Problem Management Coordinator Resume

SUMMARY OF QUALIFICATIONS

Dynamic, energetic, hardworking professional with over twenty years’ experience in Information Technology. Especially skilled in supervising and motivating staff to increase productivity and company profitability. Experienced in Process Analysis and Process Improvement. Good listener and can absorb and understand new applications and procedures. Capable of collaborating with individuals to create a productive team and/or working independently. Highly organized, detail oriented, and able to multi-task. Enjoys the challenge of solving complex issues, both business and personal.

OBJECTIVE
To apply my many years of supervisory and analysis experience into a position of greater benefit to the organization.

PROFESSIONAL EXPERIENCE

Confidential,Lincolnshire, IL March 2009 to Present

Problem Management Coordinator

Joined the Problem Management team at its inception. Received ITIL v3 Foundation certification.
Chairs a weekly team status meeting, involving members of various application teams, as well as management.
Works with multiple application, systems, database and network teams on root cause analysis as part of the problem management process.
Helped with generating presentations to upper management regarding several high profile incidents.
Helped with establishing guidelines for determining thresholds for problem reporting.
Involved with the transition of the Problem Management team’s scope into one of Service Operations.
Currently completing training toward IIBA BA Associate certification, as well as completing Project Management training.

Confidential,Lincolnshire, IL March 2007 to March 2009

Systems Analyst

Supported central applications.
Began the Problem Management process as a member of Applications Admin.
Had off-hours responsibilities as part of an on-call rotation
Volunteered on several occasions to assume on-call responsibilities for less desirable times, such as holiday weeks.

Confidential,New York, NY October 1998 to May 2006

Tech Support Supervisor

Involved in restoration of production data center following the events of September 11, 2001.
Facilitated in the relocation of the production data center to New Jersey to comply with guidelines set by the Federal Reserve Bank.
Performed department-wide process analysis and developed process improvements.
Provided leadership and supervision; gave instructions as needed regarding applications, operating systems, and hardware, as well as problem resolution.
Responsible for notifying department and division management in the event of situations that could have financial impact.

Confidential,New York, NY March 1997 to October 1998
Console Operator

Completed OpenVMS Cluster Manager II training.
Fielded telephone inquiries from domestic and foreign users.

Confidential,New York, NY December 1988 to March 1997

VMS Tech Specialist, Quality Assurance Technician, Console Operator

Created and maintained test environments, as well as creating production environments on test systems.
Supported console operators with resolutions to problems.

Confidential,New York, NY July 1984 to December 1988

Console Operator, Shift Supervisor, Operations Manager

Managed a staff of 14 operators, plus additional support staff.
Resolved staff issues, such as scheduling and training, as well as conflicts.

SOFTWARE EXPERTISE

Microsoft Office 2010 and lower, BMC Remedy 7 and lower ,SQLPlus, PL/SQL, BASH, Korn Shell, Perl, NFS, DNS, VMS 7.3-2 and lower, Tandem, Stratus/ATM, TMX 6.1.19 and lower, EMC SYMCLI 6.0 and lower, EMC Enterprise Control Center 5.2, IBM OS400, Datapoint RMS command 4.9, Decnet, Network Data Mover, Xerox laser printing software, NCS Access-11, Global Plus, DecScheduler

EDUCATION

Completed Unix Systems Administration Certification curriculum.

Completed two years of liberal arts with a concentration in business management.

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