Critical Incident Manager Resume
SUMMARY:
Strong analytic / troubleshooting skills with team player attitude in order to respond effectively with limited resources under pressure to multi - client requirements. Effective written and oral communication experience in working with clients to provide a depth of technical expertise as well as solid interpersonal, consulting, project management, and relationship building skills.
TECHNICAL EXPERIENCE:
- Active Directory
- Windows Server Family
- RHEL, CentOS
- UNIX vi editor, Telnet
- Windows Workstation
- MBSA, MS SCA Console pfSense, Clonezilla
- Winternals Admin Pack
- Linux Live CDs
- MacroVision Licensing
- Hiren's BootCD
- Symantec Ghost
- TCP/IP, DHCP
- DNS, WINS, NFS, DFS
- WLAN, LAN, WAN
- XML, HTML
- Rootkit Removal
- VM Ware, VirtualBox
- Oracle EBS, SEAL
- OS/400, PkMS
- HP & Compaq HW
- Webex, RDP, VNC
- TeamViewer, Join.me
- Open Source Software
- Lectra Fashion PLM
- Kaledo Textile, U4ia
- Lectra CAD / CAM
- Salesforce
PROFESSIONAL EXPERIENCE:
Critical Incident Manager
Confidential
Responsibilities:
- Provide leadership, ownership, and manage Major Incident bridges according to Service Level Guidelines
- Work within the Financial Services industry IT Service Management Office using ITIL framework
- Manage High Severity Incidents through to resolution including Severity 3 incidents as needed
- Coordinate technical resources and activities during outages and customer affecting incidents through service restoration
- Maximize operational responses to encountered incidents and minimize service availability interruptions
- Assist the Problem Management Team via a Rapid Review process
- Oversee Emergency Changes as related to current service interruption
- Utilize data center monitoring tools such as Extrahop, Splunk, Spectrum, Sitescope, CEM, and CA App Synthetic Monitor
- Utilize IT Service Management tools such as ServiceNow and Xmatters On Demand
Technical Solutions Consultant
Confidential
Responsibilities:
- Work with Mission Critical / Data Center Care clients to resolve server and related hardware issues in a timely manner
- Perform Hardware fault analysis using SOSreport, Vmware Support Log, Windows Event Logs, AHS, ILO, IML, HPS Report, and OA Show All logs
- Utilize various resources including Internal Knowledge Base, Customer Advisories, Confidential forums, and Online Research for client issue resolution
- Provide support for Confidential Proliant DL, SL, SE, ML, BL based systems, Blade enclosures and switches
- Provide hardware firmware and driver analysis and recommendation to ensure server optimization
- Create Plan Of Action and part recommendation for field engineers to replace defective hardware
- Attained ITIL v3 Foundation, Certified Scrum certifications, and Linux certifications
- Serve as resource for Salesforce application and Confidential processes to After-Hours team
- Provide real-time analysis using remote tools such as Confidential MyRooms, Webex, and Skype
- Coach less experienced technical engineers on technical analysis and issue resolution
- Engage with L2 team in timely manner to ensure customer issue resolution
- Confidential Game Changers Y2016 Award and Confidential Star Spotlight Y2014 Award recipient
Confidential
Project Management
Responsibilities:
- Manage Enterprise CAD Product Development Management software implementation projects throughout North and Latin America, and Caribbean in English and Spanish
- Drive implementation of Product Development Solution within client's budgets and allocated time-frame with minimal production loss time
- Manage technical projects and project personnel for systems migration from Linux to Windows
- Work with European software development and product management teams to determine needed enhancements and architecture changes to extend the scalability and performance of applications to increase user experience
- Responsibilities include but are not limited to supervising and managing the project planning, production, and problem solving for a team of less-experienced technical support engineers
- Research Supply Chain Management / Warehouse Management Services issues and system interactions to develop complete requirements for moderate to complex enhancements
Confidential
Project Management
Responsibilities:
- Coordinate Confidential projects involving Confidential Electronic Data Interchange Host Access implementation O/S 400 systems
- Train and supervise field engineers, interns and clients within North and Latin America on Windows Servers and proprietary software implementation and integration
- Initiate re-training and skill improvements supporting effective problem solving & root cause analysis with regard to staff competency and task performance.
Systems / Security Administrator
Confidential
Responsibilities:
- Proven business systems / technical skills and application integration services within multi-platform networks to deliver high quality solutions in results oriented environments
- Utilize technical skills to resolve complex issues with client's technical configurations, Servers / Clients, Networks, Database, and 3rd Party Software
- Coordinate Server / Client planning, implementation, testing, and monitoring in accordance to
- Develop Server / Client system and security configuration specifications for CAD/CAM enterprise software deployment within a Wintel environment
- Recommend, schedule, and perform software and hardware improvements and upgrades as warranted
- Trouble-shoot issues related to Active Directory Group Policy Objects, NTFS Permissions, Shares, Users Accounts, Network Administration, and Server / Client systems
- Counsel clients on Server / System security, backups / recovery, and performance monitoring
- Analyze and advise clients on effects of firewall / anti-malware configuration, and system / software patch management
- Install and troubleshoot Windows Services Packs, hotfixes, and patches
- Performed security services related to incident response, log monitoring, & anti-malware
- Subject Matter Expert for Flexera / Acresso / Macrovision FLEXnet licensing configuration, administration, training, and support
- Subject Matter Expert for Lectra OnLine Enterprise e-commerce and Masterlink Database solution
Business Analyst
Confidential
Responsibilities:
- Researched issues and system interactions to develop complete requirements for moderate to complex enhancements
- Analyze business requirements and map them to meaningful source and target data elements to improve efficiency
- Partnered with internal development teams to deliver client requested modifications and functionalities
- Provide current and new product demos and support to worldwide customers, sales, and technical staff
- Perform as advisor and translator for Latin American clients’ business and technical issues / concerns
- Inform clients of product enhancements and modifications for optimal business usage
- Advise clients on disaster recovery and business continuity planning
Technical Writer
Confidential
Responsibilities:
- Translate complex technical information into clear and concise user documentation which is written to the level required by a non-technical target audience
- Create technical documentation regarding Server / Client systems, software, and business / technical requirements
- Authored and maintained Technical documentation for implementation, support, and trouble- shooting Server / Client systems and software applications
- Author and / or co-author technical manuals, ‘how to’ reports, and FAQ’s in Spanish and English
- Develop and write course-ware for various clients "Supervisor Training" classes
- Work on specific project assignments, including but not limited to process / tools improvement, development and maintenance of the Technical Support documentation