Incident Manger II Resume Example Company Name

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

Company NameJuly 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).

Company NameMay 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.

Company NameOctober 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.

Company NameJanuary 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.

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

Incident Manger II Resume Example

Resume Score: 100%

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