IT analyst

Ronald M. Pipkins

832-***-**** 713-***-**** **************@*****.***

Experienced IT Analyst

EDUCATION

COMPTIA A+ Certification: In progress

ITIL V3 Foundation: In progress

University of Houston B.A.

SUMMARY

Experience monitoring alarms in a command center providing crisis management triage

Experience gathering intelligence

An interest in security, crisis management, or criminal justice

Ability to sit for prolonged periods of time (the entire work day) without becoming distracted

Superior customer service skills as demonstrated by way of previous work history

Experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.

Multitasking skills including the ability to answer multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment

Able to use multiple software applications simultaneously (software multi-tasking)

Typing skills at 35 words per minute with high accuracy

Experience working in fast paced environments, and ability manage workload even during times of stress or escalated activity

Professional demeanor and ability to communicate with business leaders

PROFESSIONAL EXPERIENCE

Walt Disney World Orlando, FL

Incident Response Analyst (contractor) July 2015 – present

Lead the coordination and management of the incident management process with IT teams across the globe including USA, EMEA and APAC.

Manage global conference calls (bridge calls), engaging, escalating and driving all relevant technical parties and expertise to expedite service restoration.

Provide crisis management triage, coordination, and facilitation, security risk monitoring and analysis and alarm monitoring at Disney Parks and Resorts

Assist support groups in preparing post resolved incident documentation in support of root cause analysis

Apply business impact analysis techniques to evaluate impact of high severity problems and/or potential impact of proposed changes

Coordinate communication and notification to IT support groups and management of status of high severity problems, including managing user access to privileged systems for communication updates

Primary Services Houston, TX

Technical Writer (contractor) November 2014-March 2015

Organized material and completed writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology

Maintained records and files of work and revisions

Edited, standardized, or made changes to material prepared by other writers or establishment personnel

Conferred with customer representatives or publisher to establish technical specifications and to determine subject material to be developed for publication

Reviewed published materials and recommended revisions or changes in scope, format, content, and methods of reproduction and binding

Primary Services Houston, TX

IT Analyst (contractor) June 2014-November 2014

Maintained the process of provisioning, managing and de-provisioning hundreds of user accounts for MS Dynamics AX and various applications

Ensured that all executed requests conformed exactly to the process as defined with appropriate approvals and authorizations for access and level.

Led projects for various application environments, ensuring segregation of duties principles and business functional requirements were met.

Provided system support and maintenance as needed.

Organized and retained appropriate documentation related controls.

Fort Bend ISD Missouri City, TX

Quantitative Analyst (Academic Liaison) 2009-2014

Responsible for providing research and analytical support on programs and projects including gathering data; performing statistical and financial analyses; reporting on performance metrics; coordinating project priorities; analyzing and correcting data system errors; identifying problem areas and areas of non-compliance; and making recommendations for performance improvement solutions.

Participated in short and long term planning in consultation with the Director of Education and Community Programs

Built working relationships with faculty and students across the institution

Performed classroom observations and conducted evaluations of students at the request department chairs

Coordinated curriculum needs at various sites to ensure consistency among sites

Babbage Net School Houston, TX

Technical Support Representative 2011-2012

Handled incoming call requests within a call center from customers to ensure needs were met/exceeded under the defined SLA and updated the customer for closure and to determine customer satisfaction

Performed preliminary technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction

Assisted customers with password resets and other technical issues

Created service requests and documented problem determination steps to resolve the problem to the documentation repository, or perform escalation to the appropriate Level 2 support group

RadioShack Houston, TX

Technical Sales Representative 2005-2006

Completed repairs on “out of warranty” devices totaling an average of 3+ units per door/per day through accurate diagnosis of device issues and repair estimates

Ensured timely and quality completion of mobile device repairs on approved devices

Drove customer loyalty and profitable sales through complete-solution selling, including add-on repairs (such as battery replacement), and accessory attach items (such as screen protectors and device cases)

Responsible for driving repair traffic and store sales through building repair referral relationships with local businesses such as carrier stores, restaurants and other retail locations with high volumes of customer traffic

Resolved in-store and inbound telephone customer service issues

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