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IT Incident Manager Resume Example

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IT INCIDENT MANAGER
Professional Summary

OBJECTIVE AND PURPOSE: My occupational objective is to contribute as a team facilitator and manager for excellent service, as a key problem solver and as a planner. I enjoy coordinating and managing teams of multi-disciplined staff in both tactical and strategic business initiatives, while utilizing innovative thinking.

Skills
  • Project Management
  • Problem solving
  • Productivity Standards
  • Innovative thinking
  • Personnel Management
  • Call Center Design and Management
  • Project Planning and Development Skills
  • IT Incident Management
  • Budgeting
  • Stakeholder Management
  • Performance improvements
  • Telecommunications Systems Management
  • Epic EHR Support
  • Teamwork / Collaboration
  • Problem Management (Root Cause Analysis)
  • Business operations
  • Customer service expert
  • Staff Management
  • Negotiation
  • Technical issues analysis
  • Quality controls
  • Budgeting and budget management
  • Root Cause Analysis
  • Leadership Ability
  • Patient Assessments
Work History
IT Incident Manager | 07/2014 to 05/2019
Company Name - City, State
  • Designed, implemented and manage IT Critical Incident Management program for priority 1 and priority 2 events
  • Management of program included training Incident Commanders to ensure 24/7 coverage, quality assurance on program, root cause analysis, and managing critical IT incidents
  • Collaborating with IT managers and staff, as well as in other areas, to improve systems reliability and operational response
  • Oversaw vendors performance of the programs after IT infrastructure was outsourced. Programs included T Service Desk, Major Incident and Problem Management.
Manager, IT | 11/2004 to 07/2014
Company Name - City, State
  • Project managed selection and implementation of ITSM system. Afterward became application manager of system
  • Managed operations of IS Help Desk, IS Security, Telecommunications, IS Education and Training, and Data Operations Center (2004-2008)
  • Staffing 23 FTE's, budgeting, overseeing projects, and technical troubleshooting were routine responsibilities accomplished successfully
  • Led twenty staff in 24 X 7 operational responsibilities at IT Service Center
  • Staffing, tracking KPI's, call escalations, and problem management
  • Prepared IT Help Desk for Epic EHR implementation and ongoing support to clinicians
  • Aligning operations with strategic planning
  • Readily applied prior clinical experience in implementing technical changes and understanding the impact on customers
  • Successfully transformed IS Helpdesk from a problematic operational unit in 2004 -2006 to successful operations with a constructive work environment and a resulting 89% customer approval rating. Project managed upgrade of telephony systems (PBX, Voicemail, ACD call routing) that served 24 sites in 2004
  • Served on the hospital Emergency Preparedness Committee
  • Project managed installation of new phone system and moving phones of eighteen clinical areas into new Ambulatory Care Center in 2005
Director, Telecommunications | 02/1995 to 11/2004
Company Name - City, State
  • Created telecommunications department for medical center organization
  • Led technical problem solving that involved technicians, engineers, vendors, and customers
  • Responsible for technical and business operations of the telephony systems in 30 sites and 3 FTE staff
  • Saved $192,000 in annual budget expenses from 1995 to 1999
  • Applied prior clinical experience in implementing technical changes
  • Led project to integrate three small call centers into one call center. Project was completed in March 1998
  • From 1996 - 2014. This included de-installing systems at 20 sites and installing an integrated 10,000 line Nortel solution
  • Worked closely with organizational and executive leadership to strategically affect direction of operations
  • Improved rate of resolved trouble tickets by implementing a database solution
  • Served on the hospital Emergency Preparedness Committee
Manager Lamoille Ambulance | 03/1998 to 05/2002
Company Name - City, State
  • Managed staffing, scheduling, quality assurance, equipment readiness, and completion of billing forms for the 24/7 transport ambulance primary operation.
  • Primary contact for hospitals and long-term care facilities
  • Pulled on-call shifts as an EMT
Education
UVM Medical Center - City | ITIL Foundations Certificate2011
Trinity College - City | Bachelors of ScienceBusiness Administration, 1994

Summa Cum Laude

Hobbies
  • Nature Photography
  • Camping
  • Hiking
  • Reading
  • Writing
  • Travel
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Resume Overview

School Attended

  • UVM Medical Center
  • Trinity College

Job Titles Held:

  • IT Incident Manager
  • Manager, IT
  • Director, Telecommunications
  • Manager Lamoille Ambulance

Degrees

  • UVM Medical Center - City | ITIL Foundations Certificate
    Trinity College - City | Bachelors of Science

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