Name: Ernst Desir

Location: Everett, MA

Phone Number: 857-***-****

Email Address: adg7qf@r.postjobfree.com

Availability for Interview: 24 - 48 Hours’ Notice

Availability for Start: 2 Weeks’ notice

Education:

MBA/Project Management - Endicott College - Beverly, MA.

Bachelor Sciences in IT/Data Analytics - Capella University.

Associate Degree in Computer Networking Operations - Gibbs College -Boston, MA.

Certifications:

PMP - Certified

ITIL V4 Foundation Service Delivery Management – Certified

Project Management Certificate - UMASS Boston

Cloud Computing – AWS Solution Architect

Languages Speaking:

Fluent in English, French, Spanish, and Haitian Creole

IT Incident Manager - IT Service Delivery Manager – Project Manager – Business Analyst

Over 15 years of strong subject matter expertise using data to help companies make better business decisions. Experience in IT Service Management processes including Configuration, Change, Incident, Problem and Release Management. Program/Project management, and leadership skills. Experience managing day to day financial institution incidents related to crucial Applications. Good knowledge and experience in monitoring systems.

ServiceNow:

Over 7 years of experience using ServiceNow ticketing system and have managed Incident, Problem, and Change Management through ServiceNow.

Professional Summary

IT experience with strong problem solving and analytical skills. Ability to leverage technology to improve and automate business tasks. Strong attention to details and can analyze information quickly. Knowledge of ServiceNow to deliver daily and weekly release reports, managing low to high priority incidents and major incidents with clear communication to CIOs or upper level management. Knowledge of using several ticketing systems E2E, Commit, Remedy, Clarity, ServiceNow. A huge customer service skill with the ability to speak four languages.

Professional Experience

Santander Bank, Dorchester, MA Oct 2018 – Present

IT Incident Manager

Manage all severity 1&2 incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific Business Unit, Owner(s) and engaging the appropriate resolver group.

Manage and track Incidents or Events to resolution

Provide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure.

Record incident’s timelines of the actions that have been taken to resolve the incident

Submit recommendations to the application and infrastructure teams in order to prevent future incidents and improve overall system stability.

Assist with Change Management and Problem Management as needed.

Assist in building and maintaining the configuration management database (CMDB) using ServiceNow (ITSM tool).

Provide metrics and participate in weekly post Incident Review Analysis meetings, detailing failings or concerns experienced during incident handling that will feed into continual service improvement plans, process and training.

Provide input into the Incident Management Process, further defining the process flow, documenting expectations and assist in training and guiding impacted parties to adhere to the process.

Ensure clear communication is provided to affected teams and senior leadership during Critical Incident or Events

Create Run Book for the entire Incident Management group.

Participate in a weekly on call rotations schedule.

Effectively communicates status of major incidents to CIO’s and appropriate stakeholders.

Commonwealth of Massachusetts, Chelsea, MA Jan 2011 - Oct 2018

Service Delivery Manager

Provide delivery management oversight for IT vendor support teams responsible for a wide array of IT Infrastructure technologies and functions.

Assist in the development and maintenance of business & technology relationships across designated business partnerships.

Measuring and tracking Vendor performance with a focus on delivering top quality services and technology to assist ISG with meeting our strategic objectives.

Collaborate with resources across designated capabilities (i.e. Project Management, Software Development, Quality Assurance, Business / Technical Analysis, Information Security, Solution Engineering, Database Engineering, etc.)

Responsible for the oversight of the technical components of the Managed Service relationship with associated application vendors.

Ensure vendor is meeting its contractual obligations through performance monitoring and management of service provider, including Service Level Agreements (SLA) and all Key Performance Indicators (KPI).

Oversight of vendor’s adherence to systems development lifecycle (SDLC) and process utilization, compliance, & enhancements.

Meet regularly with vendor partners to review performance results and assist in developing feedback and recommended course corrections.

Work with leadership to mitigate any risks identified with the Managed Service relationship and/or the associated applications.

Commonwealth of Massachusetts, Chelsea, MA Jan 2006 - Oct 2011 Project Manager

Ensure that the project team understand all aspect of the prime contract relating to their respective responsibilities, and demonstrate a thorough understanding of the prime contact checklist and organizational structure.

Created, prioritized, managed and documented assigned projects using the ProjectManager.com web application to standardize project tracking and documentation.

Recorded project details such as task progress, resources costs and allotted budgets to analyze performance, generate performance reports for key leaders and implement corrective measures, which improved performance of all projects.

Facilitated meetings with key leaders and collaborated with project teams to ensure timely decision-making and effective communication between project stakeholders at all levels.

Commonwealth of Massachusetts, Chelsea, MA Feb 2005 - Oct 2006

Business Analyst

Review, analyze and evaluate business systems and user needs. Document requirements, define scope and objectives and formulate systems to parallel overall business strategies.

Define project requirements by identifying project milestones, phases and elements; forming project team; establishing project budget.

Prepare technical reports by collecting, analyzing and summarizing information and trends

Conduct and coordinate financial, product, market, operational and related research to support strategic and business planning within the various departments and programs of the client group.

Perform daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports.

Suggest changes to senior management using analytics to support your recommendations. Actively participate in the implementation of approved changes.

Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement.

Technical Skills: Microsoft Office Suite ProjectManager.com Data Analysis

Additional Skills: Leadership Communication Time Management

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