ITIL Coordinator/Incident Manager Resume Example Jpmorgan Chase & Co.

ITIL COORDINATOR/INCIDENT MANAGER

Summary

I am always up to a challenge whatever the situation. I tend to excel in Technical/Leadership Roles as well as Customer/Client Service. I have an excellent track record of not only driving projects/incidents to resolution but also developing others to move them in the direction to succeed.

Highlights

Leadership
Incident Management
Communication

Project tracking
Self-directed
Decisive
Collaborative

Accomplishments

Created a new method of running technical conference calls for Major Incidents. This reduced time spent on the issue as well as cleared up communication between all teams.

Experience

ITIL Coordinator/Incident Manager
January 2016 to April 2016Jpmorgan Chase & Co. - Livingston , NJ

Incident Management of High Severity Incidents · Outage Management,.
Initiate Bridge calls, drive communication and teams to ensure uptime of Infrastructure within Service Levels · Co-ordinate with multiple teams to get the issue resolved within SLA · Exposure to ITIL framework · Handle client contacts & engage as & when required · Work with right resources to resolve an issue & make sure the issue is resolved & client is updated ·.
Prepare the required reports on Command Center tickets & calls.
Worked in Disaster Recovery in regards to ensuring that all documents are current and correct. Made suggestions on how to improve based on previous issues.

Data Center Operations
October 2015 to November 2015Iconma, L.L.C. - North Hollywood , CA

Oversee day to day operations of the Data Center.
Oversee Incident Management and Disaster Recovery. I would drive issues to resolution
Monitor Network connections and work to resolve issues via the Solarwinds monitoring tools.
Monitor Server status and work to resolve issues via the WhatsUpGold , WebLogic, and NAGIOS monitoring tools and restart servers as needed.
Implement changes and make sure they are completed successfully and on time.
Work within AS400 to complete tasks, monitor queues and implement changes.
Work with AD and other systems Work with Remote PC access to troubleshoot potential issues.

Major Incident Manager Level II
May 2015 to October 2015Integris - Warr Acres , OK

Manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high impacting severity problems as agreed in the Incident Management process and Service Level Agreements (SLA's).
Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees
send out the relevant reports after conference bridges and at the end of each incident
Send email communications to a wide global audience giving details of the incidents
Send Executive Communications as required
Participate in major command centers and critical site tests coverage
Review lower severity issues and ensure that the appropriate focus is being given

Major Incident Manager
August 2013 to January 2015Integris - Watonga , OK

Oversee and manage all Major Incidents for accounts located in the Command and Control Center for North America.
Train all team members in processing of incidents with in the Command and Control Center.
Work within accounts to help better establish processes.
Assist in overseeing the day to day operations and assist with ITIL building within the department.
Received Atos Bronze Award for implementing a new process to provide real time updates with technical bridge calls.
Worked with Disaster Recovery teams in situations such as the Super Storm that hit the East Coast. I worked with McGraw Hill during their entire recovery of a lost data center. Worked hand in hand via conference call with all teams to ensure a smooth recovery and restart of services over a 2-3 week period
Applied DR process as well as helped to work out issues within DR process.

First Line Major Incident Support Engineer
May 2012 to August 2013Atos IT Solutions - City , STATE

Responsible to oversee and own major incidents all the way through to resolution and follow up reporting.
Helped to build ITIL processes for current accounts within the BCO * Took responsibility for learning, and training other department members for the McGraw Hill account when it was acquired.
McGraw-Hill Subject Matter Expert(SME) Took responsibility for learning, and training other department members for the.
Created new process for all members to follow to ensure a proper flow for resolving incidents.
Service Master account when it was acquired Service Master Subject Matter Expert(SME)
Initiate Technical Bridges and Management Bridges, and keep all parties up to date on issues until resolved.
Also provide support and assist with the resolution of issues.
Liaison with the team managers and technical leads to ensure that incidents are resolved swiftly and within SLA windows.
Work within Clarify, Remedy, USD6 and USD12 ticketing systems.
Monitor multiple accounts at once and provide clear communication to all parties involved to quickly resolve critical incidents.
Trained department members and created and provided documentation to help assist them in doing their jobs to the best of their ability.
Established and maintained relationships with CIC's, TSM's, Technical Leads and other key members of accounts to stay aware and learn the accounts better daily.
Complete follow up reports and or MIR for Major Incidents.
Provide detailed timelines, list of participants, and brief summary of incidents for problem management.

Technical Support
December 2010 to May 2012Vantiv - City , STATE

Handle incoming calls in regards to Skipjack account questions
Troubleshoot and Assist with Credit Card Processing Issues
Software Support for the Skipjack Payment Software
QuickBooks Support for Skipjack Payment Software
Work hand in hand with Merchant Service Providers to resolve technical issues
Work with Processors to resolve issues for Merchants
Work with Developers with integrating their services with Skipjack software
Continuous Learning of Skipjack Tools and Support * Provide Training for new employee's.

Help Desk
December 2008 to January 2009Spherion - City , STATE

Handle incoming calls for Help Desk issues
Troubleshot and resolve internet connectivity and general software and hardware issues.
Led triage on product bugs and feature requests.
Handle Email Tickets in regards to help desk issues
Work within the HEAT Ticketing System
AD/Active Directory assistance
Dame ware Remote login to troubleshoot and or repair issues on a users pc or laptop

Help Desk
August 2008 to December 2008Sara Lee/Sarcom - City , STATE

Handle incoming nationwide Service Desk calls from plants and offices
Troubleshoot Issues.
Map Drives, Install Printers, repairs on Microsoft Office
Handle Email Tickets from Users regarding IT issues and miscellaneous other issues
Resolve Issues in AS400 (Printer spool and Password)
Active Directory Password and Account Management
User manger CTI Password and Account Management
UniCenter Remote login to assist and repair issues on User PC or laptop.

Education

Lebanon High School - City, State

Skills

Account Management, Active Directory, AD, AS400, , Clarify, Hardware, CTI, Client Documentation, Email, Help Desk, ITIL, Microsoft Office, Windows, Network, Printer, Printers, Processes, Processors, QuickBooks, Real time repairs, Reporting, Service Level Agreements, SLA, Software Support, Troubleshoot, TSM, WebLogic, Leadership, Project Managment

Resume Overview

School Attended

Lebanon High School

Job Titles Held:

ITIL Coordinator/Incident Manager
Data Center Operations
Major Incident Manager Level II
Major Incident Manager
First Line Major Incident Support Engineer
Technical Support
Help Desk

ITIL Coordinator/Incident Manager Resume Example

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