Incident and Problem Management

Thomas M. Macey

Warrenton, Virginia, ***** 540-***-**** *******@****.***

TECHNICAL MANAGER with experience in Incident and Problem Management, ITIL Fundamentals and System Deployment. Solution oriented troubleshooter with an emphasis on Customer Satisfaction. TS Clearance granted in September 2012. Bachelor of Science degree in Electrical Engineering – Penn State University.

Highest Security Clearance: Top Secret, September 2014 0 July 2016

Current Security Clearance: CBP Background Investigation

Certificates: Agile, ITIL

Experience

Dispatch Manager

SAIC

August 2019 – Present

Monitor the ServiceNow Dispatch Queue

Assign Tasks to Vendors and SAIC RDMs

Coordinate the arrival of repair technicians on site.

oInform the RDMs and Vendors when issue are resolved prior to their arrival.

Submit ServiceNow parts shipping requests

oConsult with Logisitcs and Engineering to resolve unique parts issues

Assign issue priorities.

Coordinate FTO support

Provide Daily reports of new and backlogged issues

Lead the thrice weekly meeting with the repair vendor

Attend Incident status review meetings

Expedite the arrival of repair technicians for critical issues

Incident Problem Resolution Analyst

Ventech Solutions

August 2017 – Present

Incident and Problem Analyst

Create Root Cause Analysis Reports for Major Incidents, that resulted in Business or Operational impact, to reduce the adverse impact of incidents and problems caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.

Established relationships with the Application Development Organization (ADO) and Infrastructure teams on Root Cause Analysis for incidents

Determined Permanent Solutions

Created Problem Records in ServiceNow

Determined Preventive Measures

Collected Requirements

Improve the Quality of service

Reduce the volume of incidents

Lead the Combined Operations/Engineering Daily Scrum

Review Active, Critical and High, Incidents and Service Requests with the stakeholders to ensure collaboration among the teams and resolve roadblocks

Report on Active Incidents to Centers for Medicare & Medicaid Services (CMS) and the ADOs

Follow-up on Incident and Requests to ensure tasks are updated

Prepare Daily Meeting Minutes

Incorporate Agile Methods and Lean Principles in department procedures

Support Change Management and Configuration Management as needed

System Analyst IV

Fannie Mae

August 2014 – January 2017

Incident and Problem Manager.

Created After Action Reports for any Incident that resulted in Financial, Reputational, Business or Operational impact to reduce the adverse impact of incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.

Established relationships with application and infrastructure teams on Root Cause Analysis for incidents

Determined permanent solutions

Collected Requirements

Improve the Quality of service

Reduce the volume of incidents

Lead technical follow-up calls for incidents.

Scheduled Stakeholder Reviews

Collected Action Items and schedules

Presented After Action reports to Management

Reviewed and Tracked Problems in ServiceNow and Remedy.

Reported status of Action Items

Maintained Excel spreadsheets of all Incident/ Problem Tickets and Action Items

Created reports

Created Excel charts of open and closed actions.

Maintained Root Cause Documentation in Sharepoint.

Created tasks in ServiceNow problem tickets

Provided support to Audit teams

Consultant

CGI Federal

June 2012 – August 2014

Tier II System Support and AIX System Administration at The Justice Management Division - Department of Justice.

Supported the Justice Department Unified Financial Management System

oSupported the DEA and ATFE on site

Monitored and ran Batch jobs using Tivoli Work Scheduler (TWS)

oCreated TWS Jobs and Streams

Monitored and Maintained UNIX System performance

oUsed TOP and other commands to monitor

Disk Utilization, Memory Utilization, CPU Usage, Virtual Memory and Network Status

oResponded to email alerts from the system

Provided System Administration Support for Hardware upgrades and Testing

oShutdown/Startup of applications

oServer reboots

Created and Ran SQL Scripts

Rotated 24/7 Tier II support for all maintenance and installation activities

Tier II Help Desk Lead

CGI Federal

September 2009 – February 2012

Tier II Help Desk Support for US Federal Courts.

