Incident & Problem Management Leader
Resume:
GARY R CHARLTON
Cave Creek, AZ / 480-***-**** / ******@*****.***
Seasoned strategic leader regarding building and maintaining Incident & Problem Management processes while reducing risk and eliminating repeat incidents
Authored Standards and Procedures Guides for both Incident and Problem Management using ITIL methodology at various companies
Service Delivery Leaser with ability to partner and collaborate with business executives, technology leaders, vendors, and all support organizations
JOB HISTORY
Cisco Systems – Sr. Manager, Problem Mgmt 4/24 – 7/26
-Built Problem Management Process company wide for Splunk/ Cisco. Revamped entire
process to ensure permanent resolution, accountability and establishing clear roles for all involved In the Incident & Problem process flow.
-Process implemented reduced RCA delivery from a monthly average of 45 days down to 10.
Lumen Tech. – Sr. Manager, Incident & Problem Mgmt 10/21 – 4/24
-Reduced monthly Major incidents by 30% by incorporating resiliency programs, repeat
incident metrics and placing high priority RCA on top cause code events.
-Partnered with Change organization to implement strict testing guidelines, enforced back-out policy guidelines, and established weekly CAB meeting leading to 20% reduction in Change caused incidents.
-Awarded Employee of the month for March of 2022 for Governance Board creation and establishment of internal SLA tracking and monthly metrics creation via dashboards.
Western Alliance Bank
Sr. Manager, Incident & Problem Mgmt 8/2020 – 10/2021
-Created Framework for Incident / Problem Process and Procedures.
-Established metrics reporting outlining Incident volume baseline & creating clear goals to reduce incidents (reduced Incidents by 30% after six months).
Live Nation – Director, Incident & Problem Mgmt 2/18 – 6/2020
-Created Major Incident Management team, process, and procedures.
-Reduced Mean Time to Recover by 40% after one year.
-Produced RCA Templates, Actions to Prevent Recurrence, Ownership Accountability
IBM – Service Delivery Leader 5/2002 – 11/2016
-Leader and Subject Matter Expert for IBM – Major Incident Management, Restoration, Root Cause Analysis, service delivery, and vendor management supporting American Express.
- Identified, prioritized and executed systemic trending of all incidents which affect either single or multiple American Express business units, resulting in global reduction in Business impact minutes by 11%.
- Executed detailed analytics leveraged by Senior IBM and American Express leaders for investment decisions leading to a cost savings of $12.5mil for American Express Customer Service business units.
EDUCATION
-Associated Degree - Business Administration Management
1997 – 2001 / Paradise Valley Community College
Activities and Societies
- IBM Leadership training, Armonk, New York
- Leadership/Mgmt training courses including Leadership Development, Negotiation Techniques, & Project Mgmt
- ITIL training – Incident, Change, & Problem Management
AWARDS
-Financial Award – American Express / IBM. Led and developed agreed upon revised contractual Service Level agreements between both companies.
-IBM Blue Points Award – Superior Category. Developed High Availability Executive Reporting mechanism for critical American Express lines of Business.
-Selected and rewarded as AXP Visionary employee as result of developing solution and reducing risk by creating and leading Critical Situation effort regarding Ameriprise Financial Business impact portfolios.
-Identified and awarded as critical resource employee during transition to IBM from American Express.
-Chairman’s Award for Quality –IBM / American Express. Led team of analysts, production and development support personnel in reducing processing time for US Batch Cycle by average of 90 minutes.
COMPETENCIES
ITIL
Artificial Intelligence
Service Now
JIRA
Root Cause Analysis (5 Why’s methodology)
Incident Management
Risk Management
Microsoft Suite of Products
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