Incident Management/Service Delivery Manager

Joe Soriano

Danville, CA *****

510-***-**** / *******.***@*****.***

Professional Summary

Experienced Incident Manager responsible for managing high priority incidents globally, In-depth experience of incident management process, Possess a high level of knowledge in regards to IT Infrastructure, systems management and application landscape. Primary expertise is reducing system downtime for stakeholders globally

Recognized for ability to facilitate resolutions of all high priority incidents for Stores, Corporate, Distribution Centers and OMNI Channels

Excellent record of restoring services back to stakeholders within service level agreement

Areas of Strength

Proactive approach to problem solving reducing system downtime under 2 hours

Provide 24/7/365 support schedule

Identify process inefficiencies and deficiencies to the process owner to meet service level agreements close to 100%

Mentor and coach junior Incident Managers - Identify and address opportunities to enhance performance and continuous improvement

Outstanding listening and communicating skills

ITIL Certified

Process and procedure creation, management and control

Experience

Gap Inc.

Incident Management – Systems Analyst (2011-Present)

Facilitate resolutions of Sev 1 & 2 incidents within 2 hours

Prioritize critical incidents over others

Identify potential risks & impacts and report to appropriate teams

Provided support to North America, Europe and Asian countries via graveyard shift

Mentor and coach junior Incident Managers to be strong facilitators

Joe Soriano

510-***-**** / *******.***@*****.***

Gap Inc.

Problem and Change Management – Systems Analyst (2009-2011)

Effectively track and report root cause analysis to prevent occurrences

Critical analysis of Change records to identify risks and reduce business impact

Process management and control

Relationship management with vendors and Gap business partners

Enterprise Software Configuration Management

Senior Systems Engineer and Project Manager - (2007- 2009)

Converted ETL applications to the current Gap development and packaging standard and introduce a standardized, automated and repeatable method of code deployments into test and production environments.

Deployed code to testing and production environments

Managed code repository application to ensure code consistency

Completed small scale projects on time and under budget

Education

Bachelor of Science, Business Management with emphasis in New Ventures and Small Business Management - California State University – Hayward – Graduated in 1997

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