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Manager Service

Dallas, TX
June 26, 2018

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972-***-**** /



HPE/DXC – Service Desk and Incident Management Lead – August 2011 - Present

Currently supervise service desk agents in Dallas, New Jersey, and Boise along with being the Incident Management lead. Agents monitor, troubleshoot and resolve issues related to financial web applications in Production and Quality Assurance environments. I bring twenty years of Information Technology experience as a windows administrator, service desk, along with incident and operations management.

Managed high severity incidents from initial occurrence to resolution.

Prepare post-mortem incident documentation in support of severity 1 and 2 incidents.

Participate in regular meetings with IT teams, management and business stakeholders to review, prioritize, and resolve application and infrastructure issues.

Provide timely written and verbal communication to stakeholders during high severity incidents.

Communicate with customers and agencies to establish the correct priority for each event.

Familiar with change and problem management processes.

Support users via email, phone and with Skype for Business.

Participates in PCI (Payment Card Industry) security audits.

Coordinates and lead technical troubleshooting conference calls

Escalate issues as needed and maintain communication with the customer and technical teams.

Incident Management and Operations Manager duties and on-call rotation.

Utilized Remedy ticketing system and processes (Incident, Change, and Asset Management) to support daily operations.

Create and maintain service desk schedules and attendance records

Interview, evaluate and recommend potential employees as part of the hiring process

Train service desk agents and incident managers on client process and procedure.

Assist in the coordination of resources during Disaster Recovery Exercises.

Kodak – Site Manager - July 2009 - August 2011

Managed forty photographers at AT&T “Cowboy” Stadium. Created schedules for games and other events hosted at the facility. Maintained equipment inventory and maintenance records. Responsible for verifying hours prior to payroll submission. Attended meetings with stadium management and other vendors to discuss staffing requirements and goals for events.

EDS/HP - Windows Administrator - January 1994 - March 2009

Researched and resolved issues related to Microsoft networks and repaired windows operating systems. Used Microsoft’s Remote Desktop and VNC “Virtual Network Computing” to remotely perform system maintenance and troubleshooting. Managed network functionality using TCP/IP, DHCP, and DNS. Participated in developing the virtualizing the Quality Assurance environment placing them on a Windows ESX host running VMware 3.5. This hardware migration substantially reduced the customer’s annual hardware expenses.


KANSAS WESLEYAN, SALINA, KS - Required core classes including computer science and business management.

Additional Skills

Operating Systems: Windows Advanced Server 2000/2003, XP, and Vista, Unix/Linux Networking: LAN/WAN, TCP/IP, DNS, ITIL v3 Foundations, MS Office Suite, Remedy v8.1, Symantec Veritas NetBackup, HP Business Service Management

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