Andre' Black Email & Phone Number

Richardson, Texas, Us

Noida, Uttar Pradesh, In

Houston, Tx, Us

Bangalore, Karnataka, In

Responsible for driving the efficiency and effectiveness of the Incident and managing and coordinating activities between multiple ‘n’ level support groups to ensure adherence to Service Level Requirements (SLR) where multiple groups are needed to resolve a single incident. Providing effective communication to Senior Management, Customers, Users, and Technical staff. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. Monitoring the effectiveness of the IT Service Management tool and make recommendations for continued enhancements.

Fort Worth, Texas, Us

Jp

Responsible for owning and driving the activities related to the Critical (Severity 1, 2 and 3) Incident Management process. This includes ensuring that the following activities are performed in accordance with Fujitsu’s documented Incident Management process. Ensuring that the appropriate Communications are sent to Senior Management and keeping them advised of the Incident and of the Client Impact. This includes documenting/updating the incident record. Provided guidance and assisting with making required to reduce incident duration and associated customer Impact (financial/reputational/legal regulatory) responsible for continuing the evolution of Incident Management and development of the Incident Management function, processes and procedures to ensure end-to-end service quality and "industry best" customer service.

Us

Responsible for the day to day operations and overall direction and management of the Network Operation Center techs and Infrastructure engineers. Responsible for all aspects of the IT infrastructure to ensure core Internal/external systems are available, scalable and secure. Developed and implemented process and procedures that ensure maximum operational efficiency. Provided technical support and escalation guidance for high severity impact incidents. Responsible for hiring, training, firing and performance evaluations.

Support the company's vision for professional, decisive, and prompt Critical Incident Management. Serve as the escalation/coordination point for all mission-critical and/or SLA affecting severity 1 Incidents affecting ACS and its Clients. Monitor the restoration progress of all severity 1 Incidents across the enterprise; engage in, take ownership of, and drive restoration for any critical business impacting service interruption in a 7/24/365 Enterprise Data Center environment. Engage any internal or external resources needed to quickly restore service and follow-up with support team personnel to ensure root cause analysis completion. Regularly interact with Senior Management, clients and others to improve ACS processes, procedures, and methods. Attend all applicable daily review meetings to stay abreast of incidents/issues across the enterprise. Adhere to departmental policies/procedures. Generate requested or required reports for customers and Senior Management.

Us

Responsible for the day-to-day operations of a 24X7 network operations center and management of the NOC techs that provide Level I-II problem determination, resolution and documentation. Also responsible for creating and maintaining a high level of customer service, knowledge transfer and overall development of the technical staff members to ensure all staff members continue to increase their technical knowledge. Interact with project managers and customers during customer implementations. Ensuring technical resources are available to complete projects and customer implementations on time.

Associate Of Arts And Sciences (Aas), Information Technology

Associate Of Science (A.S.), Information Systems

Associate Of Science - As, Computer And Information Sciences And Support Services