Change Manager Resume Example

• Used BMC/Service Now to develop spreadsheets, reports and tracking systems.
• Developed and coordinated response processes.
• Provided immediate emergency response and incident management.
• Conducted post-resolution reviews with team members.
• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Handled 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 events.
• Supervised and guided new employees on Incident Command and Change Management and responded quickly to questions, which improved understanding of job responsibilities.
• Managed supervisor itinerary and appointments and streamlined scheduling procedures.
• Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
• Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
• Provided immediate emergency response and incident management.
• Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
• Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
• Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.

• Gathered, documented and modeled data to assess business trends.
• Restructured procedures through coordination with leadership teams to create and execute projects.
• Leveraged on-site observation and personal interviews to identify team and individual strengths.
• Reviewed internal systems and organized training plans to address areas in need of improvement.
• Recommended identified operational improvements based on tracking and analysis of incident tracking data.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
• Evaluated current processes to develop improvement plans.
• Developed KPI metrics derived from raw company data to track improvements in organizational efficiency.
• Resolved high impact problems, improved operations and provided exceptional client support.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.
• Effective liaison between customers and internal departments.
• Maintained up-to-date knowledge of product and service changes.

UNISYS 02/16/2010 – 12/10/2017

Incident Management

Main escalation point for the Service Provider Support teams, and a liaison with Major Incident Management (MIM) Dedicated team accountable for the end-to-end incident management process

Monitoring of tickets and taking the actions necessary to meet service targets

Daily duties:

v Major Incident with a priority of “Critical” or “High”, client facing

v Priority 1 (Critical) and Priority 2 (High)

v Client satisfaction for Incidents

v Managing user escalations for Incidents and user service requests

v Reporting

v Initiation of Problem Process for problems identified by Incident Management

v Initiation of Issue Process for Issues identified by Incident Management

v Ensuring correct execution of Incident Management Processes

v Oversees Incidents and User Service Requests end-to-end

v Coordinates activities for High and Critical Incidents, P1/P2 process

v Contact Service Delivery Manager to discuss details of the rejected Escalation

v Notify Service Provider Incident Manager of Master ticket

v Monitor service levels of Incident management function

v Discuss prioritization with Service Provider Incident Management

v Validate use of Knowledge Base on Escalations

Escalation Manager/CSAT Manager – Novartis

Resolves and analyzes more complex technical or process items in a call center/help desk/data center environment. Uses expertise in customer service, IT Service Management, and technical knowledge gained from prior experience to resolve issues surrounding installation, usage, and training on software and/or hardware products. Diagnose, identify, isolate and analyze trends and problems utilizing historical database records. I also support one or more areas such as request management, problem management, asset management, knowledge management, reporting, and incident management.

Daily duties: I handle incoming issues that affect business production and/or efficiency. I analyze all given data and coordinate with all responsible groups to ensure that all impacting issues are resolved and documented within an 8-hour SLA. I then Track the reason for the escalation and report this information on some bi weekly ops call this allows me to share my trending reports to offer best practices and risks improvement.

Weekly Duties: As the Escalations Lead I present bi weekly meeting with the client and internally to insure the quality is checked and actions plans are in place to insure the company can avoid future escalated issues. I also provided Bi Weekly Charts for RCA (Root Cause Analysis) for clear needed actions on a site level (Globally).

Monthly Duties: As the Escalation Lead I provide MTD reporting that insure valuable data is accurate and accounted for. This Information includes site level risks. Agent level risk and actions. MTD Deep Dive results and actions tracked Escalations from previous months to insure actions plans are on the correct path.