OBJECTIVE:

• As an experienced I.T. professional, to drive and support projects and implement solutions which add value and support corporate mission and objectives.

SUMMARY:

• As an Incident Manager, excel in technical team collaboration, driving service restoration
• Solution oriented analyst with over 15 years of progressive experience
• Articulate communicator with exceptional team building skills, able to speak the language of clients and technical staff
• Proficient in ITIL and PMBOK methodologies

TECHNICAL SKILLS:

Office Tools: MS Office (Excel, PowerPoint, Word, Visio)

Event Monitoring: Dynatrace Appmon, DCRUM, Gomez Synthetic

Communication Tools: Outlook

Collaboration Tools: MS SharePoint, TeamRoom, Webex, Lync, Skype

Project Management Tools: MS Project, Jira

Business Management Tools: ServiceNow, CA Service Desk, Smart Cloud Control Desk, Remedy

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• In a 7x24 environment, lead high priority incident calls by partnering with subject matter experts to obtain efficient and effective restoration of service following outage of customer facing applications. Document and communicate to management, actions, decisions, business impact and related status associated with a high priority incident.
• Analyzes maintenance and monitoring systems output and implements modifications as a result of analysis.
• Facilitate Technical Assistance Bridge calls to collaborate with support teams in technical investigation to proactively reduce application or infrastructure outages.
• Gathers information, analyzes, designs, recommends and implement solutions in area of responsibility.
• Provide Continual Service Improvement input during After Action Reviews with adherence to ITIL methodology.
• Onboarding Problem Management within DTE Information Technology environment. Functioning as Problem Manager, driving root cause identification and solution with Technical teams.

Confidential

IT Operations Analyst

Responsibilities:

• In a 7x24 global environment, lead high priority (P1 & P2) Service Restoration incident calls with goal to meet and exceed KPI values by partnering with Subject Matter Experts to obtain efficient and effective restoration of service following a major IT outage.
• Facilitate Technical Assistance Bridge calls to collaborate with support teams in technical investigation to proactively reduce application or infrastructure outages.
• Document and communicate to management, actions, decisions, business impact and related status associated with a high priority/major incident. Establish and lead Management Bridge when required.
• Provide Continual Service Improvement input during major incident post resolution reviews with adherence to ITIL methodology. Engage Problem Management to derive root cause of outage.
• Participate in Operational Stability Meetings to communicate root cause of outages and results of Problem Management investigations.
• Perform Alpha and Beta UAT for new Service Management tools prior to enterprise wide implementation.

Confidential

Business Analyst

Responsibilities:

• Windows 7 Workstation Migration (Plan/Define phase): Obtain business unit software requirements in Windows XP environment. Drove efforts to move software through I.T. Governance (Security, Standards, Sourcing, Asset Management and processes). Created preliminary test cases for business owners to test application functionality within Windows 7.
• Ally Branch Refresh (Plan/Define phase): Coordination between Facilities, Servers - Storage and Telephony teams to construct and present Branch Refresh Plan to management.

Confidential

Business Analyst

Responsibilities:

• Hosted kick-off and design meetings with banking center management to review current state and future state print environment.
• Led remote site assessment coordination with banking center management and tech teams to ensure successful printer installations and disposals.
• Identified preparatory requirements for site deployment, including network ports, fax forwarding, IP address requests, and print queues.
• Ensured site transition documentation was formally approved by site management.

Confidential

Service Delivery Liaison - ServiceMaster

Responsibilities:

• Drove the coordination and escalation of highest priority operational issues as identified by business partners.
• Identified process issues and presented options for improvement. Documented process and workflows and disseminated to relevant support groups for inclusion in knowledge base.
• Coordinated with resource teams to reduce open / aged incident count within business unit. Ensured root cause analysis was documented where appropriate.
• Liaison between Application Development & Maintenance technical support groups and business to detail support issues and concerns.

Confidential

Associate Project Manager (Req: Project Management & Business Analysis)

Responsibilities:

• Under direction of transition manager, planned and coordinated the divestiture of 1,600 end user IT systems and servers to new corporate network.
• Coordinated Service Desk readiness (incident ticket queue creation, VRU update, analyst ).
• Software Currency Process: per SLA, created and implemented process to maintain software currency levels across Intel, Unix, Mainframe, AS400, towers. Process fulfilled contractual requirement to maintain current published software version or one below.

Confidential

Project Coordinator

Responsibilities:

• Assisted in implementation of Ariba hardware/software procurement system for Michigan
• Provided tutorial sessions and documentation for Michigan clients in the use of the Ariba procurement system.
• Purchased IT hardware/software via Ariba procurement system.
• As IT liaison, coordinated client and equipment relocations. Met with clients and support areas (network, server, telephony, and deskside) to ensure documentation of all required infrastructure criteria.

Confidential

Help Desk Team Lead

Responsibilities:

• Supervised help desk staff of 8, supported over 7000 clients and activities associated with the identification, prioritization, escalation and resolution of reported incidents.
• Prepared and presented materials to staff for support of new applications.
• Coordinated staff work schedules to ensure coverage of help desk hours of operation.
• Prepared metrics detailing first line resolution and escalation data.
• Analyzed trend data to determine possible support issues.
• Increased professionalism and credibility of helpdesk staff through ticket monitoring, staff coaching and working as liaison between desk and support groups.