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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

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