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Andrew Smith

Professional Summary

To become member of a core organization where I can use my communication skills, technical knowledge and attitude towards growth of organization. To give maximum effective service, in turn that will help me to achieve new heights in my career along with the success of the organization.

Employment history

Incident Manager, Robel-Stokes. Georgianastad, New Mexico
Apr. 2019 – Present
  • Process: IT Security, ITIL.
  • Incident Management.
  • Incident life cycle co-coordinator
  • Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Developed highly capable team of incident response employees and trained extensively in preparation for possible events.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
  • Mentored junior engineers and new hires to better improve competency and efficiency of all staff.
  • Collaborated successfully with cross-functional development teams to design and manufacture new products.
  • Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
  • Manage the operational support and oversee remediation activities with designated extended managed service providers
  • Creates incident related performance analysis and reporting for review by IT management
  • Performs other work related duties as assigned
  • Working knowledge of relevant technologies (e.g., Windows and Unix platforms.)
  • Helping to create business aligned support of the Incident Management process
  • Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed
  • Direct or coordinate activities of project personnel.
  • Monitor the performance of project team members, providing and documenting performance feedback.

Project Engineer, Shields-Gibson. Kertzmannland, Kansas
Apr. 2013 – Sep. 2014
  • Incident Management.
  • Worked as Identity and Access Manager under banking and financial services.
  • Access Administration for the users in Active Directory, performing administrative tasks like creating user accounts and maintaining profiles.
  • A competent professional with hands-on experience in Provisioning and De-Provisioning activities like ID creation, amendment and removal of accounts on windows platform.
  • Role based access management to users like Group creation, profile access and share access.
  • Maintaining Incident Lifecycle in BMC Remedy Tool and handling escalations.
  • Creation and maintenance of Privilege Accounts using Active directory.
  • Performing UAM tasks for Banking Users and skilled in the below tools:
  • Active Directory; Oracle Identity Manager (OIM); VSRA(Vodafone Secure Remote Access) Server; RSA SecurID; QARS(Quest Active Roles Server);PCOMM (IBM PERSONAL COMMUNICATION); Blackberry Enterprise Server (Version: 5, 10, 12); BYOD (GOOD Enterprise); BMC Remedy Tools.

Education

Southern Denesik, New Wayne, Mississippi
Bachelor of Science, Information Technology, 2012

Eastern Montana College, North Halville, New York
Higher Secondary school Certificate (HSC), Science, 2008

Monahan Institute, Jerdeton, Rhode Island
Secondary School (SSC), 2006

Personal info


Phone:

(000) 000-0000

Email:

andrew_smith@example.com

Address:

287 Custer Street, Hopewell, PA 00000

Skills

HPSM, Service Now

RSA

CyberArk

Vodafone secured remote Access (VSRA)

Windows, Linux

Apache LDAP

SQL

Oracle Identity Manager

Identity Access Management

Incident Management

incident manager

  • Acted in email support team called “IT ESCALATIONS”, where end user emails their concerns regarding the incident reported to Service Desk or Support teams. Follow up with support teams regarding the status of the incident and providing status to the user till its resolution.
  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
  • Ensure Service Level Agreement Adherence as per contractual commitment. Frame action plan which is agreed by customer for any Service Level Agreement misses and ensure the action plan is implemented. Implement corrective and preventive action as and when appropriate
  • Attend partnership meeting with support groups and track quality issues, other gaps to closure.
  • Project Management: Ability to use appropriate tools and techniques to plan secure resources for manage assist and ensure the progress and ultimate completion of designated projects; effectively manage time and resources to ensure that work is completed efficiently.
  • Working knowledge of relevant technologies (e.g., Windows and Unix platforms.)
  • Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed

incident manager

  • Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
  • Assign unresolved Incidents to appropriate Tier 2 Support Group
  • Log all Incident/Service Request details, allocating categorization and prioritization codes
  • Keep users informed about their Incidents’ status at agreed intervals
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests
  • Verify resolution with users and resolve Incidents in ITSM tool

incident manager

  • Leader on the technical calls, takes charge and drives the troubleshooting/coordination among IT and application teams.
  • Accountable for adherence to standards, controls, processes and procedures in Security, Service Control & Service Management, with operational discipline and successful outcomes. 
  •  Accountable to identify and lead automation opportunities and continuous improvement initiatives with positive results. 
  • Had done MTTR analysis on what is the reason for delay in resolution of the incident from support teams.

incident manager

  • If the incident needs to be assigned to L2 support, escalating it as per priority within agreed time levels
  • Work on the tickets and escalate or close if needed within mean time taken to respond and mean time taken to resolve.
  • Ensures that incidents that are left upon are acted within mean time taken to respond and mean time taken to resolve.
  • Working on orphan incidents in the queue and assigning it to resolver groups and follow up till closure.

