Douglas J. Hanson

Middleburg Fl ***** 904-***-**** adyfva@r.postjobfree.com

MAJOR INCIDENT MANAGEMENT

Results-oriented Incident Management with a decade of technical experience and a proven track record in managing and resolving incidents. Skilled in communication, leadership, team building, and strategic thinking, seeking a challenging role to optimize IT operations and drive continuous improvement.

Core Competencies

Communication

Leadership

Team building and Development

Strategic Thinking

Quality Assurance and Testing

Server/Network Administration

Problem Resolution / Troubleshooting

Technical Proficiencies

Platforms:

Windows, Android

Tools:

Microsoft Office, MS Publisher, FrontPage. Norton/ McAfee / AVG/Symantec Antivirus. Internet Explorer and Netscape, WinZip, Micros Res3700, Micros e7

Hardware:

CPU, Mother Boards, Hard Drives, CD ROM, DVD Players, Video cards, Sound Cards, NIC, Workstations, Tablets, Printers, Digital Cameras / Imaging, Micros WS4, WS4LX, WS5, WS5a, 2015 PC-WS Eclipse, PC-WS 2010, Switches /Router

Ticketing Software:

ServiceNow, V-Tiger, Salesforce, Managed service engine, HelpMate

Networking:

LAN, TCP/IP, DHCP, Ethernet, Fast Ethernet, Gigabit Ethernet, Switches / Hubs, Router / Firewalls, Cabling, Diagnostic Tools; (i.e. Hirens, Toners)

Programming Languages:

AutoIT

Professional Experience

Deutsche Bank – Direct Hire

Operations Lead, AVP - June 2022 – Present

Review all live incidents or incidents to be reconvened during US hours. Confirm inc details are complete and easily understandable by a non-technical audience. Listen to live calls to confirm incident managers are driving calls to completion, coach in side chats, or in one2one sessions after the call as appropriate. Discuss with other lead members of the team, what learning opportunities are most frequently seen, and design lesson plans for groups or individuals as required.

Key Achievement:

Reduce team over all Quality check failures by 89% in 1 year.

Create internal trackers for key tasks required by multiple national regulators, preventing potential fines

Incident Manager, Associate - May 2020 to June 2022

Lead technical discussions with industry experts, engineers, and vendors in order to mitigate,

Establish time lines for technology operations, from internal and Vendor support teams.

Aptitude to assemble and clearly present technical information to non-technical people

Analyzing incident trends and recommending corrective actions, as necessary

United States Army Reserves

Combat Engineer, May 2021 to Present

Rapidly asses situations and determine the best and most efficient course of action

Communicate quickly and efficiently with multiple teams to coordinate operations

Assisted in set up, running and break down of training events

TekSystems - Contract

System Administrator, Jan 2019 to April 2020

Provided ongoing support for all vessel operations on approximately 200 vessels worldwide. Design, document and manage inventory for two coasts. Lead or assist as needed in upgrade projects including hardware and software across the fleet. Resolve system down issues remotely including Domain controller swaps. Assist architect with design process of future vessel network design.

Key Achievement:

Create custom software to detect and catalog vessel PC inventory without interrupting vessel’s day to day operations.

Located additional 17% (~$175,000) PCs not previously in inventory.

Robert Half Technologies - Contract

Sr. Desktop Support, Jun 2018 to Dec 2018

Manage the build out and site enhancement to accommodate approximately 900 users. Install switches, routers, organize cables, add power supplies to live switches, and perform system tests following upgrades. Analyze and assign trouble tickets escalated to other teams, and document outstanding tickets that violate SLAs. Determine the root case for unresolved trouble tickets and perform the necessary steps to identify a resolution, including escalated to third-party vendor if necessary. Maintain two-factor authentication keys, and detailed information regarding inventory.

Key Achievement:

Collaborated multiple teams across regions to coordinate and implement best practice for reduced troubleshooting times, while ensuring minimal disruption to daily operations

Radius Global Solutions – Direct Hire

Desktop Support 1, Oct 2017 to Jun 2018

Provided ongoing support for all call center operations including hardware and software break-fix, desktop customization, troubleshooting call center auto-dial functionality, and internal databases. Analyzed issues related to phone systems and collaborated with service providers to resolve outstanding issues to minimize impact on daily activities. Setup workstations for new users, and provided system upgrades and updates for outdated hardware and

software packages. Collaborated with call center managers to perform routine system updates to ensure minimal impact on production environment.

Key Achievement:

Discovered a process mismatch between sites, involving a specific website wasting $8,000 annually in paper. Submitted recommendations to management for an immediate resolution by purchasing software with a one-time licensing fee.

Veritude - Contract

Lead Support Technician, Apr 2017 to Oct 2017

Coordinated with Development teams to manage client communications and delivery of software fixes or enhancements, ensuring solutions met or exceeded clients’ needs, with minimal production impact. Troubleshot helpdesk tickets from users and Tier 1 support teams at local sites, and provided recommendations for self-service resolutions, or rendered remote support to properly resolve issues in a timely manner. Operated as liaison between IT and operations in executive staff meetings, providing status updates on IT operations and help desk functions, and reporting any outstanding issues requiring additional support. Controlled Cisco and HP VLAN configuration during client moves.

Key Achievement:

Managing a site expansion, increasing site users by 35% - approximately 300 users.

Contact this candidate