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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
  •  ITIL methodology
  • Project tracking
  • Hardware and software upgrade planning
  • Self-directed
  • Scrum methodology
  • Performance criteria tracking
  • Collaborative
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
Blackbaud July 2015 to October 2016 Incident Manger II
Austin, TX
  • 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.
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  • 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).
Megapath May 2014 to April 2015 Outbound Ticketing Tier II / Installations
Austin, TX
  • 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.
Marsh October 2010 to May 2014 Certificate Specialist / Database Management
Austin, TX
  • 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 Care January 2003 to February 2005 Tech Support Tier 2 Risk Management Escalations Agent; Trainer
Austin, TX
  • 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 University 2010 Austin, TX
Leander High School 1997 Diploma Austin, TX
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

Companies Worked For:

  • Blackbaud
  • Megapath
  • Marsh
  • X-BOX Customer Care

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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