Major Incident Manager Resume

PROFESSIONAL EXPERIENCE:

Confidential

Major Incident Manager

Responsibilities:

Responsible for managing outages impacting both state of GA / TX financial applications, network components, and critical systems.
Provide technical plans, updates, and consistent communications in scope of the process and services to the business units and stakeholders.
Responsible for assessing impact and urgency prior to declaring major incident and invoking business continuity procedures.
Escalation point for service tower providers where resolution ownership is disputed.
SME for security related issues.
Provide guidance and assistance to SDO’s to ensure a globally consistent approach to operational processes.
Responsible for ensuring incidents are resolved effectively securing end - to-end service level agreement and service management.

Confidential

IT Consultant

Responsibilities:

Responsible for defining process and procedure for initiating, approving and deploying changes.
Lead the CAB (Change Advisory Board) for Major/Significant Changes which affected IT infrastructure and collaborated with CABs which oversee other IT processes (Client, Application, etc.).
Defined and administered the application of change freezes/change blackout windows for services which required additional caution.
Process improvement - Strived for a reduction in un-managed changes in the environment to reduce risk to critical IT system.
Responsible for managing the process and tool by which changes are tracked.
Responsible for creating and publishing forward change schedule detailing all changes occurring within the environment.

Confidential

Change Management Specialist / Infrastructure Project Coordinator

Responsibilities:

Coordinate new projects with stakeholders to assess planning, design, financial review, and project delivery.
Managed various projects pertaining and not limited to new server build requests, hardware upgrade and refresh, storage allocation, and optimization requests.
Provide oversight and management of change activities in multiple IT environments (Production, Development and Quality Testing).
Determine risk assessment for new changes to evaluate timing, approval, financial impact, priority and urgency.
Coordinate ECAB activities to assist with processing emergency changes.
Asset Management - Maintain changes to configuration items created in the CMDB.
Support various teams with the decommissioning and patch change processes.
Participate in weekly CAB (Change Advisory Board) meetings to present new changes and provide status of changes impacting various environments.

Confidential

Internal Consultant

Responsibilities:

Served as Process Specialist for multiple accounts within the SE region (Incident, Problem, Change, and Asset Management)
ITIL certified Practitioner
Served as Transition Consultant for new accounts acquired by HP
Served as SME for various ticketing systems (Remedy, HP Service Manager, Peregrine - Service Center, and GCSS).
As a Technical Writer, created trend analysis reports, process documentation, business requirements, work instructions, and flow charts to depict HP leveraged processes and best practice.
As a knowledge expert, created and published procedure documents, work instructions, and process charts for global service desk and tier 2& 3 support teams.
Created support models for various phases in support of transition activities for new contracts.
Documented business requirements for tool changes to ensure audit compliance and client approval.
Provided weekly reporting to determine trend analysis, MTTR, Aging, and statistical review.

Confidential

Quality Consultant

Responsibilities:

Provide oversight and training to the Birmingham, Atlanta, and Mumbai Technical Support Centers.
Analyze requirements and facilitate quarterly reviews to discuss changes within the account and new business.
Technical Writer - Responsible for creating and posting procedure documents and online work instructions. Ensure that documents are current, updated, and meet all of the qualifications for contractual agreements.
Provide real time updates to the leadership team to ensure that account service areas are adhering to the current ISO (International Organization of Standards) requirements.
Assist and perform internal audits for multiple service areas within the Confidential & Confidential account.
Core member of the Disaster Recovery Business Continuity internal process team.