ITIL Incident Manager Resume Sandy Springs, GA - Hire IT People

SUMMARY

Accomplished and results - oriented Business Analyst and Operations Management Professional with 10+ years of experience in all facets of critical events management, planning & analyzing, customer and quality support services. Highly organized process improvement leader skilled at building rapport with vendors, customers and cross-functional teams at all organizational levels.

AREAS OF EXPERTISE

Operations Management
Strategic Planning/Analysis
Strong Leadership Skills
Process Improvement
Business Management
Risk Management
Client Relationship
Problem Resolution
Good Communication Skills

COMPUTER SKILLS:

Microsoft Office Suites
UNIX/AIX
Netcool (Micromuse)
AS400
Dreamweaver 4.0
WebSphere (WAS)
Tandem
IBM
HP Service Center

PROFESSIONAL EXPERIENCE

Confidential, Sandy Springs, GA

ITIL Incident Manager

Responsibilities:

Execute Major Incident Management, leading major incidents throughout lifecycle per the major incident process; provide regular updates and weekly reporting of major incidents
Strive for continuous improvement of overall major incident process and communication, including tracking and archiving all post-incident reports and incident and problem trend analysis
Administer the Major Incident Management (MIM) process and ensure adherence to process and escalation requirements within various support and delivery areas, assisting teams in establishing SLAs and KPIs
Coordinate triage activities, leading support, development and engineering teams to a rapid restoration of service during Major Incident events, escalating to leadership when appropriate and communicating to IT leadership
Perform regular review of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across IT functions
Initiate communication of known issues or trends with the Service Desk, Infrastructure and other functions as needed; partner with Service Desk manager to review daily queue statistics to proactively identify potential chronic issues
Manage, create and maintain knowledge management articles, communicating new knowledge base articles
Provide guidance and training on ITSM best practices for Problem Management and effective tool usage

Confidential, Jonesboro, GA

Freight Team Associate

Responsibilities:

Stocked store, readied store for business on a daily basis
Operated forklift to transport material from receiving department to shelving locations throughout the store
Interact with store customers to answer questions, provide pricing information and locate items

Confidential, Alpharetta, GA

Critical Event Manager

Responsibilities:

Liaised with customer, case owner and account team during critical events, resulting in a 99.8% success rate
Utilized resources for troubleshooting and diagnosed problems which ensured effective resolution
Implemented action plans to minimize customer impact, this saved customers $1.2 million
Performed post incident reviews to determined root causes and reduce the impact of future incidents

Confidential

Support Account Advocate

Identified and minimized risk, coordinated resources for timely problem resolution also delivered mission critical account support by addressing remote support needs
Established a high level of customer satisfaction and loyalty resulting in a 99.3% customer retention rate
Safeguarded generally-defined policies and practices, also provided technical resources to customers and HP support team

Confidential, Atlanta, GA

Associate System Specialist

Responsibilities:

Monitored and analyzed daily operations for all associates at the Store Support Center, Distribution Centers, and divisional offices in Canada and the United States
Executed investigation, identification and resolution of software, hardware, and user - related problems which result 99.7% customer satisfaction also worked with other technical areas for mainframe problem resolution
Implemented a process flow for new hire orientation and introduction which improved productivity by 100%
Used HP Service tickets and other reporting tools to troubleshoot, escalate, and resolve issues based on stated service agreement
Successfully performed weekly system maintenance to ensure data integrity and supported with upgrades, security, disaster recovery, and efficient operations for monthly metric

Confidential

Benefits Representative

Responsibilities:

Skillfully delivered quality support for Confidential associates with enrollment in benefits programs, researched associated claims, answered incoming calls resulting in 100% resolution of escalated issues
Worked as benefit representative liaison between associates and vendors, and advocated for anomaly resolution
Researched issues within Human Resource Information System for associates

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Itil Incident Manager Resume

Sandy Springs, GA

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