IT Incident/Problem Manager Resume

SUMMARY

Senior IT Professional with over 20 years of proficiency with a proven track record in leadership, incident management along with excellent customer service. Self - motivated, accomplished and dependable individual who is able to perform under pressure, adapt to a changing environment and is a proven driver in increased efficiencies and results.
In-depth knowledge of problem, incident, and change management process and IT Service Management ITIL practices.
Effective communicator and presenter, both written and verbal.
Extensive experience in process improvement and resourceful problem solving.
Regularly construct and analyze various data reports for benchmarking, progress reporting, and efficacy of process improvements.

PROFESSIONAL EXPERIENCE

Confidential

IT Incident/Problem Manager

Responsibilities:

Drive Change Management improvement, by tracking failed changes and pushing preventive measures.
Lead Daily Operation Service Review Meeting to go over all high severity outages with all levels of management and technical staff ensuring process improvement.
Provide Project Management for high severity incidents and failed changes for multiple transportation clients to determine root cause and ensure effective completion of assigned action items.
Contribute to American Airline client and company relations with the creation and presentation of monthly operation reviews for the client management
Prepare Executive Level Power Point Presentations on a monthly basis. Compiling information from multiple IT Hardware and Software reporting teams.
Provide IT infrastructure and/or application infrastructure lifecycle technical support following operational policies and processes that are compliant with industry standards (ITIL).
Compose executive level communications for Executive Leadership POCs during high level incidents.
Strong analytical, problem-solving, negotiation, and conflict management skills.

Confidential

Senior Middleware Software Support Analyst

Responsibilities:

Attended Engineering Review Meetings to gather specifications on new projects and provide recommendations on new software configurations as needed to ensure hardware/software compatibility, smooth project rollout and customer satisfaction.
Effectively managed software vendors to quickly resolve outages so that the customer down-time was significantly reduced and that the service agreements are met.
Provided leadership on problem calls to enable quick problem resolution and diminish downtime penalty costs.
Weekly collaboration with IT Management, Software Development and Production Support teams on new project rollout schedules and server configurations to ensure successful project Implementations that are on schedule and within budget.
Successfully completed 250 project requests per year with the addition of over 150 new configurations implemented.
Resolved after hours critical service outages on an average of 10 times per month.
Worked with numerous IT support teams on a daily basis to quickly resolve software issues within acceptable time frames so that revenue losses were greatly reduced.
Engineered and supported automated System X package processes which eliminated duplicate efforts, reduced time and delivered seamless software deployments.
Managed in-house trouble ticket database to cut down resolution time on reoccurring issues and eliminate duplicate efforts.
Tracked and reviewed security alerts on an ongoing basis on 10+ software applications to ensure that there was no downtime due to license or security certificate expirations.

Confidential

Project Manager

Responsibilities:

Facilitated meetings between management, application groups and software experts to evaluate any changes to the existing Production and Non-Prod environments to ensure smooth transition and eliminate down time.
Administered leadership to ensure successful project implementations.
Tracked data so that projects were on schedule and within budget.
Managed project personnel so that all requirements were met as scheduled.

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