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Click here or scroll down to respond to this candidateCandidate's Name
Over 20 years of IT Experience & Successful Track Record Providing ResultsE-mail: EMAIL AVAILABLE (c) PHONE NUMBER AVAILABLE (h) PHONE NUMBER AVAILABLETECHNICAL KNOWLEDGEOperating Systems:Linux, Microsoft Windows ServerSoftware & Tools:ServiceNow, Jira, SolarWinds, App Dynamics, SPLUNK, New Relic, Pager Duty.Languages:SQL, JavaMethodology:ITIL, AgileCertifications:ITIL V2, HR Management Certificate, MCP/A+ CertificationEDUCATIONBachelor's Science in Business AdministrationLaGuardia College, Queens, NYPROFESSIONAL WORK EXPERIENCETransport Services Self Employed 01/2021 PresentWorked as an independent contractor with Uber and Amazon.Provides shared ride as a Uber driver.Provide delivery as an independent contractor for Amazon.Incident Manager DISYS at Amtrak 01/2020 02/2020Provided off-hours coverage in support of the companys Information Technology components. I.E. Network, data center, infrastructure, and applications.Coordinate the incident response process for our security operations center and communicates event status to leadership while working with teams to restore failed IT Service(s) as quickly as possible.Stay informed of production changes that could affect functionality and alerting.Managed the lifecycle of high severity tickets from identification to resolution.Provided for escalations and management of high severity tickets. Maintain notes and follow-up activities for major incidents associated with high severity tickets. Ensure flawless execution of the incident resolution process, with transparent communication to internal stakeholders and external partners.Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Sales Leadership, etc. to ensure alignment across the business.Works independently or as a project team member. Works on small to large, complex.Troubleshoots existing information systems or networks to identify errors or deficiencies. Document all Incidents and issues encountered during the shift in preparation for shift turnover reports.Perform daily governance and QA activities for all Severity incident tickets.Manage conference calls during high severity incidents.Incident Manager Ionic Security 04/2016 06/2019Consistently restoring services within established ticket response SLA.Quickly develop a comprehensive understanding of the applications and infrastructure within the environment and how they impact external Vendors/Partners, internal users or other lines of business.Participate in cross-functional post incident process reviews to ensure continuous improvement of operations and execution.Serve as Communication Center for all critical issue and final resolution.Incident Manager Sterling Backcheck 05/2014 09/2016Manage internal and external incident communications across a diverse audience up to and including Executives and External Clients.Lead and perform incident avoidance activities to prevent imminent impacts and outages to client facing applications and platforms.Exhibit strong high-impact communication skills by managing conference calls and drive for a quick resolution.Constant meeting with Change and Problem Management to understand potential impacts and helps establish workarounds and support Root Cause Analysis and Corrective Action implementation.Led team training and documentations of processes to improve operational efficiency.Incident Coordinator Coca-Cola Refreshment (Atlanta, GA) 02/2004 03/2013Managed Sev-1 and sev-2 major incidents.Collaborated with internal & offshore technical support to get quick resolution on high Severity issues.Provides technical analyses to help define, assess, and monitor the technical aspects of the impacted service. |
