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Major Incident Manager Resume Example

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MAJOR INCIDENT MANAGER
Qualifications
  • Networking Support (installation, connectivity, cabling, termination)
  • Desktop Support experience
  • Windows 2003, 2008R2, 2016 Server (installation, configuration, performance tuning, and virtualization using Hyper-V)
  • RSA Secure ID token administration
  • Wi-Fi (connectivity, installation/setup, troubleshooting)
  • Windows 7, Windows 8, and Windows 10
  • ITIL Foundation Certification
  • Strong analytical skills
  • Technical help desk experience
  • Proficiency in TCP/IP protocols
  • Excellent problem solving skills
  • Server Virtualization experience using VMWare, Hyper-V, and Citrix XenServer
  • System Center Configuration Manager (installation, configuration, and software deployment)
  • Operating System deployment experience using WDS, MDT, and SCCM task sequences 
Work Experience
Major Incident Manager02/2016 to CurrentCompany NameCity, State
  • Driving an incident to resolution through support engagement utilizing paging system and/or on call schedules.
  • Documenting key actions and events during the conference call.
  • Notification to senior leadership of current status and impact through emails to the Information Services (IS) department and contacting senior leadership to advise of the impact to the business.
  • Post incident documentation to assist Problem Management in root cause analysis.
  • Ensure proper escalation procedures are followed and correct support teams are engaged.
  • Vetting significant incidents reported to the Major Incident Management team to ensure the proper priority is assigned and the correct business impact is documented.
  • Facilitating peer to peer conference calls between resolver teams on non-significant incidents and escalating if the impact increases.
Incident Manager03/2015 to 02/2016
  • Driving an incident to resolution through support engagement.
  • Documenting key actions and events during an incident bridge call.
  • Notification to senior leadership of current status and impact to customers.
  • Post incident documentation to assist Problem Management in root cause analysis.
  • Provide leadership and guidance to the coordinators.
  • Ensure proper procedures escalation procedures are followed and correct support teams are engaged.
  • Assist with user acceptance testing of new applications.
  • Provide approval for business critical changes, after the fact changes, and change deviations.
  • On call support during weekends and holidays as needed.
Service Management Coordinator08/2014 to 03/2015
  • Engage an Incident Manager when an incident has been reported.
  • Open/close incident bridge call.
  • Send alphanumeric pages to support teams for engagement to assist at the direction of the Incident Manager.
  • Documenting the events during an incident in a log.
  • Complete a post incident snapshot report.
  • Assist as a coordinator during data center rallies which involve a lot of changes during a compressed time frame 1 weekend a month.
  • Process business critical changes in the change management tool once all approvals have been granted.
Hardware Depot Technician11/2013 to 08/2014
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.
  • Prepare evaluations of software or hardware, and recommend improvements or upgrades.
  • Inspect equipment and read order sheets to prepare for delivery to users.
  • Modify and customize commercial programs for internal needs.
Helpdesk Analyst07/2011 to 11/2013
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Refer major hardware or software problems or defective products to vendors or technicians for service.
  • Troubleshoot remote access and local area network connectivity.
  • Reset passwords for various systems after security identity verification.
  • Provide general usability support of custom applications for travel and expense reimbursement, procurement, and project management.
Helpdesk Analyst06/2006 to 11/2011Company NameCity, State
  • Reset passwords for multiple systems including AS400, MVS, SAP, Active Directory, and PeopleSoft.
  • Invoice lookup and research for Account Payable in SAP.
  • EDI support by re-routing documents with missing or illegible information.
  • Remote access VPN and local area network connectivity.
  • Lotus Notes password resets.
Service Technician08/2005 to 08/2006Company NameCity, State
  • Install/Repair of swimming pool equipment.
  • Install swimming pool covers (custom and standard tarp style).
  • Open/Close pools at the beginning and ending of the swimming season.
  • Repair/Install automated pool control systems.
  • Change filter and/or clean media in sand and Diatomaceous Earth pool filters.
  • Install/repair pool pump timers and freeze guards.
Education and Training
High School DiplomaOct 1995EAST CENTRAL HIGH SCHOOLCity, State
Jul 1996TULSA PUBLIC SCHOOLSCity, State
Bachelors of Science: Information TechnologyJul 2005KAPLAN UNIVERSITYCity, StateInformation Technology
Skills
Active Directory, AS400, backup, cables, cabling, change management, hardware, delivery, direction, documentation, Driving, EDI, Inspect equipment, frame 1, HR, MVS, ITIL, local area network, leadership, Lotus Notes, Mainframe, access, Win 7, Win 8, Windows 2000, 2000, Windows 95,, 98, NT, Networking, operating systems, PeopleSoft, procurement, project management, Read, Maintain records, repairs, research, routing, SAP, SAP (FI, SD, Desktop Support, technical assistance, technical manuals, Troubleshoot, troubleshooting, Unix, upgrades, VPN, Vista
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Resume Overview

School Attended

  • EAST CENTRAL HIGH SCHOOL
  • TULSA PUBLIC SCHOOLS
  • KAPLAN UNIVERSITY

Job Titles Held:

  • Major Incident Manager
  • Incident Manager
  • Service Management Coordinator
  • Hardware Depot Technician
  • Helpdesk Analyst
  • Service Technician

Degrees

  • High School Diploma Oct 1995
    Jul 1996
    Bachelors of Science : Information Technology Jul 2005

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