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IT Incident Management, Change Management, Problem Management

Clayton, North Carolina, United States
May 31, 2018

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Richard D. Prout

** ***** *****

Clayton, NC ****0

919-***-**** (H)

919-***-**** (M)

Technical Customer Support professional with an IT Service Delivery skill set with 18 years of experience leveraging incident management, change management and managed services expertise in providing client-driven solutions in a NOC/Service desk infrastructure environment.

Professional Experience:

SAS Institute, Cary, NC Sr. IT Service Desk Specialist, 11/16- 3/18

Responsible for providing Incident, Data Center, Tape Administration, Account Management and Technical Support for SAS products and services as well as SAS employees in an Infrastructure Service Desk environment. Duties include but not limited to: incident management, ticket escalation, engagement of engineering resources to drive incidents to resolution, tape administration using Vertices and Iron Mountain/Secure Sync, facilities management through touring SAS data centers and server farms to monitor the health of SAS servers and applications., Documented incidents in ServiceNow, PERC and MIDAS ticketing applications. Perform first level triage for SAS Technical Support calls, create tracking numbers to software users, engage technical support engineers, create emergency Setinits files for licensure extension issues. Maintained established SLA’s, inventoried DC libraries. Perform tape restores. Used Netback-up, Veritas and OPCENTER to troubleshoot robot drive issues.

HEWLETT PACKARD ENTERPRISES, Clarksville, VA IT Service Delivery Team Lead, 11/15 to 11/16

Responsible for providing IT Service Delivery for HPE/DHS government clients, administer hardware assets, perform change and storage management duties at the Mid-Atlantic Data Center in an ITIL-driven infrastructure. Ran scripting jobs in HPSA to manage and un-manage servers. Provided daily reports for outages, high severity and changes during the week. Provided tape administration/coordination via Iron Mountain. Maintained mainframe environment.

VERIZON BUSINESS, Cary, NC Coordinator Network Operations, 7/2011 to 3/2015

Managed customer relationships, delivered client service support, granted datacenter access requests, monitored website performance, managed ticket lifecycles, and resolved technical issues for a leading provider of global communication service, applications, cloud and data center infrastructure services. Responsible for driving incidents and problems to resolution 98.5% of the time in keeping with established SLA's. Provided incident/change management support. Performed other duties as assigned.


Wake Technical Community College Raleigh, NC:

Certificate of Completion Project Management Professional 3/2015

Certification in ITIL v3 Foundation IT Service Management, 11/2013

Certificate of Completion, Local Area Networks, 4/1999

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