IT - Incident Management Team Lead Resume Example
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IT - INCIDENT MANAGEMENT TEAM LEAD
Accomplishments
- Information Technology Infrastructure Library (ITIL) v3 Foundations 8/2013 VOLUNTEER Big Brothers Big Sisters - Big Sister to Lexy 10/2013 - Present RJ Women's Interactive Network - Treasurer 11/2014 - 10/2016 RJ Young Professionals Network - Co-Chair 10/2014 - Present.
Professional Summary
Goal-oriented, self-motivated professional with nine plus years of IT and Accounting experience leading teams troubleshooting and implementing financial systems. Strive for automation, process improvement, and establishing lasting business relationships.
Skills
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Work History
IT - Incident Management Team LeadArmstrong Flooring - Atlanta , GA02/2016 - Current
Key Incident ManagerAirgas Inc - Chillicothe , OH
- Track incidents and manage workload of teammates while maintaining duties of Incident Manager.
- Join meetings with manager for process design and improvement.
- Step in on issues behind the scenes or verbally if support is needed.
IT - Incident ManagerRaymond James Financial - City , STATE07/2013 - 02/2016
Key Incident ManagerRaymond James Financial - City , STATE
- Lead troubleshooting of high priority incidents to ensure swift resolution with minimal business impact.
- Coordinate across disciplines of IT and business users while managing changing priorities and resource constraints.
- Provide real-time updates of the scope, risk, and urgency associated with major incidents verbally and via e-mail.
- Generate statistical trend and root cause analysis reports for presentation to IT senior management.
- Communicate with broad spectrum of departments and management levels on a regular basis.
- Analyze reoccurring IT issues for root cause and suggest permanent corrective actions.
IT - Incident AnalystRaymond James Financial - City , STATE09/2012 - 07/2013
Key Incident AnalystRaymond James Financial - City , STATE
- Compiled daily and monthly statistical reports for IT Customer Support departments for trending, training, and staffing decisions.
- Created real-time dashboard displays and historical reports for management to improve employee training and incident resolution time.
Integration SpecialistRaymond James Financial - City , STATE01/2013 - 03/2013
Key Integration Specialist functionsRaymond James Financial - City , STATE
- Trained on core Raymond James software prior to being stationed in legacy Morgan Keegan branch as their integration leader.
- Cultivated positive outlooks in the midst of challenging, extensive technological and organizational changes.
- Educated and supported Financial Advisors, Sales Assistants, and operations staff on all Raymond James systems and business practices during conversion from Morgan Keegan systems.
- Managed all technical needs while in the branch including software installation, hardware installation, and troubleshooting.
IT - Procurement SpecialistMORGAN KEEGAN & COMPANY INC - City , STATE12/2011 - 09/2012
Key Procurement SpecialistMorgan Keegan And Co
- Recruited by IT Manager to recreate fixed asset accounting functions performed by IT and streamline processes.
- Automated monthly reporting processes by utilizing Excel to manipulate and analyze data provided by vendors.
- Maintained vendor relationships with AT&T, CDW, Dell, Direct Connections, Graybar, Logista, Software House International, and Verizon.
- Purchased, received, and reconciled inventory of all IT equipment utilized by corporate headquarters and 300 + branches, ensuring accuracy, adequate levels, proper distribution, and asset tagging of all equipment.
- Maintained all cellular contracts held with Verizon and AT&T; analyzed usage monthly and recommended plan changes to management for maximum cost savings.
Accounting - Commission AssistantMorgan Keegan And Co05/2007 - 12/2011
Key Commission Assistant functionsMorgan Keegan And Co
- Performed all accounting functions pertaining to commissions and acted as a liaison for payroll and brokers.
- Acted as a leader in recognizing commission related errors and processing journal entries to reconcile.
- Worked cross-functionally with IT to identify bugs while transitioning to a new reporting software.
- Key Accounting responsibilities and experience
Education
WIN LEADERSHIP DEVELOPMENT PROGRAM: ECKERD COLLEGE - City, State9/2015
Master of Business Administration: Banking and Financial ServicesUNIVERSITY OF TENNESSEE - City8/2010
Banking and Financial Services 4.0
Banking and Financial Services 4.0
Bachelor of Science: AccountingUNIVERSITY OF TENNESSEE - 5/2007
Accounting 3.67
Accounting 3.67
Additional Information
- AWARDS Information Technology Outstanding Award 3/2016 Robert A. James Award of Service Excellence, Quarterly Award 7/2014
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Resume Overview
School Attended
- ECKERD COLLEGE
- UNIVERSITY OF TENNESSEE
Job Titles Held:
- IT - Incident Management Team Lead
- Key Incident Manager
- IT - Incident Manager
- IT - Incident Analyst
- Key Incident Analyst
- Integration Specialist
- Key Integration Specialist functions
- IT - Procurement Specialist
- Key Procurement Specialist
- Accounting - Commission Assistant
- Key Commission Assistant functions
Degrees
- WIN LEADERSHIP DEVELOPMENT PROGRAM :
Master of Business Administration : Banking and Financial Services
Bachelor of Science : Accounting
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