Incident Manger II Resume Example
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INCIDENT MANGER II
Professional Profile
Dedicated and self-motivated individual offering a solid background in management and quality customer and technical service.
*Proficient understanding and applicable knowledge of practices based on ITIL Service Management
*Excellent organizational skills, able to multi tasks in high-pressure, ever-changing environments.
* Strong communication skills, with ability to facilitate relationships with clients, co-workers, and all levels of management. * Proven record of achievement in meeting and exceeding customer and employer expectations.
* Proficient in Windows, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Clarify, Salesforce. *Proficient in Hardware setup/installation, software and network troubleshooting
*Type 50 WPM
Qualifications
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Relevant Experience
Led a successful acquisition and the subsequent technology integration in under 30 days.
Reduced technical escalations to management by adjusting the parameters surrounding incident classification resulting in a more thorough incident classification procedure.
Experience
BlackbaudJuly 2015 to October 2016Incident Manger II
City , STATE
City , STATE
- Performed duties based on ITIL Service Management practices.
- Executed the Incident Management process tasks according to established processes and SLA's.
- Classified and prioritized incidents based on severity and impact level.
- Communicated with internal and external clients and provided timely updates of critical incident data.
- Tracked Incident milestones; diagnosis, repair, recovery, restoral.
- Assisted other departments with identifying the impact of incidents internally and externally.
- Facilitated the Post Incident Review process and validated the PIR data.
- Conducted Post Incident Review meetings with leadership and Quality Team twice weekly.
- Periodically conducted Incident Management review portion of RDQ Quality meetings held with executive leadership and Quality Team leadership.
- Assisted in the creation and implementation of new processes and practices based on ITIL Service Management as a team standard.
- Performed setup and management of internal communication channels (Conference bridges, WebEx).
MegapathMay 2014 to April 2015Outbound Ticketing Tier II / Installations
City , STATE
City , STATE
- Ticket management and resolution.
- Core installations of new hardware (modem, router, switches).
- Worked with field technicians to assist with all levels of hardware installation.
- Proficient use of Clarity database software.
- Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Used understanding of OSI model to troubleshoot and resolve network issues (Routing, VPN; Static IP addresses; VLan; ).
- Used knowledge of Command Prompt /Secure CRT to effectively identify any network; circuit irregularities and troubleshoot.
- Use of Telnet, SSH, Putty to log into modems/routers for various purposes with the use of Cisco commands and various Vendor hardware commands (reboot; configure; update firmware; ping test; etc.).
- IP allocation to new hardware.
- Ability to navigate through various software systems simultaneously.
- Worked quickly and efficiently with various company help desk to identify any and all network issues and used clear communication via phone/email to bring them to a resolution.
MarshOctober 2010 to May 2014Certificate Specialist / Database Management
City , STATE
City , STATE
- Database management, Siebel Proficiency.
- Production of Certificates, Data Reports.
- Excellent organizational/time-management skills, ability to handle multiple tasks.
- Proficient knowledge of Microsoft Office (Excel, Word, Outlook).
- Manage work queue, identify and report any Service Level risks, technical issues/complications.
- Ability to navigate through multiple systems efficiently and effectively.
- Created custom software tools/reports, implemented as work standards.
- Extremely high attention to detail to ensure work is of the highest quality.
- Use of extensive communication skills to effectively interact with clients.
X-BOX Customer CareJanuary 2003 to February 2005Tech Support Tier 2 Risk Management Escalations Agent; Trainer
City , STATE
City , STATE
- Provided tech support for all client hardware and software services.
- Senior member of SAVE Team (Live Retention).
- Computer Networking, (port forwarding, mac spoofing, Static IP).
- Provided support for all billing inquiries.
- Obtained and controlled all high level issues that required a supervisor's knowledge.
- Worked with Microsoft corporate management on any new and upcoming projects or announcements.
- Assisted with the implementation of new policies and ideas as a work standard.
- Trainer - Trained existing and new tech support agents on all things work related.
- Including: (Database management, customer relations, Analyzing, diagnosing and resolving technical issues and work policies).
Education
DeVry University2010City, State
Leander High School1997DiplomaCity, State
Certifications
Scrum Certified 07/2015
Skills
Have a strong ability to work independently or within a team structure to achieve desired results.
Can convey any incident or technical details in a way that is beneficially understanding to anyone from the least to the most technical of internal or external clients.
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Resume Overview
School Attended
- DeVry University
- Leander High School
Job Titles Held:
- Incident Manger II
- Outbound Ticketing Tier II / Installations
- Certificate Specialist / Database Management
- Tech Support Tier 2 Risk Management Escalations Agent; Trainer
Degrees
Diploma
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