Daniel Greco

Oak Ridge, N.J. *****

973-***-****

ad3wjj@r.postjobfree.com

Areas of Expertise

Critical Incident management

Resolution Specialist

Strategic Implementation

Major incident team

Operations Management

Systems Troubleshooting

Timeline Management

Streamlining Operations

Dedicated, quick learning IT professional with 20+ years of experience in the Incident Management field working in ITIL, Agile and Business Tech. IT Gold award winner with a team first attitude. Consistently hitting the highest marks in all areas of Incident management. Worked on Major Incident Team (MIT) in Citi, JP Morgan and H&M. Which was achieved by accelerated communication, organizational and analytical skills. Extensive record of vendor management and vast background in multiple areas of IT.

PROFESSIONAL EXPERIENCE

Hennes & Mauritz (H&M) / Global Incident Manager November 2015 – Feb 2024

100 Lighting way, Secaucus NJ

Joined H&M a few months after the inception of incident manager team and was Instrumental in the development of the ways of working and standards within the ITIL format. Framed the parameters of responsibilities and functionality within the team.

Received IT Gold award in 2019 for best team globally.

Sole authority to approve or reject all emergency changes within the global environment on a 24x7 365 platform. This included all vendor and outsourced changes that will affect the environment.

Manage multiple vendors daily. This function was done on conference bridges, Video conferences and in person. Groups included but is not limited to HCL, Accenture, Fujitsu, TCS, Cannon, HP, Microsoft and Diebold-Nixdorf as well as internal support groups globally.

Monitor and assess the impact and priority of all P1 & P2 incident tickets for all areas of the company. Store, Warehouse, logistics, accounting, security etc.

Consistently received high ratings in all bi-annual reviews from management.

Chaired handover bridge with Sweden and Hong Kong teams. Also chaired all bridge calls with vendors and internal support groups

Partnered with Store and Warehouse to achieve a better understanding of the best ways of working with these facilities.

Provided coverage on weekends and holidays on rotating basis. Working from home to achieve the 24x7 365 status.

Traveled internationally to meet with multiple vendors, internal support groups and key players in all areas that are supported.

Consistently lower the MTTR (mean time to repair) and minimize SLA breaches by pushing resolver groups toward resolution.

Provided stockholders with timely updates to the current status via email, SMS and online.

Chaired weekly bridge calls with various vendors to discuss standard operating processes and implement changes when and where it’s needed.

Left H&M due to outsourcing of roll.

Dow Jones /HCL / Critical Incident Manager, March 2015 – Oct 2015

Route 1, Princeton N.J.

Responsible for assessing priority and impact for all critical P1 and P2 incidents.

Chaired all Priority 1 bridge calls and turnover calls.

Manage all vendors internal and external. Primary point of contact for all incidents to be escalated to higher status.

Documented clear and concise timelines and technical communications for senior managers

Left position due to staffing mix up within HCL. HCL hired too many Incident managers and I was last hire.

JPMorgan Chase/ Priority One Incident Manager, Feb 2014 – March 2015

Jefferson Ave. Whippany N.J.

Manage all priority one global high financial/reputational impacting technology issues.

Performed the function of workload coordinator, which consisted of initial triage of incidents. Assigning tickets to incident managers and follow up with ticket resolution and completion.

Liaison with the towers and LOBs (Lines of Business).

Consistently minimized MTTR (Mean Time to Repair) by engaging and escalating to resolvers in a timely manner.

Documented clear and concise timelines and technical communications sent to senior managers globally. Left due to Company relocated position.

Citibank N.A./ Critical Incident Manager, 2000 – Oct. 2012

1919 Park Ave. Weehawken N.J.

Preformed all functions of Incident manager to vast to list. Details upon request. Left due to job moving out of state.

Skills

Service Now

Microsoft Office OneNote, JES2

SharePoint, JCL

NetView, VTAM

Data Center Operations

ServiceNow

Remedy

InfoMan

Virtual Change

Virtual Tech

IR Resolve IT

Training

Multiple Business Tech classes

ITIL Foundation

Multiple Network Classes

OS 390, MVS

HTML, XML

Windows NT, XP 10, JCL and more

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