Incident Management Problem

Florence I. Campbell

*** ********** ***** ********, ***** 75032 214-***-****

******************@*****.*** www.linkedin.com/in/florencecampbell/

Summary

A goal-driven IT service management and Customer centric professional, with requisite skills in major incident management, problem management, root cause analysis, and situation desk support. Proven expertise at diagnosing, troubleshooting, monitoring, scheduling, prioritizing, and resolving critical issues. Skilled at documenting system processes and procedures, defining scope and objectives, as well as supporting batch processing and scheduling for midrange distributed systems. Excellent verbal and written communication skills as well as proven experience in client relations.

Professional Experience

Peraton /Federal Reserve Bank

Major Incident Manager (Contract) 8/2023 – 4/2024

Utilized IT Infrastructure Library (ITIL) service management practices to deliver value to the Federal Reserve Bank. Leveraged Remedy and ServiceNow (SNOW) application to create, monitor, identify, prioritize, escalate, and resolve all incident management issues in timely manner, meeting Company’s SLAs. Implemented industry best practices in incident management.

Monitored and responded to events that led to a high priority incident

Analyzed service and business impacts, documented and leveraged technology to issue communication and provided updates for stakeholders

Initiated and managed Bridge calls and facilitated troubleshooting and engaging technical and vendor support as needed to expedite resolution

Maintained accountability for resolution of outages through workaround or permanent fix.

Maintained and developed tools and resources to manage major incidents effectively

Investigated and analyzed complex problems and incident records to determine trends and root causes

Avangrid Energy

Orange, CT 8/2022 - 6/2023

Incident management & Process Analyst (Contract)

Developed Incident/Problem Management processes to document roles and responsibilities and levels of engagement

Collaborated with local/global peers in IT to ensure that a unified incident management process is followed

Took ownership of major incidents, coordinated resources, notified relevant parties, communicated to IT and the business, and orchestrated all related major incident activities until resolution and closure

Documented major incident resolution and closure and handed-off to Service & Problem Management

Monitored incident trends for Tier 1 applications and partnered with Service & Problem Management to eliminate repeating events/incidents

Collaborated with local/global peers in IT to ensure that all processes are identified, documented and updated

Developed Process Implementation Plans that included list of activities and relevant dates/deadlines

Prepare reports on problem trends, root causes, and resolution efforts

Retain correct and complete documentation of problem and incident management activities

Updated incident and problem management processes/procedures with proper data derived from root cause analysis, including business impact, application affected, and pertinent details regarding incident resolution

NTTDATA

Plano, Texas

Command Center /Senior Customer Service Associate 3/2017 – 7/2022

Utilized IT Infrastructure Library (ITIL) service management practices to deliver value to business units and external clients. Leveraged ServiceNow (SNOW) application to create, monitor, identify, prioritize, escalate, and resolve all incident management issues in a timely manner, with an intent to meet Company’s SLAs. Implemented best practices in incident and problem management process areas, using ITIL framework for ITSM.

Received calls from the Service Desk, External and Internal Clients for all major Incidents.

Assessed and determined the severity of the incident - (A Severity 1 or Severity 2 takes precedence over all incident tickets received)

Initiated and monitored Bridge calls, drive communication and teams to ensure uptime of infrastructure within Service Levels

Updated incident processes/procedures with proper data derived from root cause analysis, including business impact, application affected, and pertinent details regarding incident resolution

Served as department liaison confirming compliance with service-level agreements (SLAs) and operating-level agreements (OLAs), as well as sustained high-level customer satisfaction and expedient resolution of conflicts

Attended weekly change advisory board (CAB) meetings

RENT-A-CENTER Plano, Texas

Incident Management Analyst 4/2016 – 3/2017

Utilized IT Infrastructure Library (ITIL) service management practices to deliver value to business units and external clients. Leveraged ServiceNow (SNOW) application to create, monitor, identify, prioritize, escalate, and resolve all incident management, change, and problem tickets efficiently. Implemented best practices in incident and problem management process areas, using ITIL framework for ITSM. Initiated bridge calls, driving communication and teams to ensure uptime of infrastructure within service levels.

