SUMMARY:

Strong collaboration, communication, presentation, and technical writing skills. A results - driven IT professional with over 15 years of experience in hardware and software support, incident, change, and problem management, technical analysis and software testing. ITIL certified; SDLC Experienced.

SYSTEMS PROFICIENCY:

OS Platforms: OS/2, DOS, Microsoft Windows (all versions), UNIX/Linux, Novell, VMWare, iOS, Android, Citrix

Networking: TCP/IP, IPX/SPX, NetBEUI, DHCP, DNS, Subnet routing, VPN, Firewall, LAN, WAN, Cat-5/6, Fiber optic, 802.11 wireless, cabling and configuration, SAN

Hardware: PC Hardware (custom builds and upgrades), workstations, servers, routers, switches, and hubs (Cisco, Linksys, 3com, Netgear), cable and DSL modems, RAID configurations, SSD

EXPERIENCE:

Incident Manager / Problem Manager

Confidential, Minneapolis, MN

Responsibilities:

• Leveraging ITIL best practices and providing end - to-end management of the Incident and Problem Management functions
• Maintain 24/7/365 stability of production and test environments through troubleshooting of complex problems involving database, server, network, firewall, and code-related issues.
• Own and drive service restoration and root cause analysis in a fast-paced environment to ensure timely and permanent resolutions.
• Communicate time-critical status updates to a wide range of corporate leadership teams
• Participate in change review boards to ensure process compliance and mitigate risk to the business
• Maintain command and control during major incidents involving multiple cross-functional teams

Incident Manager Team Lead / Incident Manager

Confidential, Richfield, MN

Responsibilities:

• Design and implement functional space for Major Incident Operations Command Center
• Train, coach, and mentor a team of 7 - 12 individual Major Incident Managers
• Create and manage a 24/7/365 schedule based on fluctuating business needs and volumes
• Created and updated a knowledge base for all critical applications
• Participate / contribute to daily and weekly meetings for continual process improvement
• Extensive experience in ServiceNow Incident, Problem, Change modules.
• Drive overall service restoration process for all critical IT systems via the Major Incident process
• Facilitate technical restoration teleconference calls with multiple cross-functional support teams
• Communicate status updates to a wide corporate audience including business leadership, technical teams, and end users
• Escalate as necessary to achieve timely service restoration.
• Ensured 100% SOX audit success for Emergency Changes through strict process adherence
• Responding to requests from multiple lines of business through phone and email support

Control Desk Analyst

Confidential, Richfield, MN

Responsibilities:

• Proactively monitor high priority incidents and escalate to support teams for timely resolution
• Maintained 24/7/365 on - call support escalation line for all critical IT systems.
• Initiate conference bridges for service restoration process during critical system failures
• Engaged all Incident Management, Technical Support, and Leadership team for all critical issues
• Worked with service desk to identify trends and raise front line messages
• Managed field leader escalation and provided status updates on escalated and aged tickets
• Respond to requests from multiple lines of business through phone and email support

Software Quality Assurance Analyst

Confidential, Eden Prairie, MN

Responsibilities:

• Design test plans, scenarios, scripts and procedures for testing software and hardware.
• Track bugs and other change requests in Microsoft Visual Studio Team Foundation Server (TFS).
• Managed multiple OS testing environments with VMware Workstation.
• Tested software programs and hardware devices for research projects.
• Participated in requirement planning for new software features or changes.
• Closely worked with software developers to ensure product features were implemented according to design specifications.
• Used custom software to read/write/edit EEPROM chips on custom hardware devices.

Lead Incident Manager, Customer Experience Center

Confidential, Minneapolis, MN

Responsibilities:

• Trained and supervised new members of the Customer Experience Center
• Generated performance review data and feedback for team members
• Expanded and improved documentation in the CEC knowledge base
• Prioritized restoration activities based on resource availability and criticality
• Facilitated technical restoration process during critical system failures
• Managed A/V equipment and back office server room equipment ensuring continuous service
• Communicated to a wide corporate audience: major stakeholders, team leaders, and end users
• Responded to requests from multiple lines of business through phone and email support
• Promoted to Incident Manager December 2006
• Monitored critical corporate systems via Tivoli, Keynote, Mercury, Gomez
• Incident management of active issues and prioritization based on urgency and impact
• Engaged critical business teams, and moderated problem - solving efforts
• Web publishing utilizing Vignette web content management

Technical Analyst, Field Technology Support

Confidential, Minneapolis, MN

Responsibilities:

• Achieved Silver and Gold s for service
• Provided second level technical support to 15,000+ financial advisors and field staff
• Subject matter expert, created and reviewed first and second level troubleshooting procedures
• Worked both independently and collaborated with team members to resolve critical issues
• Installation and troubleshooting of PCs, Printers, Network devices, commercial software such as Lotus Notes; Adobe Acrobat; Morningstar; Citrix; Java; Virtual Machine; Office; VirusScan; PC Anywhere; Cisco VPN; and SQL Database Server, and custom proprietary software