ITIL Incident Manager and Problem Manager

UST Global Plano,Texas

Point Animations Service Level Management Incident Management Problem Management CSI IT Security MS - Visio Work History ITIL Incident Manager and Problem Manager , 01/2011 to 12/2014 UST Global – Cochin...l Summary ITIL V3 Foundation & Intermediate certified Process Analyst with over 7 years of experience in ITIL process implementation and Governance in the below ITIL areas : 1 . Incident Management...charge of resolution activities . Utilized ITIL knowledge during audits to ensure Incident Management process is being adhered to . Managed the Major Incident Management (MIM) process and ensured adherence

Incident Coordinator

Computer Sciences Corporation Wood Ridge,New Jersey

Experience Computer Sciences Corporation Noida , Uttar Pradesh Incident Coordinator 01/2009 to 09/2010 Ensured complete up - dating of the Incident record prior to Problem Management handover Handled Real Time...priority incident resolution ; regular follow - up with global support teams for resolution of incidents . Resolved conflicts between resolver groups and third party vendors to ascertain incident ownership...Service , I . T . Service Management , Process Management , Operations , Team Management , Incident & Problem Management and Relationship Management . Resourceful representative , who consistently

Major Incident Coordinator

CompuCom Louisville,Kentucky

operation proficiency Work History Major Incident Coordinator , 12/2014 to Current Compu Com – 10100 Linn Station Rd Louisville , Ky Accept and authorize major incident tickets .  Managed escalations from

ITIL Coordinator/Incident Manager

GE Digital/Genpact Lebanon,Ohio

up communication between all teams . Experience ITIL Coordinator/Incident Manager January 2016 to April 2016 GE Digital/Genpact - Mason , Ohio Incident Management of High Severity Incidents · Outage...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 . First Line Major Incident Support Engineer...with AD and other systems Work with Remote PC access to troubleshoot potential issues . Major Incident Manager Level II May 2015 to October 2015 JPMorgan Chase/Insight Global - Polaris , Ohio Manage issues

IT Manager Incident Manager

Serta Simmons Bedding, LLC Douglasville,Georgia

Now) Help/Service Desk /Incident Manager - Project . Service Desk Manager/Incident Manager Oct 2015 to May 2016 Landis+Gyr － Alpharetta , GA As the Incident Manager I was responsible for driving resolution...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...Member of , and Participate in the Enterprise Change Advisory Board(CAB) . IT Manager Incident Manager Jul 2016 to Nov 2016 The Coca - Cola Company － Atlanta , GA Prioritize workload and manage resource

Critical Incident Stress Management Coordinator

Maricopa County Sheriff's Office Mesa,Arizona

Communication Computer skills Conflict resolution Basic math Work History Critical Incident Stress Management Coordinator 11/2018 to Current Maricopa County Sheriff's Office – Phoenix , AZ Kept informed...n School 2016 International Critical Incident Stress Foundation - Individual Crisis Intervention and Peer Support Training - 2014 International Critical Incident Stress Foundation - Group Crisis In

ITIL Process Manager

KForce Staffing (Devon Energy) Andover,Massachusetts

Operations , including Incident Management , Change Management , Problem Management , SLA/SLM , and standardized metrics and reporting . Skills Six Sigma Certification ITIL Foundation & Service Operations...Management Change management Deming Process Analysis  Work History KForce Staffing (Devon Energy) ITIL Process Manager | Oklahoma City , OK | September 2011 - December 2012 Developed ITMF Service Level... Director of Glass Applications Support Services organization for Philips Healthcare Implemented ITIL (best practice) strategy into existing support structure Manage Global Support Structure for HP extranets

IT Incident Manager

Aurora,Colorado

Assessments Work History IT Incident Manager , 07/2014 to 05/2019 Keurig Green Mountain , Waterbury , VT Designed , implemented and manage IT Critical Incident Management program for priority...infrastructure was outsourced , Programs included T Service Desk , Major Incident and Problem Management , Manager , IT , 11/2004 to 07/2014 UVM Medical Center , Burlington , VT Project...facilities Pulled on , call shifts as an EMT Education UVM Medical Center , Burlington , VT , ITIL Foundations Certificate 2011 Trinity College , Burlington , VT , Bachelors of Science Business

Major Incident Manager

Hewlett-Packard Broken Arrow,Oklahoma

and holidays as needed . Service Management Coordinator 08/2014 to 03/2015 Engage an Incident Manager when an incident has been reported . Open/close incident bridge call . Send alphanumeric pages to support...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...the impact increases . Incident Manager 03/2015 to 02/2016 Driving an incident to resolution through support engagement . Documenting key actions and events during an incident bridge call . Notification

Incident manager

CareTech Solutions Inc. Madison Heights,Michigan

Experience Incident manager , 12/2017 to 08/2018 Care Tech Solutions Inc . – Troy , MI Reviewed Incidents to identify problems in client's environment Alert support staff for root cause analysis Assist...devices . Trained and supported users on and off site . Worked remotely from home when needed . Incident manager , 12/2017 to 08/2018 Reviewed Incidents to identify problems in a client's environment . Alert