Customer Service Services Consultant
Resume:
Ananiah (Willie) Clark
CONTACT
Charlotte, NC 28273
************@*******.***
EDUCATION
BA, UNC at Charlotte
“Magna Cum Laude”
REVANTANT SKILLS
Strategic Planning
Problem Solving
Process Improvement
Attention to Detail
Implementation
Reporting and Metrics
AREAS OF
EXPERTISE
Change Management
Incident Management
Problem Management
Asset Management
Service Now
Compliance and Risk
TECHNICAL
SKILLS
Service Now Admin
Service Now CMDB
ITIL
Agile
Outlook
Excel
PowerPoint
Word
MS Teams
OTHER SKILLS
U.S. Army (Information Systems)
SUMMARY
A detail oriented, analytical, dedicated, and self-motivated professional with 12 years of Information Technology Business Services related experience within an IT business operations environment. An effective communicator with the ability to delegate clearly, produce results and meet deadlines. A critical thinker with a track record of process improvement, documentation and customer service. Enhanced ability to identify risks and finding ways to mitigate those risks all while producing quality results. A team leader with proven problem-solving skills, and the ability to work cohesively with multiple teams.
PROFESSIONAL EXPERIENCE
WF Wealth & Investment Management Technology April 13, 2015 – May 5, 2023
Senior Technology Business Services Consultant
•Collaborated with key stakeholders for technology incident and problem management which includes governance, documentation, monitoring, reporting and compliance designed to improve technology utilization and streamline workflow processes.
•Managed technology incident and problem records, including identification, assessment, prioritization, escalation, and resolution.
•Identified, assessed, and mitigated technology risks to ensure the security, reliability, and availability of technology systems and services.
•Worked with enterprise change, incident, and problem teams to design and influence policies, procedures, controls, tools and reporting.
•Provided high priority support to application teams to troubleshoot and resolve issues with incident and problem records.
•Coordinated the incident and problem response process, including conducting root cause analysis, identifying remediation actions, and implemented preventive measures to minimize the likelihood of similar incidents.
•Continuously reviewed incident management processes to identify opportunities for improvement and implement changes accordingly.
•Communicated incident status updates to relevant stakeholders, including application teams, business units, and senior management.
•Developed and delivered incident management training to application teams and other stakeholders.
INT Technologies, Inc. (WF Advisors BT) August 2011 – March 2015
Incident and Problem Manager
•Worked with enterprise change, incident, and problem teams to design and influence policies, procedures, controls, tools and reporting.
•Managed all communication with application teams for various change, incident and problem activities.
•Provided hands-on technical expertise for the implementation of the incident and problem management process including identification, assessment, prioritization, escalation, and resolution.
• Communicated incident status updates to relevant stakeholders, including application teams, business units, and senior management.
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