Incident & Problem Management Leader

Matthew Cummins

Incident & Problem Management

*******.*******@*****.*** • 972-***-****

linkedin.com/in/matt-cummins-dallas/ • Corinth, TX, 76210, US

Highly accomplished professional with over 20 years of experience in the IT industry, adept at handling high-stress situations and ensuring seamless incident resolution. Demonstrated expertise in Incident and Problem Management, including leading resolution efforts and documenting outcomes. Proven track record of managing technical and application recovery in AWS cloud-based enterprises, analyzing incident data, and maintaining comprehensive documentation. Solid understanding and knowledge of incident management, business continuity, and disaster recovery. Ability to handle multiple tasks with keen attention to detail, creating an environment conducive to quick recovery.

Areas of Expertise

● Incident & Problem Management

● IT Service Management

● Customer Service Management

● Business Continuity Management

● Cloud-based Enterprise Management

● Team Leadership & Training

● Creative Problem Solving

● Process Optimization

● Technical & Application Recovery

Professional Experience

Wells Fargo, Irving, TX

Incident Manager / Process Engineer – Contract

July 2024 — June 2026

Leveraged previous expertise in incident and problem management to assist in the launch of a new Merchant Services division at Wells Fargo. Contributed to the design and enhancement of ServiceNow processes to ensure efficient operations during the transition of support services from an external vendor to internal management at Wells Fargo.

●Collaborated extensively with cross-functional teams and third-party vendor support teams to ensure smooth banking operations across multiple departments.

●Analyzed workflows to identify inefficiencies and quality issues while recommending solutions to bridge process gaps.

●Utilized AI tools to improve incident management documentation and offer improvement strategies for automation.

●Developed strategies for escalation pathways and communication with executive stakeholders.

●Assumed the responsibility for redress and remediation for third party vendor accounting discrepancies identified during audit processes.

●Integrated control standards into new documentation to guarantee compliance with both internal and external banking regulations.

Capital One, Plano TX

Major Incident Manager – Contract

February 2022 — January 2024

Provided strategic leadership and direction in the management of technical and application recovery, ensuring seamless incident resolution even under high-stress situations. Skillfully navigated through high-impact infrastructure and cyber incidents within a cloud-based enterprise, maintaining clear communication across all levels. Strived for continual enhancement in the incident handling process by balancing multiple tasks, maintaining attention to detail, and creating an environment conducive to quick recovery.

●Assessed the severity and customer impact for efficient resolution by prioritizing incidents alongside support teams and senior IT/Business Leadership.

●Delivered quality communications and comprehensive incident documentation in ServiceNow/AION by developing a keen understanding of incident data.

●Enabled prompt response to new incidents that could potentially impact the enterprise while maintaining strong situational awareness by monitoring dashboards and Slack communication channels to support Linux, Windows, and AWS Cloud based operations.

●Provided valuable observations and insights by collaborating with the Problem Management team on major incident reviews.

●Provided recommendations for additional monitoring and alerting via automated processes.

Citi, Irving, TX

Problem Manager / Production Business Analyst – Contract

November 2019 — February 2022

Made substantial contributions to identifying and resolving problems for crucial IT systems, partnering with enterprise problem managers and infrastructure support teams. Reviewed infrastructure and application issues across tower functions to proactively address problem trends. Assisted infrastructure support teams in achieving the goal of reducing problems before causing further impact, including communicating ongoing issues with technology owners and facilitating plans to reduce problems in the IT environment.

●Streamlined communication processes between incident, problem, change, and other support teams, leveraging ITIL processes to address the causes of recurring incidents within the IT environment.

●Improved reporting metrics and set achievable goals for the IT support teams while working with the infrastructure support team.

●Evaluated and mentored individuals to drive strategic change by leveraging prior experiences. Ensured the implementation of plans and actions to minimize the recurrence of issues and mitigate risks.

●Ensured thorough analysis of root causes and timely development of improvement actions for high-impact outages and recurring issues.

