CAREER SUMMARY:

• Highly accomplished, creative professional with a dedicated career building, managing and strengthening change and incident management processes, standards and best practices to meet evolving business needs.
• Analyzed all escalated application issues across production environment, identified potential risks and impacts, and interfaced with global team to ensure resolution met established Service Level Agreements (SLAs),
• Analytical problem solver with proven expertise in evaluating, planning, defining and implementing innovative solutions to minimize impact, enhance quality, and ensure optimal uptime of critical systems and services across distributed environments.

PROFESSIONAL EXPERIENCE:

Confidential, Alpharetta, GA

Sr. Incident Manager

• Orchestrated recovery of severe service outages and high risk implementations for 24X7 environment
• Provided situational management for high impact/visibility service outages or implementations
• Communicated with Executive team members during major outages and implementations
• Identified areas of improvement during outages; drive improvement through ITIL disciplines
• Ensured proactive communication is provided to clients during outages
• Communicated to IT support staffs current status of service disruptions; escalating as necessary
• Managed break fix activity, assuring that technical team's adhere to emergency change policies
• Participated in Root Cause Analysis
• Completed monthly trend analysis reports to submit to Senior Management

Confidential, Atlanta, GA

Incident Manager

• Manage incidents from low to high - severity across the entire problem life-cycle in accordance with resolution and restoration SLA's.
• Produced proactive reports, trending analysis, service level reporting, processed consultation & application of ITIL best practice.
• Co-ordinated incidents requiring multi-vendor engagement.
• Drove effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents. Oversaw support teams compliance with the Incident Management process.
• Managed and escalated to third party vendors for specified incidents.
• Maintained close contact and communication channels with other Incident Management SME's to ensure high quality service requirements are met.
• Analyzed process metrics to identify and recommend improvements, improve productivity and i Confidential ease client satisfaction
• Informed decision makers regarding selection and support of process improvements/management and establishment of standards and performance metrics.
• Assisted the Service Delivery Manager to resolve issues and needs of the client.
• Conducted incident management trend analysis within the supported production environments and completed Daily High Severity reporting.
• Assisted management and clients with contractual and metrics reporting for both internal Cricket and client specific requirements.
• Reviewed and evaluated incident records to ensure handling of incident and severity level determination.
• Analyzed the data collected for process improvement efforts and to validate best practices.
• Followed up on incident records that do not meet quality standards to prevent recurrence.
• Determined if root cause analysis is required and initiated Problem Management RCA's.
• Completed executive summaries for all severity 1 and severity 2 incidents

Confidential, Alpharetta, GA

Major Incident Manager/Cross Functional Manager

• Handled real time & continuous follow-up with global support teams for incident resolution
• Managed and coordinated activities during incident life cycle
• Ensured that the Incident record is fully updated prior to Problem Management handover
• Sent all incident notifications and executive incident write-ups
• Lead bridge calls for effective coordination, incident resolution, and service restoration
• Continuously followed-up with support team for relevant notification updates per SLA, and drove resolution
• Followed the global Service Restoration Management Process
• Ensured incident Timeline Report is created immediately after resolution
• Contributed to ongoing process & operational improvements
• Chaired CAB meetings and helped to approve/deny major changes
• Created documentation to include within the SOP’s for the client
• Assisted Problem Management with RCA process and procedures
• Made necessary changes to the CMDB

Confidential, Carrolton, TX

Senior Application Incident Manager

• Worked with all stakeholders to identify workaround and/or resolutions for all major Incidents.
• Made expectations clear and concise for all stakeholders about incident timelines and permissions required for resolutions and workarounds.
• Communicated communications to all stakeholders (and if required, to the customers) through Service Desk, email, instant message, text message, etc, until the Incident was resolved.
• Initiated Emergency Changes if required, mobilized cross functional teams, External Vendors and obtained approval for the mitigation actions from all stakeholders.
• Retained the Technical Observation Post (individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the services have returned to their normal state.
• Documented in retrospect, the actions taken, lessons learned and approvals in BMC Remedy.
• Tracked closed, and reviewed all pending actions from the restoration that completed the recovery from the impact of all major Incidents.
• In between Critical Incident bridges, maintained control of ageing incidents.
• Documented the new knowledge learned and any other recommendations in a Critical Incident Summary Report.
• Initiated and ran the morning post mortem calls to give a detailed summary of the incident before handing the incident off to Problem Management.
• Ran month end reporting and trend analysis using SAP Business Objects.
• Used Excel to do pivot tables and pulled data from Remedy about Critical Major Incidents to present to stakeholders and C-Level Executives in weekly meetings.
• Initiated other processes that interfaced with the Critical Incident Management Process. Example: Problem Management, Critical Incident review or Emergency/urgent changes.
• Identified ongoing process improvements, operational gaps, and potential remediation steps.
• Evaluated new policies and procedures for operational and control impacts and governance, risk and compliance standards.
• Functioned as a liaison to internal departments and aids in surfacing gaps between written procedures and staff execution.
• Oversaw and provided ongoing support for the update and maintenance of policies and procedures and other governance activities.
• Lead ad hoc projects and helped develop and implement corporate wide and business unit governance, risk and compliance programs and initiatives.

