Incident Manager Resume

TECHNICAL SKILLS:

Microsoft Excel:

Extensive consulting experience, working with clients and internal staff to identify KPIs and providing summary reports
Expert VBA knowledge with specialization in spreadsheet automation
Experience joining data sets from disparate systems
Hosted Excel training sessions, teaching skills ranging from basic data entry to Vlookups and Pivot Tables

Critical Thinking/Problem Solving:

Able to gather and assess information, using abstract ideas and past experience to come to well - reasoned conclusions
Communicate effectively with others in figuring out solutions to complex problems

Process Improvement:

Adept at identifying inefficiencies in processes and developing new ideas to improve efficiency
Successfully designed and implemented programs in Microsoft Excel to automate manual process, improving productivity and data integrity

Management:

Managed team of four Service Desk employees and significantly improved efficiency and morale
Assisted team with coordinating training sessions with senior technical members to improve skills

PROFESSIONAL EXPERIENCE

Incident Manager

Confidential

Responsibilities:

Drove down incident response time and incident resolution time to all-time lows for the company
Developed and partially implemented Problem Management process, resulting in lower incoming incident volume
Developed and partially implemented Change Management process

Manager

Confidential

Responsibilities:

Produced professional reports for all levels up management up to C-Level
Managed integrity of data stored within our systems, identifying areas to improve accuracy and scalability
Developed advanced VBA Macros in Excel to automate business intelligence processes
Developed and documented ITIL processes for Incident Management, Change Management, and Problem Management
Administrated various systems utilized by staff including Autotask (PSA), Continuum (RMM), ITGlue (CMDB), and Google Apps (HR)
Developed and implemented purchasing and procurement process, improving accountability and accuracy for all hardware sales

Office and Warehouse Manager

Confidential

Responsibilities:

Managed staff of six technicians and one warehouse clerk
Refined processes and workflows within Autotask to improve company efficiency
Refined warehouse receiving and storage process to better account for inventory integrity

Online Marketing Analyst

Confidential

Responsibilities:

Managed over 600 PPC campaigns for over 200 websites in Google AdWords and Microsoft AdCenter
Developed various Microsoft Excel tools to automate manual, repetitive, processes
Served as in-house Microsoft Excel consultant and expert

Pension Specialist

Confidential

Responsibilities:

Created and implemented a centralized process for entering and maintaining pension plans through Microsoft Excel, increasing productivity by over 500%
Processed final pensions for terminated defined benefits plan
Offered technical assistance to coworkers, managers, and directors