| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidate2006 - 2008Associates in Information Technology -Computer Network SystemsCandidate's Name
Strong, in-depth understanding ofIncident, Problem, ChangeManagement ProcessesExperience with environmentoperating system monitoring tools,Splunk, Dynatrace, Datadog,Solarwinds, GrafanaExpert with Helpdesk softwareServiceNow, Footprints, Jira, Kanban,Asana softwareExcellent problem resolutionjudgment and decision makingTeam player, ability to lead teamsgloballyExperience working with all levels ofmanagementExceptional verbal and writtencommunication skillsAbility to work effectively in a fast-paced, dynamic environment.Experience working with IT systemsand applicationsAbility to Analyze a high volume oftechnical data and work in a fast-paced environmentAdvanced experience in Incident,Major Incident & Problem processAbility to adapt, learn newtechnologies, develop new processes,and improve proceduresAbility to work with cross-functionalteams, and manage andcommunicate with teams in differentlocationsPHONE NUMBER AVAILABLEEMAIL AVAILABLELinkedin Profile12592 Wildcat Cove Cir, Estero, FL 33928Detail-oriented team player with exceptional organizational skills and strong customer focus and a passion for improving service resilience and customer satisfaction. Ability to handle multiple projects/incidents simultaneously with a high degree of accuracy. Over 15 years of experience in supporting and analyzing business solutions for Fortune 100+ companies. Observation, inspiration, and determination are my foundation for success. Introducing fresh perspectives and new techniques allow businesses to evolve and grow. July 2021 - November 2022Applied development best practices in daily tasks for efficiency and accuracy Responded to technical concerns quickly and effectively devised solutions Developed and implemented process flow improvement and standardization projectsSupport and monitor Critical / Major applications and services Focus on identifying business impact to critical incidents Provide tactical solutions and support the strategic vision Continuous Improvement to Incident/Problem Processes Host Post Incident Reviews for follow-up activities leading to Problem ManagementMonitor progress and perform escalations as needed November 2022 - February 2024Overseeing the incident management process and team members involved in resolving the incident.Provide operational metrics for all incidents and problems North America Incident LeaderHandled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact Gathered data from incidents that had been remedied for careful review and analysis to prevent future eventsAssessed incident priority based upon impact to business and escalated issues as necessaryContributor to reduction of incidents and downtime by driving process/continuous improvement effortsCreation of runbook/playbooks (Knowledge Articles) Support/monitor/lead and scribe Severity 0 -2 Incidents Monitor staging and non production environmentsHosting After Action Review (AAR) meetings to review Post Mortem docs Partner with support teams to implement Corrective Actions for Incidents identified by usersProvide 24x7 on-call supportPartner with Site Reliability Engineers to ensure stability of infrastructure Partner with Observability teams post incident to determine where additional monitoring can be implementedS K I L L SC O N T A C TE D U C A T I O NP R O F I L EW O R K E X P E R I E N C ESenior Critical Incident Manager LeadAirbnbPrincipal Engineer Service ManagementCarMaxC E N K A K O V AS R C R I T I C A L I N C I D E N TM A N A G E R L E A DSupport and monitor Tier 1 (Critical / Major applications) Lead Problem Management Root Cause investigations for all Critical and Major P1/P2 IncidentsWork with various teams to improve monitoring and critical incident alert notificationsWork with application owners and monitoring teams to ensure all critical functions are monitored to prevent critical or major outages (Preventative / Proactive)Built key metrics to utilize for decision making and developing run-books and continue to look for improvementsPublish Root Cause analysis reports to technology and business leadership Continue to build knowledge and thorough understanding of Service Management/ITIL frameworkContinue to improve Incident and Root Cause analysis processes for critical and major incidentsResponsible for communicating critical and major incidents to internal leadership/IT teams based on scale/scope and impact Lead and document critical and major outages untilfull service is restored Engage/escalate to application/infrastructure SMEs to assess and determine best course of actions to be taken to restore full functionality Engage various support personnel and drive critical and major incidents until service is restoredEstablished team priorities, maintained schedules and monitored performance Work with application owners and monitoring teams to ensure all critical functions are monitored to prevent critical or major outages (Preventative / Proactive)Exposure with Change Management Host CAB meetings Communicate concise communications based on business impact Manage and coordinate urgent and complicated support issues Perform deep dives on incidents manually reported to create strategic directives March 2020 - July 2021May 2019 - March 2020Analyzed and assessed data on incidents and applied analytical methods to support management decision makingAvailable 24x7 to lead Major Incident bridge calls by providing strong leadership and restore service as quickly as possible, in addition to sending executive communications based on incident scope and impactEnhanced and developed new Incident and Problem management processes Work with Disaster Recovery team to ensure each critical application is well documentedCreated dashboards to detect and monitor critical applications to avoid major incidentsResponsible for Network level 1 team to ensure alerts are acknowledged and escalated within established SLTPartnered with various technology teams to create and maintain runbooks for application/system outagesBuilt relationships with field support technicians to ensure each site that has encountered issue is fully rectified within SLTProvide monthly metrics and KPIs based on availability from application perspective and overall uptime and downtime across enterprise Continuous improvement (Best Practices) - Look for monitoring opportunities(preventative measures) from application and infrastructure perspective Incident/Problem Manager LeadArthrexEnterprise Incident and Problem Manager LeadAutonationCommand Center Sr Manager, LeadAllstateJanuary 2010 - April - 2019Provide overall guidance, education, and training to all Incident Managers in two locations to ensure processes and SOP's created are followed to ensure customer and leadership expectations are exceededManage and host Major Incidents (critical) to business and driving fast incident resolutionAbility to drive restoration of services in timely manner to reduce MTTR and MTTAExperience with identifying unexpected behaviors and ensuring restoration of service and root cause analysisResponsible for decisions made related to escalation and prioritization and actions takenAbility to drive root cause investigations, document actions taken, create and update current SOP'sCommunication and coordination status of Major Incidents Document lifecycle of Incident and Problem related incidents Correlate and work with various support personnel (ITSM, Application, SME) to improve/and or correct processes, workarounds, and continuous improvements Create variety of reports to present to leadership of daily/weekly/monthly stats(Trending analysis)Assess and provide areas of improvement based on data assessed Demonstrate organizational success factors by being point person for daily issues, updates, and communications for two centers (located in Belfast, Ireland; and Northbrook, IL)Focus on strategy and continuous improvementProviding input to problem management teams during root cause investigations Coordinating responses between technical teams during service disruption to address and solve service failures as quickly and effectively as possible Risk assesses major impacting incidents, and take whatever actions are necessary to restore service back to business and customers Act as liaison between incident and leadership and provide status updates when called uponInteract and work closely with leadership, application support and technical support groups to resolve incidentsResponsible for Incident Detection, Facilitation, Communication, Change Coordination,Problem Coordination for all applications within Command Center Perform end to end transaction monitoring for all Tiers 0-9 priority one applications to identify trends/problems, make on-demand decisions, create processes, and maintain health/availabilityDetect/maintain IT infrastructure/application incidents by monitoring both application and infrastructure for errors, latency, or any other issues with various monitoring toolsMaintain Target MTTR (Mean Time to Repair)Perform best practices by using ITIL methodology framework Support comprehensive DR testing for consumer, agency and claims facing applications Consistently and effectively implement innovative solutions and streamline processes that impact customers and internal partners to increase speed, agility, and affordabilityTrack key standards and metrics Assist in creation and communication of monthly metrics on Command Center services to leadership Measured team performance and reported metrics to leadership team members |
