Business Continuity Manager Resume Example
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BUSINESS CONTINUITY MANAGER
Professional Summary
Talented IT professional specializing in leading high-performing and multi-disciplinary teams from product development through successful product launches. Accustomed to managing multiple projects and priorities in fast-paced environments.
Skills
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Work History
Business Continuity Manager, 07/2013 to Current
Old National Bank – Delavan , WI
Old National Bank – Delavan , WI
- Developed and identified CBS IT emergency management plans for decision making and communication, continuity of critical department processes, or temporary shut-down of non-critical departments to ensure continuity of IT operations and governance principles.
- Recommend recovery strategies and options, and assist with the implementation of recovery solutions.
- Develop and maintain IT frameworks for: assessing business interruption risk, performing business impact analysis, and providing IT business continuity training.
- Within the context of a matrix organization, develop, produce and update IT business continuity materials and documentation (e.g. plans. emergency response procedures, call lists, etc.).
-
Evaluate and recommend software
solutions which will increase the efficiency and effectiveness of
IT's business continuity plans and activities.
(e.g. Send Word Now Application)
Service Desk Manager, 04/2010 to 07/2013
Engility Corporation – Austin , TX
Engility Corporation – Austin , TX
- Assumed ownership over team productivity and managed work flow of daily activities of the IT Service Desk while providing 24/7/365 support to approximately 23,000 end users throughout CBS divisions and business units.
- 9,000-12,000 incidents and requests on a monthly basis at 99.3% Service Level Agreement (SLA) with 83.5% first call/contact resolution. Devised and published metrics to measure the Service Desks success and improved SLA by 22% within the first 2 months of employment.
- Mapped current processes and offered recommendations for improvement. (e.g. incorporating ITIL methodology, knowledge base, etc).
- Created a solid escalation procedure for the life-cycle of
all outages and conducted 5-15 weekly knowledge sharing sessions to capture "Lessons Learned" and streamline the product and service improvement process.
- Facilitated various departmental communication to effectively maintain up-to-date knowledge of product and service changes
- Responsible for all hiring
recommendations,
performance evaluations, motivating employees, overall performance and
training.
- Successfully relocated the service desk from California to Atlanta and hired and trained all new staff.
Senior Client Service Manager, 07/2001 to 03/2010
First Republic – Jackson , WY
First Republic – Jackson , WY
-
Responsible
for client satisfaction while serving as a liaison between IT and clients.
Educated clients and facilitated enterprise IT roll-outs and products. Worked
with IT groups to evaluate technology and ensure compatibility and
effectiveness for shrink-wrap applications.
Processed
4-5% of 6,500+ calls received by the Global Service
Desk with 99% client satisfaction
·
Produced
quick reference guides (QRG), user manuals and trained clients on policies
and procedures, increasing client productivity by 15%
·
Assisted
in creating new hire procedures to implement IT Infrastructure Library
(ITIL), saving the company $500-$1,000 per new hire
·
Assisted
in implementing ITIL (Incident Management and Problem Management), which
provided 24/7 client support and created a consistent process for handling
global client services
·
Monitored
Remedy reports and assisted in taking Service Level Agreement (SLA) from 85%
to 95%
·
Negotiated with
vendors to reduce quotes, which saved the company 3-15% off original price
·
Served
as primary contact for Domestic TV applications, coordinating new releases
and updates with vendors & SPE IT staff, resulting in 100% client
satisfaction
Education
Bachelor of Science: Business Management, 2004
Univercity of Phoenix - City, State
Univercity of Phoenix - City, State
General: General Education, 1998-1999
Santa Monica College - City, State
Santa Monica College - City, State
Computerized Business Systems: 1995
Computer Learning Center - City, State
Computer Learning Center - City, State
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Resume Overview
School Attended
- Univercity of Phoenix
- Santa Monica College
- Computer Learning Center
Job Titles Held:
- Business Continuity Manager
- Service Desk Manager
- Senior Client Service Manager
Degrees
- Bachelor of Science : Business Management , 2004
General : General Education , 1998-1999
Computerized Business Systems : 1995
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