at the incident and problem level.

Confidential, Atlanta, GA

Incident / Problem Manager

Responsibilities: