Incident, Problem and Change Management
Resume:
JOY AN G. KOFF
**** ****** ****** #**** *** Francisco, CA 94122
adzq7n@r.postjobfree.com
SUMMARY:
Solution-oriented professional with over 13 years of experience in IT Service Management - focusing on Incident, Problem and Change Management supporting hundreds of thousands of internal users and clients globally. Proficient at leading multidisciplinary teams working towards a common a goal. QUALIFICATIONS HIGHLIGHTS:
• Extensive experience in IT Service Management
• ITIL V3 certified
• Strong attention to detail, critical thinker, effective communicator, ability to work independently and ability to work under pressure
• Broad knowledge of Incident, Problem, Change and Disaster recovery, User account management, End user support, VPN, Antivirus, Backups and Patch management
• Hands on experience with various IT systems such as, but not limited to; ServiceNow, Remedy, BMC, Windows servers (Cloud, On premise), Microsoft Exchange Console, SEP Console, Active Directory, Kaseya remote management software, Backup management systems (ie. Commvault, Veeam, SnapProtect, Backup Exec)
• Outstanding reporting and presentation skills regularly meeting with IT leadership to present and discuss MIM KPI reports
• Demonstrated strong work ethic and high standard professionalism
• Versatile professional who always strives for continuous learning, improvement and growth WORK EXPERIENCE
Senior Major Incident Manager
Kyndryl (formerly IBM), Remote
Sep 2021 - Jan 2023
•Orchestrated the major incident recovery process for P1/P2/P3 incidents to expedite service recovery
•Convened and chaired the P1/P2/P3 major outage bridge calls, maintaining a sense of urgency
•Collaborated with cross-functional teams and with vendors globally. Identified appropriate remediation actions, agreed upon timelines, and held responsible teams accountable for meeting established targets
•Responsible for sending communications to IT leadership and stakeholders about the scope, status and progress of incident restorations efforts within defined SLA time
•Played a key role in post-incident review and Problem investigation meetings by ensuring timelines of events during major outage bridge calls were recorded and all significant details were captured in the incident ticket and/or problem ticket
•Executed emergency change processes and facilitated e-change implementation to restore or prevent major incidents
•Demonstrated leadership in Global Outage Management team by challenging current processes and developed new processes that saved time and increased work productivity
•Trained new Incident Managers and successfully deployed them to operation sooner than regular training period
•Hand-picked to solely generate and present our Global Outage Management team's KPI reports to IT leadership on a regular basis, which helped identified gaps and areas for improvement Senior Major Incident Manager
IBM, Hybrid
Mar 2016 - Aug 2021
•Orchestrated the major incident recovery process for P1/P2/P3 incidents to expedite service recovery
•Convened and chaired the P1/P2/P3 major outage bridge calls, maintaining a sense of urgency
•Collaborated with cross-functional teams and with vendors globally. Identified appropriate remediation actions, agreed upon timelines, and held responsible teams accountable for meeting established targets
•Responsible for sending communications to IT leadership and stakeholders about the scope, status and progress of incident restorations efforts within defined SLA time
•Played a key role in post-incident review and Problem investigation meetings by ensuring timelines of events during major outage bridge calls were recorded and all significant details were captured in the incident ticket and/or problem ticket
•Executed emergency change processes and facilitated e-change implementation to restore or prevent major incidents
•Demonstrated leadership in Global Outage Management team by challenging current processes and developed new processes that saved time and increased work productivity
•Trained new Incident Managers and successfully deployed them to operation sooner than regular training period
•Hand-picked to solely generate and present our Global Outage Management team's KPI reports to IT leadership on a regular basis, which helped identified gaps and areas for improvement IT Operations and Maintenance Support
HarbourI.T. Asia, Philippines
Jun 2013 - Mar 2016
Provided 24/7 monitoring and tier 1 & 2 backend support for Cloud, On Prem and network infrastructures
Performed server patching and antivirus management on a regular basis Major Incident Manager
Sitel, Philippines
Dec 2011 - Jun 2013
•Assembled and drove major incident conference bridge calls to restore P1/P2 incidents within SLA
•Ensured relevant resources were engaged in investigation/troubleshooting
•Maintained communication with IT leadership and stakeholders within defined SLA
•Captured timelines of events from major incident bridge call and secured in the incident ticket
•Created After Incident Report and Reason For Outage reports for every incident and sent to IT leadership and stakeholders for Problem investigation
•Facilitated emergency and regular Change activities Global I.T. Service Desk Analyst
Sitel, Philippines
May 2010 - Dec 2011
•Provided Tier 1 support for hardware and software services via telephone and e-mail
•Escalated or routed requests to appropriate support groups through an automated ticketing system
•Created, managed and deactivated user accounts in Active Directory Customer Service Representative, Subject Matter Expert Sitel, Philippines
Nov 2007 - May 2010
•Handled escalation calls about customers' billing concerns
•Prepared and discussed the team's KPI reports on a regular basis with the team and operations managers
EDUCATION
Bachelor of Arts & Sciences in Legal Management
University of the East-Manila
Metro Manila, Philippines
Jun 2003 - Mar 2007
REFERENCES
Michelle Lay
Kyndryl/IBM
Global Outage Management Lead
+65-9060-6028
adzq7n@r.postjobfree.com
Jihan Catan
Kyndryl/IBM
Global Outage Management Shift Lead
adzq7n@r.postjobfree.com
Desmond Tan
Kyndryl/IBM
Global Outage Management Shift Lead
adzq7n@r.postjobfree.com
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