Senior Technical Support & Incident Management Leader

Alan W. Hupp

SKILLS

Proficient in Computer Hardware & Desktop Support Linux & Windows Operating Systems Expertise in Communication & Management Change Management & Documentation

Customer Support Operations Help Desk Tier 1/Tier 2 Support Jira & Ticketing Systems VMWare & XMatters Basic Networking & Troubleshooting Training & Team Collaboration PROFESSIONAL EXPERIENCE

In my role as a Support Analyst, I thrived as the go-to person for tackling critical and high-priority incidents within the tech landscape. Leading the weekend overnight team, I coordinated incident responses and moved issues toward resolution. I also managed the daily grind of resolving lower-priority incidents while drafting and communicating vital information concerning major enterprise incidents.

TD Ameritrade/Schwab, Omaha, NE Service Support Analyst II July 2018 – Nov 2025

● Spearhead escalation management for Truesite queues, ensuring service level situations are acknowledged promptly.

● Handle high and critical incidents, collaborating with support teams to update and resolve tickets efficiently.

● Oversee Change queues and implement changes in line with management expectations, while reviewing emergency changes as needed.

● Facilitate Bridge events, orchestrating restoration actions in alignment with Incident/Crisis management protocols.

● Partner with engineering and support teams to enhance processes, fostering continuous improvement and operational agreements.

● Respond to escalated issues via phone (Cisco Jabber) and business messaging channels (MS Teams), advocating for client-facing teams.

● Identify gaps in technical knowledge and operational procedures, publishing updated documentation in Confluence.

● Collaborate with Project Leads on process improvements that enhance ITO operations and minimize risks in compliance with security policies. Planet Group, Inc., Omaha, NE.

Senior Technical Operations Support Analyst

October 2012 –

November 2017

● Led a team of four while supporting five customers, implementing processes that reduced errors and boosted efficiency.

● Managed team time effectively to meet deadlines, assigning tasks and providing on-demand training for customer requests. Conducted interviews and training for new team members, ensuring adequate onboarding and support.

● Evaluated performance and developed improvement plans, motivating team members through positive reinforcement.

● Managed production batch cycle operations, ensuring time-critical processes were executed flawlessly.

● Logged and tracked Jira issues, resolving customer-submitted tickets through various communication channels.

● Collaborated closely with customers to optimize data center processes and assist with QA testing.

● Oversaw team schedules to maintain daily cycle coverage and maintained standard operating procedures.

SecureNet Payment Systems, Austin, TX

Technical Operations Support Analyst.

September 2009 –

October 2012

● Operated remotely, managing production batch cycles and ensuring timely completion of systems execution.

● Handled customer issues through various channels, providing feedback to developers on potential risks and corrective actions.

● Worked diligently to ensure data center processes performed optimally and supported QA/test processes.

EDUCATION

Associate of Occupational Studies, Computer Systems and Network Technology Vatterott College, Omaha, Nebraska, 2007

Achieved Dean’s Honor Roll

REFERENCES

● Alex Ojeda – VP of Settlement Services at First American Payment Services - 770-***-****

● Chris To - IT Specialist Manager - 402-***-****

● Aaron Graves – Director, Incident Management at Broadridge – 402-***-**** ADDITIONAL DATA

Alan W. Hupp

457 N Molley St., Bennington, NE 68007 402-***-**** ********@*****.***

Trustworthy Patient Honest Dependable Flexible Hard-working Team Player

Determined

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