Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
Summary
Employment
Education
Download Resume Format
Summary
Over
thirteen years of IT industry experience. Passion for customer service.
Extensive involvement with incident management. Adept at driving issues to
resolution. Broad range of technical knowledge. Noted team leadership skills
with an emphasis on performance and cohesion. Results-oriented with a focus on
resource efficiency.
Employment
—
IT
Event/Escalation Manager, Hewlett
Packard,
Dayton, RA 02/11-Present
·
Validated
and triaged incidents, reports, and monitoring alerts coming into the Global
Operations Command Center, launching escalations per process.
·
Assembled
and lead Major Incident response team, directing and documenting actions
required to restore business continuity
·
Initiated
Problem Management process when appropriate.
·
Facilitated
other escalation managers’ resource needs when in Team Manager role.
·
Elevated
qualifying incidents to appropriate application teams
·
Prioritized
activity of GOC ICC technical resources responding to incidents and
escalations.
Achievements
Ø Assisted in
the creation and improvement of automated tools to streamline workflow and
increase Escalation Manager Productivity and efficiency.
Ø Provided
input for a number of major process revisions to achieve more favorable
outcomes during escalation and crises events.
—
Service
Delivery Senior Associate,
Infocrossing,
Calpine account, Dayton, RA 03/09-02/11
·
Acted
as alternate to the Service Delivery Manager for all account activities.
·
Represented
Infocrossing at daily Infrastructure management team meetings, on daily ticket
review calls, and at client operational and technical meetings.
·
Oversaw
Change Management coordination between client and internal change teams.
Attended Change Approval/Change Control Board meetings, representing and
responding to proposed changes. Assisted with documentation as required.
·
Interacted
with the client at all levels on technical and non-technical bases, from
application teams to senior executives, providing updates, building
relationships, and improving customer satisfaction.
·
Coordinated
between different technical towers (including both on-shore and off-shore
resources) and the client to ensure successful completion of projects and
changes.
·
Assembled
and lead technical and management teams to resolve P1/Sev1 issues, deliver
priority responses, and implement critical changes.
Achievements
Ø Acting
Service Delivery Manager 10/09 to 4/10; in that role provided strategic
leadership to account resources and regular dialogue with C-level executives in
both organizations.
Ø Brought
stability and increased performance to a long-troubled, demanding account.
Ø Improved
client relationship rating from “Red” to “Green”, based upon feedback.
Ø Achieved the
best SLA performance in contract’s 3-year history, eliminating monthly fee
reductions for missed service levels.
Ø Worked to
close outstanding contract gaps, allowing for a new 2-year renewal to be signed.
Ø Identified
opportunity areas to improve account performance; in 2009-10 initiated and led
projects addressing ticket management, monitoring issues, and patching
schedules, leading to new customer satisfaction highs.
Ø Proposed a
number of procedural and process improvements, such as ticket templates for client
use, and internal team change control workflows to follow to increase technical
administrator efficiency, customer satisfaction, and client reporting accuracy.
—
Datacenter
Manager, Infocrossing,
Calpine account, Dayton, RA 06/07-03/09
·
Provided
24x7 on-call support for P1/Sev1 issues involving datacenter issues and managed
a number of direct reports to maintain 24x7 datacenter coverage.
·
Managed
all vendor relationships involving datacenter, including hardware/software
vendors such as Sun, HP, and EMC, and facilities vendors such as Cummins, Roy
Moffitt Fueling, Fisk, and Letsos.
·
Monitored
and responded to alerts relating to facility and environmental conditions for
Calpine Houston Sites, including HVAC, electrical, and security systems.
·
Performed
troubleshooting with admins on server hardware and software in the datacenter.
·
Delivered
documentation and reports on operations in the Houston Datacenter and DR site.
·
Participated
in capacity planning meetings for new infrastructure.
·
Spearheaded
special projects at SDM’s request.
