It Incident Management Analyst resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:

IT Incident Management Analyst with 8 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.

Insurance Sales - driven to exceed sales goals and build long-term relationships with customers. Creates a positive shopping experience through high-quality customer care.

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

New Hire Sales Coach experienced in assisting with day-to-day operations, as well as sharing expert knowledge and techniques with new hires.

Heavy Equipment Operator with 1 1/2 years in heavy equipment operation including overhead crane and tow motor operation.

Warehouse Worker accomplished in organizing shipments and loading/unloading trucks for fast and efficient customer delivery.

Experienced Finishing/Assembly Foreman - professional with strong leadership and relationship-building skills.

Manufacturing Material Handler accomplished in ensuring that raw materials are in-stock, prepared and always available for work in progress.

  • IT Incident Management Analyst (ITIL v3 Certified)
  • Insurance Sales Agent
  • Customer Service Representative
  • New Hire Coach/Mentor
  • Heavy Equipment Operator
  • Warehouse/Inventory Specialist
  • Manufacturing - Production Foreman (Finishing/Assembly)
  • Material Handler
IT Incident Management Analyst, 10/2006 to 11/2014
Progressive InsuranceCity, STATE,

My first goal as an Incident Management Analyst is to restore normal service operation as quickly as possible to minimize the impact on business operations. I have accomplished this many times by implementing a temporary workaround or by requesting a server reset when applicable.

  • Performs initial diagnosis of Incidents
  • Properly logs and categorizes incident tickets (BMC Remedy) identified by using error logging tools/dashboards or that are reported by end users.
  • Assigns proper categorization to each Incident.
  • Performs investigation and diagnosis of Incidents.
  • Performs resolution and recovery.
  • Performs Incident closure, including closure categorization, user satisfaction survey, completing Incident documentation, determining if it is an ongoing or recurring problem and formal closure.
  • Performs Incident escalation, both functional and hierarchical, when necessary
  • Creates new knowledge documentation in Remedy Knowledge Database to be used by lower tiers for known issue resolution
  • Maintained team documentation; ensuring compliance to processes, participate in ISO audits
  • Key Skills include: ITIL v3 Foundations Certified, break/fix troubleshooting, root cause analysis, meeting and problem facilitation, production readiness, MS Word, Excel, Powerpoint
Insurance Sales Agent - Customer Service Rep - New Hire Coach/Mentor, 02/1998 to 10/2006
Progressive InsuranceCity, STATE,

P&C licensed insurance agent Sold and provided service to customers via phone calls, written correspondence, and/or transactional work items. Solved problems, educated, and answered questions from potential customers, current policyholders, lien holders, and additional insureds' regarding coverage, rates, billing issues and general policy review. Served as a lead resource and provided counsel to other team members.

  • Handles transactions for multiple lines of business by processing through systems and/or correspondence via phone or mail
  • Quoted and sold new business to potential customers
  • Using company systems, made policy changes when needed: Add and deletes vehicles, drivers, and coverage from existing policies. Processes cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings
  • Uses software applications to track, gather information, and answer inquiries
  • Uses vendor software to obtain and/or validate information that is needed for policy rates
  • Simulates customer's systematic problems to resolve user difficulties

Coach/Mentor for new hires

Created mock phone situations with new hires to help develop their virtually perfect servicing skills. Motivated and encouraged them to do their best and made myself available for questions anytime once in the live environment.

Heavy Equipment Operator - Resource Recovery, 04/1996 to 10/1997
SD Myers, Inc.City, STATE,

Worked in the Resource Recovery department. Operated overhead cranes to move large industrial electrical transformers. Prepared electrical transformers for final recovery of PCB oils.

Monitored chemical recycling furnaces. Followed all OSHA safety regulations

Warehouse / Inventory Specialist, 11/1995 to 04/1996
ASW GlobalCity, STATE,

Sams Club Distro Center

Off-loaded and loaded product to and from tractor trailers using forklift, slip loaders and by hand.

Scanned products to keep accurate inventory

Key skills:

Forklift, slip loader, inventory

Finishing & Assembly Production Foreman, 08/1989 to 08/1995
Ferriot, Inc.City, STATE,

Oversaw 3rd shift Finishing operations

  • Reviewed jobs to be run each night
  • Assigned work duties to employees each night
  • Setup jobs to be ran each night - spray painting, sonic welding/inserts, sanding, grinding, assembly and packaging
  • Trained new hires and/or delegated training to tenured employees
  • Encouraged teamwork and that production quotas were met
  • Documented daily production reports
Material Handler/Warehouse Specialist, 05/1983 to 08/1989
Ferriot, Inc.City, STATE,

Ensured raw material were always in stock, prepared and available for work in progress.

  • Mixed raw paints with catalysts and thinners to precise viscosities called for, for individual spray applications
  • Kept laborers well equipped with supplies needed: boxes/packaging supplies; paints ready to go when needed, parts to be painted/assembled; inserts, chemicals, tapes, etc.
  • Warehouse: Using fork lifts, moved material to and from the warehouse as needed
  • Documented warehouse inventory, daily
  • Kept tools and shop clean during and at end of shift
High School Diploma: Mechanical Drafting, Expected in 1983
Ellet High School - Akron, OH
: ITIL, Expected in 2009
Exin via Progressive Insurance - Mayfield Village, OH

Information Technology Infrastructure Library (ITIL) v3 Foundations Certified

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Resume Overview

School Attended

  • Ellet High School
  • Exin via Progressive Insurance

Job Titles Held:

  • IT Incident Management Analyst
  • Insurance Sales Agent - Customer Service Rep - New Hire Coach/Mentor
  • Heavy Equipment Operator - Resource Recovery
  • Warehouse / Inventory Specialist
  • Finishing & Assembly Production Foreman
  • Material Handler/Warehouse Specialist


  • High School Diploma

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