Updated incident and problem management processes/procedures with proper data derived from root cause analysis, including business impact, application affected, and pertinent details regarding incident resolution

Initiated and monitor Bridge calls, drive communication and teams to ensure uptime of infrastructure within Service Levels

recommendations/approvals by assessing risks and impacts

Organized and facilitated team training and mentoring to internal/external clients, ensuring appropriate awareness and conformity to ITSM processes as well as providing up-to-date industry-wide best practices

Verified service support requirements were understood and managed effectively

Ensured effective communication (corporate/executive) and coordination of all incidents, problem, and change requests between support groups, team members, solution center, RAC stores, and customers

Served as department liaison confirming compliance with service-level agreements (SLAs) and operating-level agreements (OLAs), as well as sustained high-level customer satisfaction and expedient resolution of conflicts

Performed periodic Ticket Health Checks for accuracy, measuring service quality and auditing purposes.

STAFFING AGENCIES (TEK SYSTEMS)

Irving, Texas

Service Management Advisor (Contractor) 11/2015 – 2/2016

In this role, worked with internal/external clients to analyze, resolve, and lead root cause analysis of all mission-critical IT and telecom service interruptions. Protected business system availability through integrated incident, problem, and change management, including actions to engage, as well as direct technical support groups and SWAT teams to mitigate/resolve outage events. Proactively monitored change activity impacting business, including failed changes, back-outs, and exceptions.

DELL SERVICES (formerly Perot Systems) Plano, Texas

Systems Integration Advisor 7/2009 -11/2015

Managed multiple client accounts, providing continued service improvement and company best practices. Worked with senior-level management, subject matter experts (SMEs), service desk support managers, and project managers. Demonstrated excellent understanding in change, incident, request, and problem management. Attended CAB meetings initiated by senior-level management as well as provided suggestions, recommendations, and approvals for changes by assessing risks and impacts of changes.

Periodically reviewed and updated documentation for change, problem, and incident management to ensure accuracy

Researched, compiled, and analyzed requirements for conversion into user-requirement specifications for designers and developers

Facilitated project initiation workshops

Worked closely with service desk and respective teams in monitoring, identifying, prioritizing, escalating, and resolving all change, incident, and problem tickets efficiently

Organized and facilitated team training and mentoring to internal/external clients to ensure appropriate awareness and conformity to ITSM processes, providing up-to-date industry-wide best practices

Updated incident and problem management processes/procedures with data derived from root cause analysis, including business impact, application affected, and pertinent details regarding incident resolution

PEROT SYSTEMS

Plano, Texas

Manager, Data Center Operations, Scheduling Team 6/2004 – 7/2009

Managed multiple midrange/mainframe platforms, providing continued service improvement and company best practices. Worked with senior management and SMEs, organized/conducted weekly staff meetings, and completed quarterly/annual performance evaluations. Created forum for knowledge and information sharing to ensure consistency. Provided team leadership and facilitated career enhancement through company-sponsored training.

Instrumental in problem resolution and enhancing best practices in customer service

Provided support on multiple client accounts (healthcare, education, commercial institutions, and business solutions), utilizing UNIX-based scheduling applications and company leveraged applications as well as providing continuous service improvement

Organized and facilitated team training with external vendors to provide up-to-date industry-wide best practices

Researched, reviewed, analyzed, and updated verbiage, as well as completed sequential coalitions needed to transition all documentation (processes/procedures) from Perot data management system to Dell document repository, resulting in successful completion of SharePoint integration

Achieved client retention by researching, reviewing, and implementing root cause analysis scheme to efficiently interpret client SLAs and provide effective service deliverables

Traveled to prospective client sites for new business and client transitions

Performed due diligence and knowledge transfers

PEROT SYSTEMS

Plano, Texas

Data Center Operator/Production Control Scheduler 2/1996 – 6/2004

Utilized UNIX-based scheduling applications to provide production support to financial, healthcare, business solutions, and commercial institutions. Identified, isolated, and resolved scheduling problems for existing clients. Served as interface between application teams and data center personnel.

Provided complete documentation and explanation for each job to ensure accurate execution as well as participated in disaster recovery activities (DRA) drills

Instrumental in executing due diligence, training, knowledge, and skills transfers for prospective clients, as well as transitioned tasks for new and prospective businesses

Education

Amberton University, Garland, Texas

BSc. Human Relations and Business, 2005

Certifications & Security Clearance

ITIL v3 Foundation Certification, 2010

Toastmasters Competent Leadership, 2008

Toastmasters Competent Communication, 2007

Technical Skills

ServiceNow BMC Remedy (Version 8.1) Microsoft Office Suite SharePoint

UNIX-Based Scheduling Packages, VSphere, RFCode, MACD, DSView, x Matters

EVERBRIDGE.

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