Achievements
Ø Conducted a
complete review of facility vendor maintenance and documentation, working with
Procurement to re-establish and renew all contracts for service and support
that had lapsed. This restored regular preventative maintenance to the
environment.
Ø Initiated
and delivered to completion more than $1M of remediation projects which greatly
increased the reliability and functionality of Calpine’s facilities, such as
systemic improvements on the chilled water system, the re-utilization of an
unused UV lighting system for air quality, and battery replacement for
Calpine’s enterprise-class UPS’s, among others.
Ø Planned and
implemented projects to address a large number of outstanding server hardware issues
with equipment in the datacenter, including Sun/STK, HP, IBM, and EMC. These projects eliminated all outstanding
hardware issues in the Calpine datacenter space.
—Technical Services Representative,
IBM,
AT&T account, Dayton, RA 12/05-06/07
—Senior Communications
Specialist, SBC
Services, Dayton, RA 04/00-11/05
·
Provided
primary level 2 technical support to one of the most diverse and challenging
locations in the Houston zone, encompassing 1400+ clients and over 1000 PCs.
·
Supported
groups operating in both Corporate Desktop (normal user) and Operational
Desktop (restricted user) environments, including the NOC, the Houston Emergency
Operations Center, several internal and external support call centers, managers
ranging from 1st to 4th level (supervisors to Regional
Business managers and Vice Presidents), Operator Services, and central offices.
·
Conducted
hardware, software, and network troubleshooting, application support, remote
issue resolution, client education, and Active Directory and SMS inventory
maintenance and remediation, along with other tasks as needed on a daily basis.
·
Prepared
and distributed Ghost desktop and laptop images to facilitate roll out and
re-imaging.
·
Assembled
and maintained application installation library share for group-wide use.
·
Conducted
local planning for large-scale moves involving 100+ client transfers.
·
Interfaced
with specialized support groups to resolve issues with hardware and software,
including internally developed SBC tools.
Achievements
Ø
One
of a select number of Technical Support Managers retained by IBM as full
employees after SBC/AT&T outsourcing of IT support to IBM Global Services.
Ø
Compile
tool (BartPE) for use in system troubleshooting and data recovery used
region-wide.
Ø
Named
Regional Team Virus and Malware Subject Matter Expert.
Ø
Discovered
and documented several application and hardware conflicts that led to
enterprise-wise resolutions, including several application bugs and a manual
virus-removal procedure that was used during an enterprise- and nation-wide
virus attack (Zotob, August 18, 2005).
Ø
Planned
and implemented a number of large projects for my location, including several
large-scale software rollouts, application removal, and PC deployments.
Ø
Provided
level 3 assistance to other TSMs/DSRs for troubleshooting many technical issues.
Ø
Participated
in assembling the enterprise-wide Emergency Personnel Preparedness Plan, a site
disaster recovery program developed after 9/11.
Ø Spearheaded
an effort to streamline and update the data backup and lease roll process and
tools using new Microsoft deployment products, along with several virtualization
tools, including VMWare.
—Consultant/Owner, Argent Services, Dayton,
RA 11/02-6/06
·
Coordinated
the implementation of equipment provided by E-Rate, a government program which
covers end-to-end IT infrastructure upgrades for charter schools with
economically disadvantaged students.
·
Consulted
with school administration to provide the most efficient utilization of
available resources to positively effect student/teacher performance.
·
Planned,
installed, configured and administered Windows Server 2003 servers in small and
medium environments up to 1500+ users, including AD, Exchange, IIS, and Terminal
Services.
·
Trained
local staff in basic support operations and troubleshooting methodology.
·
Provided
on-call support for the duration of the contract, including SLA-measured
services.
Education
§
B.S.
in Sociology from Lamar University-Beaumont
§
MCP
Windows NT Server 4.0, Windows Server 2003
§
In
the process of completing ITIL Foundation
certification
Download Resume Format
.JPG)
.JPG)
.JPG)
0 comments:
Post a Comment