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Click here or scroll down to respond to this candidateCandidate's Name
Middleburg Fl Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEMAJOR INCIDENT MANAGEMENTResults-oriented Incident Management with a decade of technical experience and a proven track record in managing and resolving incidents. Skilled in communication, leadership, team building, and strategic thinking, seeking a challenging role to optimize IT operations and drive continuous improvement.Core CompetenciesCommunicationLeadershipTeam building and DevelopmentStrategic ThinkingQuality Assurance and TestingServer/Network AdministrationProblem Resolution / TroubleshootingTechnical ProficienciesPlatforms:Windows, AndroidTools:Microsoft Office, MS Publisher, FrontPage. Norton/ McAfee / AVG/Symantec Antivirus. Internet Explorer and Netscape, WinZip, Micros Res3700, Micros e7Hardware:CPU, Mother Boards, Hard Drives, CD ROM, DVD Players, Video cards, Sound Cards, NIC, Workstations, Tablets, Printers, Digital Cameras / Imaging, Micros WS4, WS4LX, WS5, WS5a, 2015 PC-WS Eclipse, PC-WS 2010, Switches /RouterTicketing Software:ServiceNow, V-Tiger, Salesforce, Managed service engine, HelpMateNetworking:LAN, TCP/IP, DHCP, Ethernet, Fast Ethernet, Gigabit Ethernet, Switches / Hubs, Router / Firewalls, Cabling, Diagnostic Tools; (i.e. Hirens, Toners)Programming Languages:AutoITProfessional ExperienceDeutsche Bank Direct HireOperations Lead, AVP - June 2022 PresentReview all live incidents or incidents to be reconvened during US hours. Confirm inc details are complete and easily understandable by a non-technical audience. Listen to live calls to confirm incident managers are driving calls to completion, coach in side chats, or in one2one sessions after the call as appropriate. Discuss with other lead members of the team, what learning opportunities are most frequently seen, and design lesson plans for groups or individuals as required.Key Achievement:Reduce team over all Quality check failures by 89% in 1 year.Create internal trackers for key tasks required by multiple national regulators, preventing potential finesIncident Manager, Associate - May 2020 to June 2022Lead technical discussions with industry experts, engineers, and vendors in order to mitigate,Establish time lines for technology operations, from internal and Vendor support teams.Aptitude to assemble and clearly present technical information to non-technical peopleAnalyzing incident trends and recommending corrective actions, as necessaryUnited States Army ReservesCombat Engineer, May 2021 to PresentRapidly asses situations and determine the best and most efficient course of actionCommunicate quickly and efficiently with multiple teams to coordinate operationsAssisted in set up, running and break down of training eventsTekSystems - ContractSystem Administrator, Jan 2019 to April 2020Provided ongoing support for all vessel operations on approximately 200 vessels worldwide. Design, document and manage inventory for two coasts. Lead or assist as needed in upgrade projects including hardware and software across the fleet. Resolve system down issues remotely including Domain controller swaps. Assist architect with design process of future vessel network design.Key Achievement:Create custom software to detect and catalog vessel PC inventory without interrupting vessels day to day operations.Located additional 17% (~$175,000) PCs not previously in inventory.Robert Half Technologies - ContractSr. Desktop Support, Jun 2018 to Dec 2018Manage the build out and site enhancement to accommodate approximately 900 users. Install switches, routers, organize cables, add power supplies to live switches, and perform system tests following upgrades. Analyze and assign trouble tickets escalated to other teams, and document outstanding tickets that violate SLAs. Determine the root case for unresolved trouble tickets and perform the necessary steps to identify a resolution, including escalated to third-party vendor if necessary. Maintain two-factor authentication keys, and detailed information regarding inventory.Key Achievement:Collaborated multiple teams across regions to coordinate and implement best practice for reduced troubleshooting times, while ensuring minimal disruption to daily operationsRadius Global Solutions Direct HireDesktop Support 1, Oct 2017 to Jun 2018Provided ongoing support for all call center operations including hardware and software break-fix, desktop customization, troubleshooting call center auto-dial functionality, and internal databases. Analyzed issues related to phone systems and collaborated with service providers to resolve outstanding issues to minimize impact on daily activities. Setup workstations for new users, and provided system upgrades and updates for outdated hardware andsoftware packages. Collaborated with call center managers to perform routine system updates to ensure minimal impact on production environment.Key Achievement:Discovered a process mismatch between sites, involving a specific website wasting $8,000 annually in paper. Submitted recommendations to management for an immediate resolution by purchasing software with a one-time licensing fee.Veritude - ContractLead Support Technician, Apr 2017 to Oct 2017Coordinated with Development teams to manage client communications and delivery of software fixes or enhancements, ensuring solutions met or exceeded clients needs, with minimal production impact. Troubleshot helpdesk tickets from users and Tier 1 support teams at local sites, and provided recommendations for self-service resolutions, or rendered remote support to properly resolve issues in a timely manner. Operated as liaison between IT and operations in executive staff meetings, providing status updates on IT operations and help desk functions, and reporting any outstanding issues requiring additional support. Controlled Cisco and HP VLAN configuration during client moves.Key Achievement:Managing a site expansion, increasing site users by 35% - approximately 300 users. |
