SUMMARY:

• I am a result driven Major Incident Coordinator with experience in leadership and I excel at working multiple issues while maintaining detail and
• I am always working to improve. I am reliable, loyal and clearly a dedicated individual who has an ambition to succeed in any given environment. Although I have extensive experience in the Customer Service Industry,
• I am always up to a challenge whatever the situation. I tend to excel in Technical/Leadership Roles as well as Customer/Client Service.
• I have an excellent track record of not only learning the job but also developing others to move them in the direction to succeed. Some recent examples are working with the Service Master account when it was brought on board to help get things in a good working order and teach others on my team how to work inside the account. One other current example is the Confidential account.
• Once the account went live during the Super Storm I immediately took responsibility for managing the account, and to represent Confidential to the client in the best way possible.
• I also helped to coordinate with others including third parties to ensure timely resolution of all incidents. I then began to pass my knowledge to others in the Confidential via on all shifts as well as creating documentation to assist them.
• I have also provided input into the ITIL for these accounts. I made myself available from home if needed to assist and provide input. I work well in leading others to meet SLA time frames to assure a positive and productive experience.

PROFESSIONAL EXPERIENCE:

Confidential

Major Incident Manager Level II

Responsibilities:

• Manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high impacting severity problems as agreed in the Incident Management process and Service Level Agreements (SLA's). Other responsibilities include:
• Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees; send out the relevant reports after conference bridges and at the end of each incident
• Send email communications to a wide global audience giving details of the incidents I am running with; send Executive Communications as required
• Provide a command and control presence on PAC Manager Bridges, GTI management bridges, and active GTI P1 Incident Calls
• Authoritatively and confidently guide P1 incidents to resolution; make decisions on behalf of GTI in the heat of the moment that may have production impacting implications
• Provide updates on GTI - owned management bridges on current infrastructure issues and actions being taken
• Attend and represent GTI on situation reviews • Perform Demand Management and

Confidential

IT Solutions and Services

Responsibilities:

• Oversee and manage all Major Incidents for accounts located in the Command and Control Center for North America.
• Train all team members in processing of incidents with in the Command and Control Center.
• Work within accounts to help better establish processes.
• Assist in overseeing the day to day operations and assist with ITIL building within the department.
• Received Confidential Bronze for implementing a new process to provide real time updates with technical bridge calls

Confidential

First Line Major Incident Support Engineer

Responsibilities:

• Responsible to oversee and own major incidents all the way through to resolution and follow up reporting.
• Helped to build ITIL processes for current accounts within the Confidential
• Took responsibility for learning, and other department members for the Confidential account when it was acquired. McGraw-Hill Subject Matter Expert(SME)
• Took responsibility for learning, and other department members for the
• Service Master account when it was acquired Service Master Subject Matter Expert(SME)
• Initiate Technical Bridges and Management Bridges, and keep all parties up to date on issues until resolved. Also provide support and assist with the resolution of issues.
• Liaison with the team managers and technical leads to ensure that incidents are resolved swiftly and within SLA windows.
• Responsible to broadcast concise and accurate updates to customers and business’s for major incidents
• Work within Clarify, Remedy, USD6 and USD12 ticketing systems.
• Monitor multiple accounts at once and provide clear communication to all parties involved to quickly resolve critical incidents. And I assist to prevent them from becoming major incidents.
• Trained department members and created and provided documentation to help assist them in doing their jobs to the best of their ability.
• Established and maintained relationships with CIC’s, TSM’s, Technical Leads and other key members of accounts to stay aware and learn the accounts better daily.
• Complete follow up reports and or MIR for Major Incidents. Provide detailed timelines, list of participants, and brief summary of incidents for problem management.

Confidential

Technical Support Level 1/Skipjack

Responsibilities:

• Handle incoming calls in regards to Skipjack account questions
• Troubleshoot and Assist with Credit Card Processing Issues Software
• Support for the Skipjack Payment Software
• QuickBooks Support for
• Skipjack Payment Software
• Work hand in hand with Merchant Service Providers to resolve technical issues
• Work with Processors to resolve issues for Merchants Set up new accounts
• Work with Developers with integrating their services with Skipjack software
• Working Support Email queue
• Continuous Learning of Skipjack Tools and Support
• for new employee’s

Confidential

Help Desk

Responsibilities:

• Handle incoming calls for Help Desk issues
• Troubleshoot Issues with hardware or software
• Handle Email Tickets in regards to help desk issues
• Work within the HEAT Ticketing System
• AD/Active Directory
• Assistance
• Password Resets in AD
• Dame ware Remote login assistance