incident manager/shift lead

  • Working with Zain Group project as an Incident Manager on Fault Management, ensuring SLA achievement and End to End Handling of Incidents 24*7. 
  • Manages all incidents end to end across the network of 6 million users. Ensures end to end support, coordination and control of Incidents. 
  • Communicate with all the stakeholders (Vertically and horizontally) on all incidents and keep the business up to date. 
  • Service assurance on agreed SLA and ratified with customer on weekly and monthly basis. 
  • Maintain all KPI’s required for business and continuous improvement. 
  • Ensure that all service level agreements (SLAs) for Managed services across the organization are delivered according to specifications. 
  • Ticket reduction of all priority to ensure Open count ticket KPI is within Target. 

incident manager

  • Process: IT Security, ITIL.
  • Incident life cycle co-coordinator
  • Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Developed highly capable team of incident response employees and trained extensively in preparation for possible events.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.

incident manager

  • Coordinating and making sure that High and Critical cases was handled within agreed SLA’s and maintaining KPI’s.
  • Decreasing customer business impact by minimizing the outage during High and Critical incidents.
  • Improve my customer’s delivery by Proactively analysing reoccurring issues and provide permanentsolutions.
  • Initiating bridges for repeated issues and bringing in required teams for fix. Sending periodical updates to stakeholders and groups about the progress in the bridge.

incident manager

  • Coordinate end to end resolution by owning Incidents affecting SCB’s Managed Production IT Services. 
  • Achieve major deliverables through proper Severity assessment based on the Business Impact of an Incident. 
  • Escalate Productions Support wherever and whenever needed to bring in the necessary traction to have Incidents resumed through major incident management.
  • Provided level 1 support for the core banking application (EBBS) which included the batch monitoring.
  • Notify the level 2 support about the job failures through the monitoring tool control M.
  • Resolving the incident tickets pertaining to user understanding, report generation and other functional issues were also part of the BAU including the incident management activities by implementing the best practices of ITIL.

incident manager

  • Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
  • Provide specialized investigation and diagnosis of all Incidents and Service Requests
  • Verify resolution with end-users and resolve assigned Incidents
  • Escalate Major Incidents to the Incident and/or Problem Manager

incident manager

  • Resolving incidents within the specified Service Level Agreements/Operational Level Agreements.
  • Assist in providing specialized investigation, diagnosis of all Incidents.
  • Acting as an escalation point to expedite incident resolution that impact customers and Akamai platform & product.
  • Driving cost-effective efforts towards the reduction of the high impact risks of recurrence of various incidents.

incident manager

  • Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents supporting over 250+Applicaiotions in health care project .
  • Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.Performed notifications and status of all incidents to high level internal leadership and client while managing SLA’s.Worked directly with Incident Lifecycle Coordinators to provide initial incident response.
  • Successfully utilized monitoring software (CCPulse+, SiteScope, Vantage, and AT&T, Verizon Call Data reports) to identify and proactively correct infrastructure issues before they impacted production.
  • Developed incident, preventative incident, preventative incident tickets and reports.
  • Lead and trained new hire escalation agents.
  • Served in the role of team subject matter expert for company tools in order to provide training for my peers and management, greatly improving overall productivity. 
  • Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes.

incident manager

  • Resolve customer complaints or answer customers’ questions regarding incident tickets, policies and procedures.
  • Collaborate with customers, vendors, partners and various internal department for timely resolution of incident tickets.
  • Conduct new hire training and on-boarding. 
  • Consult with managers or other personnel to address opportunities for improvement.

incident manager

  • Coordinating with all teams for Critical/Major incidents for quick recovery. 
  • Attending weekly call with customers and keep updating all priority incidents of whole week. 
  • Maintaining all KPI’s required for business and continuous improvement.
  • Managing the shift schedule and taking responsible of the transport facilities as per team shifts

incident manager

  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact for high high value creation.
  • Performed business analysis and Data analysis for proactive reduction in incident count and increasing stability in service operations ensuring high customer satisfaction.
  • Maintaining green SLA’s through best practices and integrating process by CSI programs.
  • Have intermediate hands-on Problem and Change management process by ITIL V4 module. 

incident manager

  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the IM process
  • Act as escalation point for all the incidents handled by support teams.
  • Develop and mature phone/incident escalation processes to ensure free flowing escalation and information.
  • Responsible for communicating with the Incident Process Owner
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records

incident manager

  • Good knowledge in incident life cycle from Incident identification till Incident closure
  • Prioritizing the Incidents based on the impact and urgency Closing the non-major incident within the agreed SLA’s
  • Following the correct escalation process for the major incidents both functional escalation and hierarchical escalation
  • Handled Critical Situation by following the Critical Situation Management procedures.
  • Picking the alerts within agreed SLA
  • Providing workaround and restoring business within minimum impact Resolving the alerts as per their priority.
  • Good knowledge about difference between alerts raised from monitoring tool and incidents reported by users

incident manager

  • Incident Management for the assigned Network Services. 
  • Performed as a supporting Team lead and managed around 30+ members at the team.
  • Handling high priority incidents (P1 & P2) and coordinating with the respective terms as per the escalation matrix. 
  • Teams to resolve the incidents within the resolution SLA. 
  • Chasing up with L1 and L2 team for fixing the faults and making the respective incident with proper statement. 
  • Coordinating with tools support team for tools and applications related issues. 
  • Invoking and revoking BCP processes in case of any accessible issue.