Problem and Incident Management Analyst Resume Atlanta, GA - Hire IT People

SUMMARY:

Expert problem solver with 14+ years of experience in ITIL driven technology organizations.
Proven ability to manage multiple projects, problems and incidents while meeting challenging deadlines.
Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice.
Professional, creative, and flexible, combined with highly analytical thinking.
Extensive involvement in all levels of relationship building.
Skilled at reasoning through to logical conclusions.
Experienced in managing incidents across the entire incident life - cycle in accordance with ITIL.
Always work towards continuous improvement of process and procedures.
Lead cross functional groups for incidents requiring multi-vendor engagement.
Problem Management research and root cause analysis.
Resourceful and excel at building trust
Proven knowledge in ITIL best practices for Incident, Problem and Change Management.
Develop Problem Management strategy
Strong interpersonal skills and recognized project management skills
Skilled in process analysis and redesign
Technical reviews for prospective IT projects

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Problem and Incident Management Analyst

Responsibilities:

Chairs weekly status meeting on KPI involving technical teams and management.
Perform root cause analysis (RCA) on IT infrastructure, applications and databases.
Helped with establishing guidelines for determining thresholds for problem reporting.
Manage cross functional team of application and production personnel to evaluate existing technologies and business processes.
Recommended and suggested improvements to existing procedures.
Involved with the transition of the Problem Management team’s scope into one of Service Operations.
Detailed documentation of business and system requirements, process flows, and data models.
Planning, executing, monitoring and controlling phases of projects originating from Problems.
Perform investigative analysis and reporting on chronic incidents.
Negotiate and drives conference calls with the customer.
Provides timely feedback to upper level management
Responsible for engaging, escalating and communicating with cross-functional groups
Tracked and analyzed business unit trends.
Developed and documented several Incident Management process models for the role of Incident Manager.
Proficient at management of multiple assignments, coordination of group activities, execution of plans and follows up to completion.
Research historical data on infrastructure and application performance to identify trends in degradation of service.

Confidential, PEACHTREE CITY, GA

Microsoft System Administrator

Responsibilities:

Resolve performance issues for each type of system: Database, Web server, Exchange and Active Directory.
Installing, configuring and administering system technologies
Back-up and restore of all critical resources.
Responsible for monitoring networking systems, networking devices, and servers.
Analysis and selection of new technology required for expanding computing needs throughout the organization.
Evaluate and recommend new products and services
Identify potential trends in performance gaps and recommend modifications by using process improvement principles.
Collaborate with Operation teams to perform scenario analyses to align operations with growth.
Liaison and coordinate with internal teams as necessary to resolve customer issues, coordinate customer review sessions, and manage new opportunities.
Provide process to identify and resolve problems before incidents occur through trend analysis, investigation and diagnosis.
Experience with inbound and outbound call center procedures and processes including opportunity and lead management.

Technologies: Windows 7/Vista/XP, Server 2003 - 2008; MS Office 2010/2007, SolarWinds, Empirix, TrueSight, HP OpenView, ServiceNow, SharePoint, Active Directory, TCP/IP, Exchange Server, Trend

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Problem And Incident Management Analyst Resume

Atlanta, GA

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