Incident Manager Management

JOHN W. CROWDER

Phone: (h) 770-***-**** (c) 404-***-****

Email: adynnl@r.postjobfree.com

https://www.linkedin.com/in/john-crowder-33b2682/

Areas of Expertise

Incident Management

Operations Management

Strategic Planning/Analysis

Strong Leadership Skills

Process Improvement

Business Management

Risk Management

Change Management

Client Relationship

Incident Resolution

Communication Skills

Computer Skills/Certifications

ITIL Foundation ITIL V3 Certification

Microsoft Office Suite

UNIX/AIX

Netcool (Micromuse)

Cloud-Based Services

ServiceNow

AS400

Dreamweaver 4.0

WebSphere (WAS)

Tandem

IBM

Crowdstrike

HP Service Center

Checkpoint

Juniper

Cisco

F5

IBM/Resilient Confluence

Professional Experience

Mosaic (Through TekSystems, Inc.), Atlanta, GA 2022 - Present

Incident Manager Systems Analyst

Communicate the existence of service concerns to senior management and impacted stakeholders, as necessary

Quickly assess the severity of service concerns and the associated impact to the enterprise

Facilitate major incident bridge calls to ensure appropriate groups restore service in a timely manner

Complete timely and accurate incident & outage records, including timeline of events and other required facts

Assist in gathering data for and participate in post incident reviews

Remain current with planned changes and the change process

HCL Technologies (Through AIT), Atlanta, GA 2021 - 2022

Incident Manager

Responsible for the execution of the Major Incident Management (MIM) process supporting the enterprise, including all lines of business and all areas of technology; communicates with business and IT resources during system incident and crisis situations to provide status updates and determine business impact

Led MIM recovery efforts and participate in IT recovery efforts, reporting and following up on incident root cause

Identified and led process improvement initiatives for MIM, system availability, and other processes

Prepared for and participated in regular business updates pertaining to system performance, upcoming changes, and other updates relevant to the business

Provided on call support to ensure potentially high impacting incidents are escalated appropriately

Truist (Formerly SunTrust), Atlanta, GA 2019 – 2021

Incident Manager

Cyber incident management, including dissemination of information regarding cyber threats and suspicious activity; function as communication hub for all cyber incidents within the organization

Managed team inbox, including company-wide incoming work requests from internal employees

Utilized problem-solving skills to create and document technical processes

Generated periodic and ad hoc reports as well as analytics to measure performance metrics

Communicated to senior and executive-level leadership on a broad range of topics, effectively translating jargon to executive language

Global Payments, Sandy Springs, GA 2018 - 2019

NOC Analyst II

Utilized written and verbal communication skills to convey status updates and resolutions of in-depth technical issues to a wide range of audiences

Worked and escalated network and application trouble tickets when required, using a wide range of tools to detect, diagnose and troubleshoot issues as well as oversee security, switching and routing hardware

Monitored network uptime and availability, analyzed network capacity and throughput

Skilled with firewall configurations and the associated protocols

Responsible for monitoring all aspects of Global Payments’ network infrastructure

Interfaced with multiple internal cross-functional teams as well as telecom vendors for circuit support

AMTRAK (Through Dysis Consulting), Sandy Springs, Ga 2016 - 2018

ITIL Incident Manager

Initiated communication of known issues or trends with the Service Desk, Infrastructure and other functions as needed; partnered with Service Desk manager to review daily queue statistics to proactively identify potential chronic issues

Executed Major Incident Management (MIM), leading major incidents throughout lifecycle per the major incident process; provided regular updates and weekly reporting of major incidents

Strived for continuous improvement of overall major incident process and communication, including tracking and archiving all post-incident reports and incident and problem trend analysis

Administered the MIM process and ensured adherence to process and escalation requirements within various support and delivery areas, assisting teams in establishing SLAs and KPIs

Coordinated triage activities, leading support, development and engineering teams to a rapid restoration of service during Major Incident events, escalating to leadership when appropriate and communicating to IT leadership

Performed regular review of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across IT functions

Created, managed, and maintained knowledge management articles, communicating new knowledge base articles

Provided guidance and training on ITSM best practices for Problem Management and effective tool usage

HEWLETT-PACKARD, Alpharetta, Ga 2014 – 2015

Critical Event Manager

Liaised with customer, case owner and account team during critical events, resulting in a 99.8% success rate

Utilized resources for troubleshooting and diagnosed problems which ensured effective resolution

Implemented action plans to minimize customer impact, saving customers $1.2 million

Performed post incident reviews to determine root causes and reduce the impact of future incidents

GMCSC Remote Support Account Advocate 2013 – 2014

Identified and minimized risk, coordinated resources for timely problem resolution also delivered mission critical account support by addressing remote support needs

Established a high level of customer satisfaction and loyalty resulting in a 99.3% customer retention rate

Safeguarded policies and practices, provided technical resources to customers and HP support team

THE HOME DEPOT, Atlanta, Ga 2000 – 2013

Associate System Specialist

Used HP Service tickets and other reporting tools to troubleshoot, escalate, and resolve major incidents based on stated service agreement while communicating incident status to upper management and support teams

Monitored and analyzed daily operations for all associates at the Store Support Center, Distribution Centers, and divisional offices in Canada and the United States

Executed investigation, identification and resolution of software, hardware, and user – related problems which result 99.7% customer satisfaction also worked with other technical areas for mainframe problem resolution

Implemented a process flow for new hire orientation and introduction which improved productivity by 100%

Successfully performed weekly system maintenance to ensure data integrity and supported with upgrades, security, disaster recovery, and efficient operations for monthly metric

Education

Bachelor of Arts in Political Science, Morehouse College, Atlanta, GA 1992

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