Confidential, Plano, TX

Incident Manager

• Analyzed application batch failures and provides resolution to eliminate reoccurrence across all platforms.
• Developed automated tasks to eliminate manual process
• Participateed in Data Center projects for process automation, software upgrades and replacement projects by tracking progress and issues while mitigating risk to project completion
• Monitored systems for continuous, efficient day-to-day operation of all of platforms for Heartlands End-Users
• Documented and escalated alarms and insures resolution.
• Monitored, triaged and logged incidents via ServiceDesk.
• Initiated major incident bridge calls and handled correspondences between all clients and other teams which needed to be engaged.
• Handled the major incidents until either SLA was met or the incident could be passed off to another team.
• Made sure to follow up on the incident and helped to initiate the post mortem call the next day in regards to opened closed incidents.
• Works closely with Problem Management to do the root cause analysis and determine the who, what, when, and why of the incident.
• Performed troubleshooting for all batch job administration, and systems monitoring.
• Performed recovery tasks on all production job failures in the processing environment.
• Developed corrective actions by analyzing system level and error report.
• Analyzed correction actions to identify opportunities for continuous improvement and documentations.

Confidential, Addison, Texas

Senior Critical Incident Manager

• Senior technician and team lead. Provided 2nd tier support for all of Meggitt, and other various branches government per Meggitts contract agreements.
• Managed and coordinated infrastructure rollouts, patching, disaster recovery, failover, cutover, proactive detection, business impact and continuation of operations.
• Interfaced and served as point of contact with CRMs, PMs, and SMEs.
• Completed network monitoring via BMC Patrol and incident detection, escalation, and severity declaration.
• Performed root cause analysis for multiple technical incidents and performance problems.
• Selected to manage a new team and strengthen incident management operations for more than 800 applications throughout the enterprise; and most incidents for 1,050 systems / applications for Meggitt
• Functional areas of responsibility spanned business impact analysis, risk assessment, issue resolution, change management, process improvement, project planning and management, documentation and status reporting.
• Analyzed all escalated application issues across production environment, identified potential risks and impacts, and interfaced with global team to ensure resolution met established Service Level Agreements (SLAs). Approved or rejected all changes submitted into the Self Service tool from global users. Delivered incident and problem resolution reports to leadership teams.

Confidential, Dallas, Texas

Incident Management Support Analyst

• Received telephone calls from our clients about hardware and software malfunctions.
• Investigated and resolves hardware and software issues for users.
• Used Microsoft Access on a daily basis to enter inventory into the database.
• Surveyed clients with issues to use telephone and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions.
• Determineed whether problem is caused by company disbursed hardware/software.
• Communicated with programmers to explain software errors or to recommend changes to programs.
• Contacted software and hardware vendors to request service regarding defective products.
• Wrote software and hardware evaluation and recommendation for management review as well as writing or revising client training manuals and procedures.
• Developed training materials, such as exercises and visual displays via Microsoft Word and Microsoft PowerPoint.
• Distributed very detailed oriented technical brochures to vendors and clients.
• Provided application support and guidance which included service packs, upgrades and infrastructure.
• Conducted platform monitoring and performance tuning of software installed onsite for specific clients.
• Worked with project teams to investigate complex issues, identify and implement solutions to re-occurring problems
• Held full accountability for ensuring the optimal uptime of applications across production environment.
• Primary liaison between development teams and business stakeholders to evaluate and implement solutions to minimize downtime.
• Conducted business impact analysis on all requests enhancements and changes; and ensured the resolution of issues.

Confidential, Dallas, Texas

Incident Manager I

• Maintained a close record of major incident communications and timelines to share with the business and stakeholders
• Monitored 300 servers between Richmond, VA, Dallas, TX, and East Rutherford, NJ via Big Brother.
• Monitored many services on servers like IIS and Apache.
• Deployed patches to all monitored servers as necessary including Linux and Windows servers.
• Interacted with the incident/problem management system to create incident documentation that includes information about the results of the root cause analysis/work around, approvals (who/when), and corrective action plans.
• Applied technical knowledge to resolve incidents and restore service to normal operational condition.
• Logged remote users out Of XenApp sessions via the web.
• Where applicable, escalated incidents for resolution and identified the resources to which the incident should be escalated.
• Ran daily queries via MYSQL and exported data into an Excel Spread Sheet.
• Created macros and pivot tables that included new data from SQL within Excel 2007 and 2010
• Provided a prompt recovery of the TWAI business within the specified Service level agreement or SLA
• Setting-up and leading conference call or bridge communication between the client and all applicable groups that needed to be involved.
• Acted as an interface towards other technicians, customer technical staff and other groups within the organization.
• Used Microsoft Access alongside the Database Engineers to help develop better software to make the role of the incident manager more proficient as well as other groups in the TWAI.
• Wrote documentation on commitments and action items that would be used frequently by the TWAI
• Confidential ended a 3 weeks intensive training to eventually sit for the ITIL v3
• Interacted with the incident/problem management system to implement, monitor, and close incidents.
• Used STATISTICA to do data mining in order to find p Confidential erns in large amounts of data.
• Interacted with the incident/problem management system to update incident record (cancel or close)
• Conducted risk assessment of change request