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Incident Management, Shift Lead Resume

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Chandler, AZ


  • Goal - oriented manager wif 15+ years’ experience working in complex IT environments. High degree of technical noledge including mainframe and distributed systems. Coordinated and supervised implementation, development, and maintenance of software application projects, upgrades, server deployments, database reorganizations and recovery of applications, services, network and servers.
  • Known for ability to defuse potentially highly stressful and sensitive situations when working wif technical support teams and clients. Great organizational skills for managing multiple projects wif tight deadlines. Team player wif excellent communication and presentation skills.


Operating Systems: UNIX, INTEL, Mainframe (MVS), INTEL, VM, Win7, Win10

Software: Microsoft Office 365 Pro Plus, Microsoft Word, Microsoft Outlook, Lotus Notes, Verse, Microsoft Access, Excel, PowerPoint, Microsoft Office Communicator, IMS, CICS, VTAM, VAX, AS400, Nagios, ISEC7, SolarWinds, CMS Supervisor, Avaya Recorder, Splunk, SharePoint

Problem Management: Service Now, BMC Remedy (Incident, Change Management System), e-ESM and PICIT (Problem and Change Management System), Maximo


Confidential, Chandler, AZ

Incident Management, Shift Lead


  • Managed technical bridge calls to resolution or remediation of incident.
  • Tracked and closed all Incidents in the environment and ensuring incidents were documented in the Incident /Problem Management tool.
  • Performed a variety of incident management functions, including, but not limited to: escalations, notifications, initiation and management of bridge calls.
  • Responded to leaderships’ inquiries, coordinated wif application support groups, Network, Active Directory, Exchange, System Center Configuration Manager (SCCM), Infrastructure Defense Group, (IDG), Security Operations Center (SOC) and external site personnel, maintaining maintenance event tracking roster, and coordinating wif Change Management Team.
  • Act as the central communications point for all incidents managed by the organization and accountable for the end to end incident management process.
  • Monitored network and servers, actioned alerts and notifications as required.
  • ITIL® v3 Foundation Certified, 2013
  • Excellent organizational skills, detail-oriented, self-starter, and ability to multitask to meet defined deadlines in a data center environment

Confidential, Phoenix, AZ

Services Availability Manager


  • Led daily morning review meetings (in absence of team lead) wif client, reviewing incidents occurring in previous 24 hours.
  • Leveraged data insights from trending outages, ticket data and other analytics, preventing outages and improving availability of client applications, website, servers and network devices.
  • Reduced numbers of recurring incidents by identifying and recommending permanent resolutions or an automated recovery process, whenever appropriate.
  • Improved mean time to recovery (MTTR) by 25%, allowing expedited recovery from outages or degraded performance for client.
  • Eliminated the need for 2 full-time service desk employees by implementing streamlined client notification paging process dat reduced the process by 2 steps, resulting in closing the loop on resolved issues 2 - 3 hours sooner.
  • Developed and implemented Virtual Americas Recovery Management Team wif virtual recovery manager who links duty managers in Raleigh, NC, Poughkeepsie, NY and Boulder, CO, reducing need for on-site duty managers to support clients.


Business Recovery Manager, Global Technology Services


  • Reduced total incident duration by approximately 20% in 2013, maintaining high availability of infrastructure, while limiting number and duration of P1 / P2 incidents.
  • Focused efforts on efficient diagnostic gathering, opening vendor cases / problem management records (PMRs), and problem management RCAs wif effective actions.

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