close
  • Dashboard
  • Resumes
  • Cover Letters
  • Resumes
    • Resumes
    • Resume Builder
    • Resume Examples
      • Resume Examples
      • Nursing
      • Customer Service
      • Education
      • Sales
      • Manager
      • View All
    • Resume Search
    • Resume Templates
      • Resume Templates
      • Microsoft Word
      • Professional
      • Modern
      • Traditional
      • Creative
      • View All
    • Resume Services
    • Resume Formats
      • Resume Formats
      • Chronological
      • Functional
      • Combination
    • Resume Review
    • How to Write a Resume
      • How to Write a Resume
      • Summary
      • Experience
      • Education
      • Skills
        • Skills
        • Hard Skills
        • Soft Skills
    • Resume Objectives
  • CV
    • CV
    • CV Examples
    • CV Formats
    • CV Templates
    • How to Write a CV
  • Cover Letters
    • Cover Letters
    • Cover Letter Builder
    • Cover Letter Examples
      • Cover Letter Examples
      • Customer Service
      • Marketing
      • Sales
      • Education
      • Accounting
      • View All
    • Cover Letter Services
    • Cover Letter Templates
    • Cover Letter Formats
    • How to Write a Cover Letter
  • Questions
  • Resources
  • About
    • About
    • Reviews
  • Contact
  • jane
    • Settings
    • Help & Support
    • Sign Out
  • Sign In
Member Login
  • LiveCareer
  • Resume Search
  • Incident Manger II
Please provide a type of job or location to search!
SEARCH

Incident Manger II Resume Example

Love this resume?Build Your Own Now
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
BlackbaudJuly 2015 to October 2016Incident Manger II
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
  • 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
  • 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
  • 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. 
​
​
Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

87Good
Resume Strength
  • Completeness
  • Word choice
  • Measurable results
  • Clear contact info
  • Typos

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

Create a job alert for [job role title] at [location].

×

Advertisement

Similar Resumes

View All
ITIL-Coordinator/Incident-Manager-resume-sample

ITIL Coordinator/Incident Manager

Jpmorgan Chase & Co.

Livingston , NJ

Pool-Manger-resume-sample

Pool Manger

Bickford Senior Living

Saint Charles , IL

RN-Manger-Critical-Care/Intermediate-Care-resume-sample

RN Manger Critical Care/Intermediate Care

Diversicare

Oxford , AL

  • About Us
  • Privacy Policy
  • Terms of Use
  • Sitemap
  • Work Here
  • Contact Us
  • FAQs
  • Accessibility
  • EN
  • UK
  • ES
  • FR
  • IT
  • DE
  • NL
  • PT
  • PL
customerservice@livecareer.com
800-652-8430 Mon- Fri 8am - 8pm CST
Sat 8am - 5pm CST, Sun 10am - 6pm CST
  • Stay in touch with us
Site jabber winner award

© 2022, Bold Limited. All rights reserved.