ITIL Problem Manager / Consultant Resume Concord, CA - Hire IT People

SUMMARY

Goal - oriented problem/technology professional with experience and knowledge of large organization technology requirements and issues. Proven history of increasing productivity and company/employer satisfaction with great collaboration skills and technical talents. Committed to best-in-class problem and technology management while always maintaining professionalism.
Third level desktop, server, and network administration support experience
End to end process development for IT products, services, and leadership
ITSM/ITIL Foundational trained and certified
Detailed incident and vendor reporting/metrics

PROFESSIONAL EXPERIENCE

Confidential, Concord, CA

ITIL Problem Manager / Consultant

Responsibilities:

Schedule and conduct current and informative meetings and communications
Provided global support in Asia, Europe, Latin America, and the US
Provided problem management support for all core desktop operations applications, operating systems, and hardware for the enterprise
Worked together as a team across LOB's, vendors, and internal teams to provide leadership and solutions
Detailed reporting and trending of incident and vendor data
Contribute and provide guidance for internal product support processes and procedures

Confidential, Concord, CA

Systems Engineer / Server and Network Admin

Responsibilities:

Confidential, Concord, CA

Senior Analyst / Second Level Support

Responsibilities:

Second level workstation troubleshooting support for 500K+ end users.
Produced documentation and troubleshooting steps for the help desks as required.
Provided assistance rolling out new technologies such as VPN and Wi-Fi with required training for support teams.
Provided leadership as supervisor for the second level desktop support team