Integrated Access Systems, Plano, TX

Security Systems Installation and Service Technician

July 2019 — November 2019

Installed, programmed, maintained, and repaired security and access control systems, adhering rigorously to industry standards and blueprint specifications. Ensured that systems functioned optimally through rigorous testing. Identified and resolved issues impeding system performance. Developed and implemented cutting-edge technology and network solutions to integrate unrelated systems.

●Analyzed work orders, building plans, and installation manuals to determine materials requirements and installation procedures for the installation site preparation.

●Installed and set up control panels, door contacts, sensors, and video cameras, connecting them with electrical and telephone wiring.

●Evaluated the functionality of security systems by conducting tests on various components such as backup batteries, keypad programming, sirens, and other related features.

●Pioneered the provision of custom pathways through ceiling plenums, access holes, or cavity walls to reach remote devices.

●Delivered exceptional commercial installation services for security, access control, and CCTV surveillance solutions across the nation.

Capital One, Plano, TX

Divisional Problem Manager – Contract

September 2018 — March 2019

Implemented and managed post-mortem incident review processes, driving towards identifying root causes and potential corrective solutions, and developing executive summaries. Documented incident records comprehensively, during and after the incident, by collecting and recording the complete timeline of events to the support Agile software development lifecycle.

●Restored and revamped incident/problem processes for auto finance incident management within the auto finance division, addressing the lapse in problem management.

●Analyzed data to decrease Mean Time to Detect (MTTD) and Mean Time to Repair (MTTR) for Cloud-based IT systems by examining problem identification and resolution trends.

●Streamlined problem management processes and facilitated the shift from HP Service Manager (HPSM) to ServiceNow and JIRA for incident management and release planning.

●Identified problem themes from 2018 data and provided input for future analysis of 2019 data by liaising with the Site Reliability Engineering team.

●Delivered expert technical advice and guidance to users in transitioning from Microsoft Office to the Google suite of applications.

Verizon, Irving, Texas

Incident & Problem Manager

August 2003 — July 2018

Directed the resolution of major incidents, employing a thorough understanding of known error databases and historical events, with a focus on reducing Mean Time to Repair (MTTR) for mission-critical systems. Spearheaded automation and monitoring improvements to minimize risk, expedite problem identification, and enhance incident resolution. Provided mentorship to new team members, effectively reducing onboarding time. Partnered with the Business Resiliency Team to fortify the Business Impact Analysis process, facilitating the creation of business continuity plans and minimizing the risk of failure for critical customer functions.

●Achieved a 98% resolution rate for same day resolution while leading incident management escalations for desktop, peripheral, and mobile device incidents within the hybrid cloud infrastructure for network, cyber, and application events.

●Performed monitoring and measuring system and application performance against the standards set out in the SLA objectives.

●Implemented a Stability Focus effort in 2017, leading to a reduction in VISION On/Off Capacity on Demand Maintenance Operating Expense charges, resulting in the transition of mainframe computing to less costly open systems applications and annual savings of up to $10M.

●Successfully managed the transition to ServiceNow from Remedy for Major Incident, Problem & Change Management while maintaining historical legacy data and ITIL Standardization.

Additional Experience

Project Manager/Sales Engineer, Design Systems Group Inc., Grand Prairie, TX

Director of Operations, LancoSystems Inc., Carrollton, TX

National Project Manager / Senior Field Technician, Datatec Systems Inc.

Aircraft Electrician, U.S. Marine Corps

Education

Bachelor of Science in Network Communications Management, DeVry University Irving, Texas Graduated 2013

Licenses & Certifications

●AWS Certified Solutions Architect – Associate #AWS00409904

●ITIL Foundation Certificate in IT Service Management #5882832.20613307

●Journeyman Electrician - Texas License #26161

Community Service

●Santa Claus for the Marine Corps Toys for Tots, local Toy Runs, and private fundraising events

●Fellowship Church – video engineering and camera operations for public broadcast

●SpiritHorse International Therapeutic Riding Center – site maintenance and livestock management

●Denton State School – collection of materials and donations for residents

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