IT Problem Manager Resume Addison, TX - Hire IT People

SUMMARY

An Information Technology Software Development Manager with more than ten years of experience providing strategic direction, managing vendor relationships and supporting global development teams.
Employ a Servant Leadership style of management. Skilled in developing resilient software and providing outstanding support of production environments in fast - paced environments.
Extremely strong organizational, analytical, and problem solving skills.
Possess the unique skills required to excel in supporting a production environment

PROFESSIONAL EXPERIENCE

Confidential, Addison, TX

IT Problem Manager

Responsibilities:

Asked to rejoin the Problem Management team
Review incidents impacting the production environment, engage the technology support teams to identify changes to prevent recurrence
Extensive use of BMC Remedy for Incident, Problem and Change

Application Programmer Specialist

Confidential

Responsibilities:

Hogan software technical development for the Debit Card System based on the Hogan Umbrella Framework
Providing additional support for Confidential ’s custom version of Hogan CIS
Utilize Hogan’s PAS system in the development and testing of Debit Card Systems
Software development using COBOL and Easytrieve
Environment Management defining processes to reduce risk to the production environment

Confidential

Team Manager

Responsibilities:

Lead a team of six to define a new Deposit Account Opening Process
Managed the relationship with the Technology teams to ensure the solution met the defined business requirements
Ensured the project remained on target to meet all deliverables using an Agile approach
Managed the relationship between Confidential Group and Zions Bank’s senior management

Confidential, Addison, TX

IT Problem Manager

Responsibilities:

Defined and implemented ITIL Problem Management procedures for Consumer Products Technology Division
Review incidents impacting the production environment, engage the technology support teams to identify changes to prevent recurrence
Developed and implemented a formal review process for significant incidents to identify root cause and capture follow-up activities to ensure an incident is permanently resolved
Created Metrics reporting using MicroStrategy to produce daily reporting to ensure teams can manage their workload and provide management metrics
Achieved great results in the development of permanent resolutions and preventative actions through building relationships, mediation, and facilitation
Identify follow up tasks to ensure problems are permanent resolved, remediation is completed, and necessary monitoring is implemented
Manage Problem Management relationship with the vendor Total Systems (provides processing for Consumer Credit Card)
Extensive use of BMC Remedy for Incident, Problem and Change