It Incident Management Team Lead resume example with 14 years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
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
Mergers and acquisitions knowledge
Leading teams during meetings
Building cross functional relationships
Process improvement
Root cause analysis
Gap analaysis
Work History
IT - Incident Management Team Lead, 01/2016 - Current Armstrong Flooring – Atlanta, GA,
Key Incident Manager, Current - Current Airgas 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 Manager, 06/2013 - 01/2016 Raymond James Financial – City, STATE,
Key Incident Manager, Current - Current Raymond 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 Analyst, 08/2012 - 06/2013 Raymond James Financial – City, STATE,
Key Incident Analyst, Current - Current Raymond 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 Specialist, 2013 - 02/2013 Raymond James Financial – City, STATE,
Key Integration Specialist functions, Current - Current Raymond 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 Specialist, 11/2011 - 08/2012 MORGAN KEEGAN & COMPANY INC – City, STATE,
Key Procurement Specialist, Current - Current Morgan 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 Assistant, 04/2007 - 11/2011 Morgan Keegan And Co – , ,
Key Commission Assistant functions, Current - Current Morgan 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: , Expected in 9/2015 - ECKERD COLLEGE - ST PETERSBURG, FL GPA:
Master of Business Administration: Banking and Financial Services, Expected in 8/2010 - UNIVERSITY OF TENNESSEE - TN, GPA: Banking and Financial Services 4.0
Bachelor of Science: Accounting, Expected in 5/2007 - UNIVERSITY OF TENNESSEE - , GPA: 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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