7+ years Experienced Major Incident/Crisis and Problem Manager with demonstrated excellent problem solving, analytical, attention to detail, and people skills for many types of customers/clients.
UNISYS 02/16/2010 – 12/10/2017
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
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 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.
Experienced Service Manager with a demonstrated history of working in the eCommerce and software world. Strong support professional skilled in Event, Incident, Problem, and Change Management.
A+ Certified – 2006 to current
Fluent in all Microsoft Office applications.
ITIL 4 Foundation
ITIL 3 v3 Intermediate great with 3 years plus continued studies.
SaaS (Software as a Service) continued training since 2018
ITIL Problem and Change continued training for the past 3 years.
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