On-Site Tier I and II Support of the US Courts Momentum application

Resolved Database and Application problems.

Provided weekly reports detailing Trouble Ticket Activity, cases opened, closed and outstanding.

oCreated and resolved Incident tickets in HEAT and Remedy

Participated in Disaster Recover and Continuity of Operations Planning

Created and Ran SQL Scripts

oCorrected Accounting mistakes

oResolved password issues

Resolved User issues

Technical Support Manager

Blackboard Inc.

September 2005 – February 2009

Tier II Help Desk Support for the Blackboard Learning Management Software suite.

Permanent Tier II point-of-contact, within Blackboard ASP Services for Managed Hosting clients.

Escalated trouble tickets from Tier I to Tier II to resolve customer problems within the scope of our Service Level Agreements

Directly Supported the hosted Blackboard application by resolving Hardware, Database and Application problems.

Conducted systems audit and analysis, on the performance of the client's ASP environment that exposed problems with the Database and System

Scheduled project and status update meetings with clients to keep them informed of the status of their trouble tickets and upgrades

Provided timely and detailed reports of service outages to Application Administrators and Chief Technology Officers to explain the causes of an outage and the steps taken to ensure that the problem would not recur

Senior Shift Supervisor

NTT/Verio

February 2004 – February 2005

Led and motivated Tier I and Tier II Unix and Windows Administrators that provided hardware and OS support for Managed Hosting and Co-Location customers on

a 24X7X365 Web Hosting Help Desk

Monitored daily, weekly, and monthly performance metrics to ensure that Service Level standards were maintained.

Authorized solutions to customer issues beyond the scope and authority of shift employees to expedite the resolution of customer problems.

Conducted Quality Control checks to ensure that the Support staff consistently met quality goals.

Manager Tier III Systems Support

Genuity Corporations

February 2001 November 2001

Provided 24x7X365 Tier III Operations Support for Managed Web Hosting and Co-Location

Customers that provided 99% Web Site availability.

Formulated project schedules and reports.

Coordinated Tier III efforts with other support

groups in order to minimize impact to customers during System Upgrades

Expedited Solutions and Maintained Service Level Agreements that ensured 99% system

availability and a four (4) hour time to resolve problems.

Operations Manager

The American Red Cross

September 1998 – February 2001

Reduced costs associated with System Backups by changing suppliers and frequency of

purchasing backup media.

Increased System Availability from 75% to 99.9% by replacing faulty hardware and maintaining the release level of the Operating System

Provided Production support in a 24x7x365 Enterprise Environment for 38 regional offices that maintained 99.9% System Availability

Wrote and implemented Standard Operating Procedures for Disaster Recovery in compliance

with FDA regulations.

Created and Maintained SLAs that ensured system availability and problem resolution time.

Managed capacity requirements of the EMC SAN and periodic backups

Worked with the Facilities Manager to determine Power and HVAC requirements

Directed the deployment of new, and removal of old, computer assets.

Performed yearly employee performance reviews and created annual department budgets

Deployment Manager

Boeing Information Services

September 1996 – September 1998

Created schedules and budgets for the design and installation of the Defense Messaging

System (DMS) for the Department of Defense.

Collected Requirements from RFPs to create Project Schedules.

Reviewed Survey Reports to ensure concurrence with contract specifications

Conducted site surveys and created survey reports for the installation of DMS at DOD sites.

Performed Customer Briefings at DOD sites to explain the Installation Process

Performed Interviews, at monthly Job Fairs, and quarterly performance reviews for a staff of 30

Deployment Manager

Aviation Technology Systems

June 1994 – September 1996

Conducted site surveys and created survey reports for the installation of AIX based Systems at FAA ARTCC sites in Alaska, California, New York and the Atlantinc City Tech Center.

Reviewed Survey Reports to ensure concurrence with contract specifications

Assembled and packed systems for shipping.

Created installation schedules and supervised system installation at the FAA Sites

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