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Candidate Info
years in workforce
years at this job
Information Systems & Computer Programming
Biology
Executive Management
AVP - Operations Manager / Incident and Problem Manager
Managed the 24/7, day-to-day operational functions of the global IT support and customer-facing product support teams. Examined existing processes to discover opportunities to increase effectiveness and raise service levels in a dynamic environment.
- Implemented a globalized ITIL V2, which improved all 75 Tier 1 Services availability, and met all business SLAs through creation of a Known Error database.
- Facilitated troubleshooting by mapping architecture of applications used in a system of multiple operating silos, resulting in SLA and BCP planning improvements.
- Cut data center cooling costs by 50% through server virtualization and SAN implementation.
- Migrated Trading rooms, Exchange Floor locations, Mergers, and Data Center, consistently coming in under budget and on time; managed budget for all capital and operating expenses for IT infrastructure-related projects.
- Directed all IT infrastructure personnel through high-severity, mission-critical outages.
- Managed the deployment of a new HP SAN, moving all file server data and all SQL and Oracle databases from local disk, which improved uptime and availability.
Candidate Info
Electrical Engineering
Computer Science
Management
Speech And Communication
Project Management / 6-sigma Certification Preparation
Problem Manager
Served as a key member of the Infrastructure Team ensuring that the most effective resources are aligned in the restoration of business services, including follow though of root cause analysis and future prevention/risk mitigation within ITIL disciplines. Responsible for the delivery execution and adherence to the process for Incident and Problem Resolution with a focus on Major Incidents & Problems (Severity 1 and 2 Incidents). This includes managing through multiple globally outsourced suppliers and their performance supporting Infrastructure.
- Managed Incident and Problem Management processes across IT and key vendor service lines for immediate, decisive, and comprehensive solutions.
- Managed and measured, through KPI's, IT service lines and supplier performance in adherence to Incident, Change & Problem Control policies.
- Determined and communicated escalation/resolution across service lines and IT leadership as appropriate.
- Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.
- Responsible for the daily production control meetings of major local and global incidents in assessing customer impact and awareness for reducing adverse business impact.
Candidate Info
years in workforce
years at this job
Biology
Systems Management
Problem Manager/change Mgr, Ebay & Paypal Site Operations
Led operations team and groups from product development in post-incident problem resolution utilizing the ITIL service delivery model.
- Developed and implemented ITIL best practices processes and procedures.
- Conducted initial site incident investigation, collected essential information across all technical disciplines, identified root causes, determined tasks to prevent recurrence and drove their execution.
- Played an integral role in the process of determining causes for impact to availability and their ultimate resolution. Drove project implementation plans that enhanced system reliability.
- Conducted critical reviews of changes to the PayPal site through technical review, prioritization, scheduling and implementation.
- Successfully drove the largest data center move in PayPal history, as a member of the tiger team, while minimizing impacts on site availability.
- Achieved a seamless merger of half.com with eBay operations; as a member of a team of three key people, planned and implemented project, operations procedures and operations team training.
Candidate Info
Problem Manager / Business Analyst
Managed and implemented the first Problem Management process for the IT organization which entailed critical incidents to the IT environment. Subject Matter Expert on Workflows related to Incidents, Critical Incidents and Problems.
- Identified areas of concern through trending and analysis reporting resulting in 20% reduction in calls placed to our externally hosted Service Desk.
- Coordinated cross functional meetings to determine root cause of problems and improve workflow processes.
- Partnered with multiple groups to implement solutions of known errors and increase efficiencies.
- Reduced costs by over 20% by eliminating reoccurring incidents from the IT environment.and reducing the call volume to the External Service Desk.
Candidate Info
Problem Manager
Determined root cause of incidents. Created and tracked tasks to prevent or mitigate recurrence. Ensured the performance of the problem management team to achieve defined performance targets.
- Implemented enhancement in problem analytics specifically in root cause determination, data analysis and problem trending.
- Collaborated with cross functional teams and vendors to create a quality root cause analysis to minimize repeat failures.
- Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction.
- Maintained appropriate Problem Management training material and process documentation.
- Identified and implemented improvements to services by enhancing the linkage with other ITSM services.
