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
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Work History
IT Incident Manager | 07/2014 to 05/2019
Fedex - Saline , MI
Fedex - Saline , MI
- 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
Bend Memorial Clinic - Livingston , NJ
Bend Memorial Clinic - Livingston , NJ
- 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
UVM Medical Center - City , STATE
UVM Medical Center - 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
Lamoille Ambulance Services - City , STATE
Lamoille Ambulance Services - 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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