Incident Problem Manager resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
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.
  • Strong Collaborative Skills
  • Team Leader
  • Excellent Communication Skills
  • Project Management
  • Excellent problem-solving abilities
  • Six Sigma Certification
  • Project Planning and Development
  • Exceptional workflow management
Work History
Incident/Problem Manager, 02/2006 - Current
Beaumont Hospitals Southfield, MI,
  • 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.

IT Project Coordinator, 09/2004 - 01/2006
Fidelity National Financial City, STATE,
  • 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.

Computer Systems Planning and Implementation, 11/1986 - 2009
Retired - Florida Air National Guard City, STATE,
  • 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.

Bachelors Degree: Information Technology, Expected in 2005
University of Phoenix - Jacksonville, FL
Information Technology
Associates Degree: General Education, Expected in 2004
University of Phoenix - Jacksonville, FL
General Education

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Resume Overview

School Attended

  • University of Phoenix
  • University of Phoenix

Job Titles Held:

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


  • Bachelors Degree
  • Associates Degree

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