Over 20 years of Technical/Management experience in Information Technology.
Accomplished professional with extensive experience in providing organizations with Process Improvement Solutions, Client Relationship Management and Team Group Leadership.
Highly experienced with Incident/Problem Management thru ITIL principles.
Oct 2016 to Mar 2017 Serta Simmons Bedding, LLC － Atlanta, GA
Major Incident/Change/Problem Management Driving Incidents, investigation and resolution within a virtual team
Opening outage bridges, and being single point moderator for all P1 and P2 outage calls.(Severity 1 & Severity 2)
Providing probing open questions on the bridge/ team to provoke thought into how to resolve incidents quickly.
Planning, execution, coordination with multiple teams, completing of transition/outages on set time and status reporting(Update to Leadership).
Ensure that information is gathered in order to write up root cause analysis reports, captured after action items as well as lessons learned during incident resolution
Applying a structured methodology (5 Why's) and lead problem management activities.
Report on metrics around Incident and Problem management.
Member of, and Participate in the Enterprise Change Advisory Board(CAB).
IT Manager Incident ManagerJul 2016 to Nov 2016 The Coca-Cola Company － Atlanta, GA
Prioritize workload and manage resource utilization across project deliverables.
Work with project teams and developers to develop and track ensuring each adheres to defined standards and change control processes.
Prepare, provide and communicate status of all applications/incidents to technical/management team.
Conceptualize and present RCA documents and technical solutions to both technical and non-technical audiences.
Maintain a high level of awareness of current and future technologies based on ITIL/ITSM best practices.
Provide leadership and recommendations in the evaluation of new technologies and/or improvements.
Service Desk/Incident ManagementApr 2016 to Aug 2016 Health First － Rockledge, FL
Acts as Point of Contact for all Health First Information Security policies and procedures, implementation, troubleshooting, as well as Major Incidents(P1/P2).
Having vast knowledge of Computer systems support, network equipment, and applications related to core systems.
-My Position was to monitor and direct/Open Incident, Request, Problem, and Change/Transition Management tickets.
I also created needed Incident, Request, Problem, and Change Management tickets when needed for P1 and P2 issues.
Properly documented all assigned help desk tasks.
The ability and skill to Create, Close and/or properly assign cases within the help desk tracking/Incidents software.
Service Desk Manager/Incident ManagerOct 2015 to May 2016 Landis+Gyr － Alpharetta, GA
As the Incident Manager I was responsible for driving resolution of any variety of IT issues that enter the enterprise IT organization.
Being the single person to run the bridge calls with various subject matter experts(SME), IT management, and/or IT vendors to resolve the problem, from cradle to grave.
These incidents varied in nature from a Network outage, to an Application access problem.
The Incident Manager was responsible for leading the effort and driving the resolution, stressing again, cradle to grave, but leading the charge through resolution and incident closure providing a driving resolution and preventative measure.
Active Directory - domain user account creation/modification/termination, computer account creation/resets, password resets, Computer Management tool
Telecom - AT&T and Verizon, setup new lines of service, asset management, troubleshooting SharePoint - user account creations, page design, workflow edits
VPN - 2 factor authentication - domain user credentials/RSA Secure ID w/token
Exchange - Microsoft Office365 hosted environment, email account administration, troubleshooting issues with Outlook email profile/missing .pst archives/ calendar issues/ Outlook connection issues.
Remote Support - WebEx, MS Lync, Go-To-Meeting, over the phone, text messaging
Asset Management - Fulfilling hardware/software requests, Replacement of defective under warranty laptops, desktops, mobile phones, mifi devices, software license management.
General Duties - Software/Hardware troubleshooting, connectivity issues - VPN, LAN, WiFi, hardware deployment, troubleshooting cross domain credential/federation issues, triage of issues that required greater access to switches, servers, firewall, intranet pages, databases, pbx switches and ticket escalation to appropriate support teams
On-call duties - immediate response to critical outages - internet/intranet, power, Telecom Ticketing system - GLITCH (in-house proprietary) /Incident/Transition Management.
Help Desk ManagerOct 2014 to Sep 2015 Clayton County School Board － Jonesboro, GA
Leading a team to own the problem management, incident management and service request processes.
Heading up P1- P2 Major Incident issues to ensure all parties required to address the issues are engaged on Bridge call.Served as escalation point for resolving issues.
Interactions with Managers from other IT groups while performing room cause analysis(RCA) to prioritize and permanently resolve issues
-Also as the Help Desk/Change Manager, my role was to oversee all Help Desk and Desktop Support staff and ensure that end-users are receiving the appropriate assistance.
This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Help Desk functions.
I am responsible for planning, designing, and analyzing the organization's Help Desk according to best practices that are consistent with our business processes.
I was able to develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
Managed the Help Desk staff (6-10 Techs) including defining and establishing help desk staff schedules, setting priorities and providing support/direction.
Created, developed, implemented and managed operational standards and escalation procedures to ensure service levels are maintained.
My objective as the Problem/Incident Management was to minimize the impact of problems on the organization.
As the Incident Manager, I played an important role in the detection and providing solutions to problems (work around & known errors) and prevents their re-occurrence.
Incident and Problem Manager/Desktop Support LiaisonNov 2013 to Nov 2014 Alpharetta, GA
Working in multiple departments in a Management/Lead role involving Incident/Problem Management, Also supporting (Tier III Support), Code Defect management, Vendor Management, and Network monitoring.
Using ITIL practices.
Key Performance Indicators (KPIs).
As the Incident/Problem Manager, I deep dove and performed RCA (Root Cause Analysis) on all P1 and P2 tickets.
I determined action items for a fix and create a Action Plan/Preventive Measures so it will not happen again.
Worked with Infrastructure/Network/Service Desk to resolve the solution.
Network Monitoring- Working with various network teams to ensure the network stays up and running as a whole.
Change Management, monitoring dashboards and outages.Experience in supporting 24x7 IT operations.
Experience in supporting 24x7 IT operations.
Also served as a First Point Desktop Support Liaison, working with Dealers at Nationwide Cricket/AIO stores, to assist with setting up printers, software, scanners, modems, and cameras/imaging on Dell desktop/laptop computers at all locations. On a daily basis, handled over 600-850 stores with AIO/Cricket and 250-300 calls/ emails/chats daily between 4 Desktop Support Liaisons.
Ticket Incident ManagerJan 2011 to Sep 2013 AT&T Mobility － Atlanta, GA
Created and Managed P1 and P2 tickets from our CBRE/MNRC vendor, while providing ticket escalation support to all Network Operations.
Opened,updated, and ran bridge calls/tickets as required to track progress of mobility cell site trouble resolution.
Assists and supports Field Operations as well as MNRC and outside vendors such as CBRE.
Maintaining Problem Management documentation of daily operations and P1 Incident tickets.
Technical Support/Active Directory/Implementation Manager
Manage Mobility(Part of Sprint.
Help Desk/Ticket Implementation Aug 2009 to Mar 2011 Manage Mobility － Alpharetta, GA
Provided Customer Support, technical support and management to High End users of Sprint products and services (Center for Disease Control, Delta Airlines, and United States Military).
My role as a Manager was to supply that single point of contact to these users and resolve all issues with phone, data, mobility services.
Direct contact to White Glove Customers and creating trouble tickets and closing tickets within SLA timeframe.
Technical Level 3 Supervisor/QA Support ManagerJul 2007 to Jun 2009 Sprint/Nextel － Norcross, GA
As the Technical Support Management Tier 3, I was responsible for troubleshooting and resolving all customer issues, including identifying user errors, unit issues, RF abnormalities & network related problems.
Responsible for maintaining the troubleshooting process for customers (internal & external) reported outages and incident issues.
Handled all technical support for customers with Blackberry/IDEN/GSM support.
That includes Pin/Password resets on modems, desktops, using Cell phone devices as a Modem, assisting with T1 services.
Acted as a liaison between Engineering, Operations, Sales, Marketing, Customer Care, Corporate Engineering and our customers.
Coordinated Technical Support Field Engineers customer visits & field testing activities.
Performed 1st line diagnostics on subscriber network trouble/outages tickets.
Also Providing 3rd Line Support and assistance to all Blackberry units (CDMA, GSM (Ericsson), IDEN) networks Blackberry Enterprise Server Software 10.
Customer Operations Problem Manager/ Tier 3.
Mar 1999 to Sep 2005 Cingular/AT&T Wireless － Orlando, FL
Providing all aspects of customer service for customers with cell services.
10-25 Reps under my Leadership) Assisting customer with billing (payments, collections) troubleshooting (Digital/Analog (2G Network), (GSM, Data) as well as service issues (Escalations, Quality Assurance, AMDOCS).
Providing Cingular customers with billing questions, technical assistance (2G), taking payments over the phone and also explaining first bill questions to customers as well.
Also took escalated calls from customers when the Customer Service reps could not resolve their issues and needed to speak to someone in a Supervisor position.
Manage and handled Call Center experience (Sick time, QA, daily/weekly stats, hiring.)
-Managed and oversaw Project teams (Ports, WLNP Process, and Blackberry Support).
Employee coaching, QA and mentoring.
Education and Training
Political Science/Education1996Anderson University － INPolitical Science/Education
Activities and Honors
Community Service-Feed the Homeless with area churches
Self Esteem Group for Youths
Just Say No to Drugs-President
Service Country: US Branch: USAF Rank: AF1
HDI Desktop Support Technician
May 2016 to Present
Cert completed (7/2017)
Currently working on ITIL/ITSM Certification(Estimated 7/2017) Willing to relocate to: Atlanta, GA - Florida - Dallas, TX
Windows(All Formats including 8), MS Office, People Soft, Word 2010, Lotus, Quark, Adobe, NETI, CSM, IDEN, CDMA, GSM, OMA, Citrix, Siebel(7.8), VPN, Cherwell Service Management Software, Billing Software(CRM), Cherwell Service Management, PowerShell, Amdocs, Accounts Receivable, Accounts Payable, Madea 13.1, 50 WPM, Excel (VLookups, Pivottables), , DataEntry, Remedy, AirWatch Software, Salesforce, AAM, FDT, Clarify, Analog, Digital Technology, LooTool, IQmetrix, Change/ Incident Management Practices(ITIL format) * Working knowledge of SQL to run reports. All Technical Support on Sprint/AT&T units and Platforms Scripts, Provisioning (Network/Blackberry); T-1, BES; UMTS, TCP/IP, DNS, MAC and Safari Troubleshooting
Currently working on ITIL/ITSM Certification(Estimated 7/2017) Willing to relocate to: Atlanta, GA - Florida - Dallas, TX Authorized to work in the US for any employer