Recovery Manager Incident

Arthur W. Horton

**** ***** ***** ********** *****, NY 12590

845-***-**** ***********@*****.***

Major Incident / Recovery Manager

Highly skilled Major Incident/Recovery Manager with expertise providing oversight and service restoration to business and external customers. Acknowledged expert supporting worldwide IBM internal and commercial accounts. Take overall ownership of major incident until resolution. Establish technical & business war rooms as required. Act as escalation point to expedite incident resolution. Ensure timely incident resolution. Trained leader able to recruit, hire, train and motivate teams to meet – or exceed – corporate goals. In-depth expertise capturing major incident details and updating all necessary documents and databases. Collaborate with internal and external stakeholders, participate in post incident meetings, and drive technical team to define root cause. Give daily call report to IT Managers and Executives. Excellent oral and written communication skills, work well independently and as team member, in diverse environments and under pressure. Outstanding prioritization, successfully handle multiple projects simultaneously.

Strategic/Analytical Thinker

Change Control

Midrange/Mainframe Servers in Client Server Environment

Customer Relations

Microsoft Office Suite

Operations Management

Malware

Operating Systems

Hardware

Application

Vendor Coordinator

Backup/Recovery

Failed Change Recovery

Password/ID Administration

Process Adherence

HR Support

Problem Management

Professional Experience

CDI, Poughkeepsie, NY 2011 – Present

Major Incident Manager / Recovery Manager

Duty Manager on IBM account supporting worldwide IBM internal and commercial accounts.

Seasoned Incident Manager with complete understanding of production environment.

Train new employees; take on special projects critical to IBM’s business.

Maintain Duty Manager coverage schedule ensuring 24 x 7 coverage of the National Duty Manager functions.

Maintain wireless network in Duty Manager command center.

Act as interface with new accounts including documentation of processes, testing, and moving to production.

Utilize best practices to achieve stability in IT platforms while being responsive to customer needs.

Mitigate and resolve outages using established problem resolution problem identification practices.

Foster continual service improvement for problem resolution and change management to meet end user’s expectations and provide greatest value to business.

Utilize Major Incident Management practices for Problem Management/Incident Management.

Recruited and assembled technical teams across multiple platforms (MVS, Windows, Unix, application and network).

Established team and role clarity to provide direction, led technical support to identify solutions for service restoration by facilitating conference calls, prioritizing actions, and providing leadership for work direction.

Prioritize customer needs while maintaining SLA parameters for mission critical applications utilizing ITIL disciplines and practices.

Restore business system outages utilizing ICS (Incident Control Systems) principals, execute post incident analysis preventing future reoccurrence.

Meet with System Administrators (SA’s) for AIX, Windows, VMS, and MVS platforms to coordinate and implement changes and streamline installation of changes during planned outages.

Review scripts and pre-arranged documentation to ensure successful change installation instructions are delivered to meet contractual objectives and desired outcomes.

Meet with SA’s separately to review planned implementation steps to confirm desired outcomes will be met.

Lead service delivery teams to migrate customer’s mainframe to IBM hosting environments.

Scheduled, coordinated, and organized series of meetings of highly skilled technicians and managers to define requirements, acquire resources, establish timelines, and execute a series of mission critical tasks to transition customer computer systems.

Project plans resulted in successful transitions of customer’s production data center into IBM’s outsourcing hosts, spanning multiple support towers and technicians which remain in place today.

Lead cross culture teams for issue investigation to derive a basis from outages and provide resolution recommendations back to development and production support teams in order to prevent future occurrences.

Maintain SLA attainment of 99% or higher by establishing awareness of day-to-day service interruptions and communicate status to team members.

BEST BUY 2002 – 2011

Operations Manager, 2007 - 2011

Direct supervision, coaching, training, development, and performance management of 50-100 employees.

Develop staff talent, build culture in which employees deliver results.

Focus on storewide controllable expenses.

Ensure customers are receiving excellent service.

Media Supervisor, 2006

Direct and coordinate daily operations of home delivery department.

Flexed into warehouse operations leadership role on an ongoing basis.

Provided leadership and development to hourly staff.

Best Buy Product Process Supervisor 2005

Direct and coordinate daily operations of home delivery department.

Manage schedules and performance reviews for up to 20 team members.

Provided leadership and development to hourly staff.

Awarded Best of the Best Award 2005, top sales in District.

Best Buy Administrative Senior, 2003-2004

Responsible for cash office, daily reports and filing, as well as leader of front-end operations; customer service and cashiers.

Direct supervision of 10-15 customer service employees, responsible for their business results including sales and customer satisfaction.

Customer Service Rep II, 2002-2003

Provided superior customer service when assisting customers at point of sale/checkout area.

Processed outgoing merchandise completing credit and cash transactions.

Maintained department by ensuring clean work area and properly participating in opening and closing procedures.

Supported store operations by maintaining loss prevention awareness, assisted with store office activities and helped prepare for and conduct physical inventory.

Additional Professional Experience includes IBM

Education & Credentials

42 Credit Hours, Computer Science, Champlain College, Burlington, VT

Graduate, IBM Programmer Training

IBM Management Training

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