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 PhoenixJacksonville, FLExpected in 2005 – –Bachelors Degree:Information Technology - GPA:Information Technology
University of PhoenixJacksonville, FLExpected 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.
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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.
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