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Click here or scroll down to respond to this candidateCandidate's Name
Charlotte, NC. Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEPROBLEM/PROCESS/ISSUE/ INCIDENT MANAGERCAREER SUMMARYHighly skilled and energetic Issue and Incident Manager with extensive experience in leading triage bridges and major issues/incidents in support of complex Network and Banking Issues for Fortune 500 organizations. Vast experience within the Technology field spanning 15+ years. Proven ability to combine technical, interpersonal communication and organizational skills to deliver superior customer service to clients.Proficiency in conducting analysis of symptoms from production impacting outages to determine root cause analysis of issues in network infrastructure. ITIL V3 Foundations Certified.Incident ManagementIssue ManagementBusiness RelationshipsIncident ResolutionCorrective ActionsCustomer RemediationBusiness DevelopmentRoot Cause AnalysisCustomer CommunicationsBusiness OperationsRisks and ControlsIssue Intake and ClosureComplex Resolution PlanAnalysis & StrategyProcess ComplianceProcess ImprovementsITILStrategic PlanningTroubleshootingVendor RelationsProblem ManagementChange ManagementRelease ManagementServiceNowPROFESSIONAL EXPERIENCEPROBLEM MANAGER Ahold Delhaize 1.2023-12.2023Apex ContractorOwner of the Problem Management process for the FIT (Finance and IT) domain.Performed causal and trend analyses on incidents to proactively assist in key incident/ticket reduction metrics.Instituted a new WOW (way of working) to standardize problem management globally.Managed the Problem lifecycle, RCA (Root Cause Analysis) development and review process to ensure mitigation of any global FIT related issues.Collaborated with technical teams to ensure that any network and configuration changes were properly documented, approved and tested.Weekly and monthly executive level reportingChaired daily and weekly meetings with technical, business and other stakeholders to ensure adherence to processes and SLAs while providing operational excellence and technical leadership.Continuous relationship building with internal and external teams to ensure goals were met.PROCESS MANAGER Ahold Delhaize 1.2022-12.2022Apex ContractorCharged with onboarding FIT (Finance and IT) into the organizations GSO (Global Support Office) landscape. FIT is a SAP S/4 HANA based, multi-year, Global Finance and IT program that would optimize service delivery and bring innovative solutions to Finance.Ensured the platform processes for Incident, Change and Problem were aligned with GSO standards.Ensured roadmaps were on trackPartnered with cross functional teams to ensure disaster recovery plans were in place and effective.Executive level reporting on pre-Go-Live and Implementation statuses and updates.ISSUE MANAGER Wells Fargo 12.2019-12.2021Apex ContractorSupported DPG (Deposit Payments Group) and DPMM (Deposit Payments Money Movement) for Bill Pay, Direct Pay, Zelle, Wires and Third Party Risk Management in the Issue Management process through identifying issues, determining impacts, lack of controls, risk rationales, corrective action development, root cause analysis, mitigation plans through closure of the issue.Collaborated/partnered with Control, Legal, Operational Risk and Compliance partners from issue intake to closure.Issue capture and Intake provide an understanding of the issue and bring forth to forum to determine if an issue. Issue details were then captured and tracked in SHRP.Corrective Action and Root Cause Analysis Assisted Product Owners with corrective action development and determining the root cause of the issue. Assisted with determination of corrective action due dates and sustainability due dates.Customer Remediation determined if customer communications and remediation efforts were required for an issue through the issue management process. Drafted customer communications and completed Risk and Materiality Assessments.Responsible for tracking and monitoring the issue and corrective actions from start to finish while ensuring all required SLAs were met.Ensured Senior Level Management were provided updates on issues on a weekly basis.INCIDENT MANAGER LPL Financial 04.2018-12.2019HCL Technologies ContractorRecruited to manage the quality and integrity of the incident management process and identify specified teams that should be involved in the troubleshooting and resolution process. Collaborate with stakeholders and IT development teams to ensure service is restored to minimize the impact to business operations.Responsible for hosting "pre-Market Open" Health Check meetings to ensure production environment is healthy prior to market open.Senior level reporting of Start of Day, Mid-Day and End of Day production Environment health, Critical Application and Batch statuses and hourly updates and statuses.Lead the end to end incident management process, resolving cases without escalation.Execute change requests in a timely manner as planned by engineer team and customer.Notify team and participants in the Incident Management process when protocol is not followed.Provide detailed feedback to client groups on all incident resolutions, ensuring details are entered.Create incident resolution plan including details on action taken, risk and impact implications.Monitor critical and high priority incidents to ensure Service Level Agreements are met.INCIDIENT MANAGER Bank of America 12.2016-05.2018Contract with Insight Global (05.2016-12.2016)Hired to manage major incidents and high priority issues within the Bank of America network while keeping senior level management and the business abreast of resolution steps and SLAs.Facilitated all hands-on deck swat calls to triage major incidents to mitigate and restore service.Led triage bridges in support of complex Network issues and work with vendor partners to resolve and service impairment.Initiated and provided leadership with strategic direction related to the successful resolution of a network incident along with available workarounds.Communicated complex technology solutions across differing audiences including technical, managerial, business executives and vendors.Initial contract with Insight Global, converted to full time permanent employee with Bank of America.NETWORK OPERATIONS ANALYST/ENGINEER SERCO North America 12.2013-04.2016Recruited to support the VDOT Statewide ITS Contract/project; monitored and resolved issues with the ITS fiber network, rings, switches, routers and ITS end devices to minimize downtime and to increase safety on Virginia Highways.Utilized monitoring tools such as Solarwinds\Orion, NOC Wiki, NOC Portal, Nagios, 511, Vasalia and ATMS to aid in incident detection and system and network \device outages.Tracked device and network outages using Maximo and ensured all entries were entered quickly and accurately to meet set SLAs to minimize unnecessary dispatchs to vendors.Maintained working relationships between vendors, Field technicians, Field supervisors, Regional Managers and TOCs to assist in minimizing downtime of our networks and ITS devices as well as to aid in incident detection, triage and escalation as needed.DELL INFRASTRUCTURE SERVICE ENGINEER II Tek Systems 04.2013-12.2013Supported Project Manager in assisting users with Windows 7 migration project. Perform setup of equipment via telephone with clients that work from home, advised on pre and post migration steps. Migration efforts included setting up and/or configuring new Windows 7 desktops and laptops, Cisco 5505 routers and Avaya VoIP telephones.Assisted clients with scripted pre-migration of data or manually migrate data from their local and personal drive to an FTP server to later be placed on their new Windows 7 computer.Used MS communicator and or Remote Desktop to assist in troubleshooting user issues. Initiate bridge calls to respond to complex migration issues and escalate any issues outside of realm of support to the appropriate organizational support layer.Ensured all customers are prepared for their GoLive date. Use SharePoint to schedule pre and post migrations for other techs.TECHNICAL SUPPORT ANALYST Anthem Blue Cross Blue Shield 12.2005-12.2011Managed and monitored Sev1, 2 and 3 cases to ensure SLAs are met and downtimes minimized. Initiated bridge calls to proper teams to assist in problem resolutions enterprise wide.Assisted members with security settings in IE such as trusted sites, certificates and security levels.Provided members with answers and/or solutions to web related issues for the Blue Cross website.EDUCATIONVirginia State University |