Candidate Info
years in workforce
years at this job
Bachelor of Arts
Master of Arts
Information Systems And Management
Problem Manager
Analyzed technical issues within clients' systems and assessed subsequent business impacts
- Liaised with [company name] development teams in the effective implementation of solutions to meet clients' business
- Identified and recommended proactive measures to improve clients' existing infrastructure (50% reduction in the number of incidents in three months)
- Led multiple teams and held responsibility for team members' adherence to contractual requirements and timelines
- Reported team progress to senior management
- Rated Top Performer in first eight months; received recognition from senior managers in Denmark
- Appointed to lead a client account within 9 months of joining [company name]
- Personally requested by senior management to lead a deteriorating client account, and successfully turned it around within a month
Candidate Info
years in workforce
years at this job
Information Systems And Business Administration
Help Desk Supervisor and Problem Manager
Hired and trained customer service representatives to answer and resolve incoming calls. Documented all procedures and created manuals for training all internal and external staff. Supervised team of thirteen support desk technicians remotely assisting more than 4,500 users with call volumes of approximately 7,000 per month. Created yearly and quarterly reviews to ensure staff development. Managed information systems operational activities including assignment of tasks and evaluation of resource priorities. Utilized ACD Concerto/Aspect reports to assess call volume and adjusted staffing accordingly. Analyzed trending data to create knowledgebase for help desk. Hired, motivated, and managed a support team to accomplish the company's business needs.
- Created customer service measurement tool, analyzing and distributing to all information technology managers to assure customer satisfaction.
- Developed online self-serve tool to assist customers in resolving technical problems.
- Established service-level agreements by negotiating with business units and information technology managers.
- Participated as change control approval board member.
- Implemented problem management process involving complete root-cause analysis. Coordinated and ran meetings to determine root-cause of issues by analyzing incidents and trends.
Candidate Info
years in workforce
year at this job
Customer Service Coordinator / Problem Manager
Supervised over 35 people supporting U.S. Central Command, CCJ6 Service Desk, PC Maintenance, Reprographics, and Training sections.
- Coordinated all areas of customer service support for over 3000 users located in Tampa and throughout U.S. Central Commands Area of Responsibility.
- Managed Incidents and Change Requests utilizing CA Unicenter Service Desk.
- Created Operating Level Agreements between Customer Service and various other support sections and wrote the Standard Operating Procedure for CCJ6 Incident Management.
- Consolidated Walk-In Customer Service Section and Help Desk allowing for cross training of personnel in support of CENTCOM's mandated 33% manpower reduction.
- Provided high level management of CENTCOM's Desktop Upgrade Project consisting of the upgrades to over 6,000 computers in Tampa and Qatar.
Candidate Info
Sociology
Mis Training
Problem Manager
Led ITIL Problem Management for the US Army Netcom infrastructure and support organizations.
- Owned and managed the daily activities of the Problem Management process.
- Coordinated, documented and implemented version 2 of the ITILv3 Problem Management process.
- Implemented process improvements which raised the process maturity level to 3.5.
- Developed and presented to leadership a monthly Problem Management review on activities, metrics and KPIs.
Candidate Info
Problem Manager
Determined root cause of incidents. Created and tracked tasks to prevent or mitigate recurrence. Ensured the performance of the problem management team to achieve defined performance targets.
- Implemented enhancement in problem analytics specifically in root cause determination, data analysis and problem trending.
- Collaborated with cross functional teams and vendors to create a quality root cause analysis to minimize repeat failures.
- Optimized Problem Management service to deliver quality outcomes that lead to high levels of customer satisfaction.
- Maintained appropriate Problem Management training material and process documentation.
- Identified and implemented improvements to services by enhancing the linkage with other ITSM services.
Candidate Info
Management Information Systems
Sr. Service Desk Analyst/problem Manager
Diagnose and trouble shoot a wide range of hardware, software and network connectivity issues.
- Create new employee accounts using Active Directory and Console One. Set up network and application access for new and existing employees.
- Acted as Problem Manager. Managed the life cycle of all Problems logged into ITSM and facilitated weekly Problem Meetings.
- Developed Problem Management Guidelines for CCHMC.
- Developed training documentation for new employees and provided training.
- Install, configure and modify hardware and software to ensure optimal performance
- Created new VPN accounts for internal users and Vendors.
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