Livecareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary
Over 20 years in the IT industry with over 10 years experience  in an Incident/Problem Manager role on a global basis within a busy operational environment. Experienced in understanding and awareness of the ITIL Incident and Problem management process and procedures. Experienced in driving integration, improvements, documentation and support strategies. Experience in the role of Subject Matter Expertise and/or Technical Service Manager to global clients. Excellent organizational skills with the ability to motivate people across the organization to provide solutions.
Skills
  • Strong Collaborative Skills
  • Team Leader
  • Excellent Communication Skills
  • Project Management
  • Excellent problem-solving abilities
  • Six Sigma Certification
  • Project Planning and Development
  • Exceptional workflow management
Education
University of Phoenix Jacksonville, FL Expected in 2005 Bachelors Degree : Information Technology - GPA : Information Technology
University of Phoenix Jacksonville, FL Expected in 2004 Associates Degree : General Education - GPA : General Education
Work History
Beaumont Hospitals - Incident/Problem Manager
Southfield, MI, 02/2006 - Current
  • Manage the Major Incident Management (MIM) process and perform the management of both reactive root-cause analysis and proactive trend analysis using ITIL best practices
  • Responsible for ownership and coordination of actions identified within the MIM and problem analysis
  • Responsible to analyze root cause, identify known errors and coordinating actions to fix said errors
  • Responsible for identifying problems, analyze and recommend improvement plans with solutions obtained from technical teams
  • Responsible to review problem trends and planning and driving improvements Responsible to identify trends and potential problem source
  • Responsible for the efficiency and effectiveness of the Incident and Problem management process
  • Responsible for conducting post mortem investigation on all Major Incidents and identify and recommend corrective actions items
  • Responsible for producing Problem Records detailing the incident and using Six Sigma 5 why process to determine root cause
  • Responsible for developing, coordinating and promoting effective ITIL functioning of problem management activities across support and engineering teams
  • Responsible for providing timely and accurate executive/stakeholder communications for all SLA impacting incidents
  • Responsible for creating support documentation for our Global Service Desk and Incident Management team
  • Responsible for working with client SME and/or TSM resources and vendor resources as required
  • Reviewed all change request on a daily basis for impact to Global HRM business/projects.











Fidelity National Financial - IT Project Coordinator
City, STATE, 09/2004 - 01/2006
  • Worked within a project team responsible for developing and carrying out projects for assigned business unit(s), products, services, processes, and/or technologies
  • Monitored project activities ensuring the currency, quality, and integrity of the information, and providing consistency in content and look and feel across the enterprise
  • Assist in the development and implementation process of projects involving departmental or cross-functional teams
  • Work with internal/external clients to gather business requirements and coordinate project plans
  • Maintaining contact with stakeholders to determine requirements and the level of satisfactions with progress and performance
  • Responsible for setting deadlines and assigning responsibilities
  • Responsible for monitoring, coordinating and assisting in the Microsoft Active Directory Migration across North America
  • Responsible for monitoring, coordination and assisting in Microsoft Exchange remediation across North America
  • Responsible for coordinating and leading the Desktop remediation across North America
  • Responsible for evaluating and testing new software and/or tools to better the team
  • Responsible for developing new tools or procedures to assist in IT projects.

Retired - Florida Air National Guard - Computer Systems Planning and Implementation
City, STATE, 11/1986 - 2009
  • Computer Systems Planning and Implementation Manage, supervise and perform communications-computer systems planning and implementations activities
  • Manage Implementations of C-CS projects and ensure C-CS architecture, configuration and integration conformity
  • Manage C-CS project installations and service contracts
  • Perform mission review with C-CS customers for architectural, integration, interoperability and impact on C-CS infrastructure
  • Ensure systems are in compliance with established DoD and AF policies and directives
  • Ensure base C-CS Blueprint accurately reflect target architecture and requirements Identify resource and system shortfalls
  • Manage maintenance of unit agreements file and identify impact of agreements on unit resources
  • Helps customer develop C-CS requirements, project scope and funding strategy
  • Evaluate base comprehensive plan and civil engineering projects to determine C-CS impacts and shortfalls
  • Prepare and perform C-CS site surveys and determine adequacy and correctness of C-CS project packages and amendments
  • Monitor project status, and reports to higher headquarters, support and implementing agencies
  • Determine impact of scope changes to schedule and costs.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

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:

84Good

resume Strength

  • Length
  • Personalization
  • Target Job

Resume Overview

School Attended

  • University of Phoenix
  • University of Phoenix

Job Titles Held:

  • Incident/Problem Manager
  • IT Project Coordinator
  • Computer Systems Planning and Implementation

Degrees

  • Bachelors Degree
  • Associates Degree

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: