Service Management
Resume:
CRAIG SALIBA
**** ****** ***** *****, ******, GA 30518 770-***-**** ***********@*****.***
mailto:**************@*****.***
PROFESSIONAL SUMMARY
Senior-level, enthusiastic, self-motivated and communications-oriented professional offering over 14 solid years of progressive experience in service management, system administration, business planning, and web applications.
SKILLS
Incident Management
Vendor Management
System Administration
Problem Management
Web Developer
Third Party Risk Assessment
Change Management
Trending Analysis
Business Planning
Application Support
Training
WORK HISTORY
Third Party Risk Management
The Third Party Management Program (TPM Program) is designed to help teammates identify, evaluate and address relevant risks and issues, at both the Third Party and product/service level.
Planning – Developed and approved business case and business requirements; supported alignment of Segment/Function strategies to Corporate goals and business strategies.
Risk Assessment & Due Diligence - Performed risk assessment and associated due diligence evaluations of 3rd party selections. Provided analysis that included identification of potential business risks.
Ongoing Monitoring –Provided continued oversight that included performance and risk management of 3rd Parties and/or service/products, monitoring, reporting and escalation of risk.
Off-Boarding – Oversaw the disengagement/termination of third party relationships in a manner that minimized risk to the business and impact to constituents, such as customers, internal partners, and other third parties.
IT Service Manager
Responsible for all aspects of multi-location Incident and Problem Management process
Developed and enhanced existing process for responding to high-priority incidents by establishing a consistent methodology for receiving and responding to alerts.
Responsible for facilitating high-priority incident including monitoring technicians throughout the life-cycle of the event to ensure service was restored and impact was mitigated.
Established a post mortem process to facilitate the identification of root cause and identify processes to prevent reoccurrence.
Designed and distributed executive-level reporting of incidents.
Developed and conducted web base and instructor led training for Incident, Problem and Change Management.
Business Continuity
Enforce and validate that an organization can continue to delivery their product(s) or services at acceptable predefined levels following a disruptive incident.
Ensures the right individuals are in the right roles to maximize business continuity performance.
Ensures that all business continuity planning participants understand what is expected in their role in the event of a distuption.
Helps to clearly identify any gaps in knowledge, skills, and abilities for individuals assigned to business continuity roles and responsibilities.
CRAIG SALIBA
4370 Signal Ridge Court Buford, GA 30518 770-***-**** ***********@*****.***
IT Service Management Analyst
Facilitated resolution of significant operational incidents and functioned as a communications point of contact into the various lines of business.
Responsible for facilitation of 20-25 high-priority incidents per month including triage, communications, identification of interim resolution, and restoration of service.
Lead daily status calls regarding production issues and potential down-stream impact. Responsible for issuing production status report.
Participated on both the enterprise and emergency change boards to review and approve system and production changes and monitor for potential impact.
Successfully project-managed the implementation and conversion of two incident management ticketing systems to ensure trouble-free implementation and use.
Designed and implemented an enterprise-wide emergency notification system. This system, used by numerous internal lines of business was used in instances of emergency notification or business continuity issues.
Application support for ITSM tools: Record and classify received Incidents and undertake an immediate effort in restoring service as quickly as possible. Assign/Transferred unresolved Incidents to appropriate support group. Log all Incident details, categorization and priority/severity code. Associated Incidents with other records (Incidents, Change, Problems and Known Errors). Provide first-line investigation and diagnosis of all Incidents assigned. Verified resolution with users and resolved Incident.
Escalated major incidents to Incident Process Coordinator. Own all Incidents throughout the lifecycle.
System Administration
Responsible for successful implementation and supporting multiple enterprise-wide systems including HP ServiceCenter, Unicenter Service Desk, Service Now, Maximo, xMatters and Enterprise Notification System.
Conducted and facilitated successful installations or conversions of numerous systems, including identification of project teams, development of delivery schedule, and creation of comprehensive testing scenarios.
Led project meetings to gather and prioritize system requirements. Designed and developed initial training programs to ensure smooth transition of systems for general users.
Modified systems to better meet the requirements of working environment, including adding company-specific information, fields, and responses.
Exposed to UNIX with a basic understanding and knowledge of moving files and commands on HP-UX and IBM-AIX.
PROFESSIONAL EXPERIENCE
SunTrust Bank Inc. 1993 - 2016
Third Party Risk Management 2014 - 2016
Business Continuity Supplier Analyst 2011 - 2013
Incident Management and System Administration 1998 - 2011
Bank Automation and Support Analyst 1995 - 1998
Bank Teller 1993 - 1995
Sterling Info Systems 2013 – 2014
IT Service Manager
EDUCATION
Associates of Arts Degree,
Seminole Community College Sanford FL 1993 - 1994
Valdosta State University, Valdosta GA 1988 - 1990
CERTIFICATES
ITIL Foundations 2005
Designing IT Platform Collaborative Applications SharePoint 2005
Principles and Techniques of Project Management 2004
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