Cory Mccoy Email and Phone Number

Provided ownership and responsibility for end to end Management activities for all Priority 1 & 2 incidents supporting all Equifax Business Units.Formed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions to clients.Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.Worked closely with TOC, Problem/Change Management, technical and business groups to improve our maturity levels and adoption of Incident Management processesPerformed notifications and status of all incidents to high level internal leadership and client while managing SLA's.Worked directly with Event Management Analysts to provide initial incident responseHighly involved with GTVM Remediation and Escalation

Direct supervision of six employees• Ensured uninterrupted service through identification and problem resolution as the primary escalation point for large impacting issues, including communication, escalation & resolution of impact. In addition, work closely with Problem Management to determine root cause• Ensure business continuity through proper use of Change Management Policies and Procedures• Provide shift policy updates and direction to assist the team in providing exceptional support.• Provide proper documentation to ECC leadership and Human Resources for promotions and disciplinary action of associates.• Provide in-depth follow up on identified issues to assist other IT departments. In addition, work with associates to provide training on tasks as identified. Delegate and follow up with associates for assistance, documentation and other information.• Schedule and moderate weekly round table team meetings and individual meetings. Notify associates of policy or procedure changes from leadership, as well as issues. Follow up with a weekly email to the team, including topics discussed in the team meeting and updates received after the scheduled meeting.• Provide leadership to associates during time of transition. Assist associates in providing excellent support during system conversion

Direct supervision of up to nine associates in two locations.Provide supervisor-level support to the team, including creation of a task schedule for associates. Be primary incident manager for large impacting issues, including communication, escalation & resolution of impact. In addition, work closely with Problem Management to determine root cause.Provide in-depth follow up on identified issues to assist other IT departments. In addition, work with associates to provide training on tasks as identified. Delegate and follow up with associates for assistance, documentation and other information.Create and maintain File Transfer profiles and protocolsProvide shift policy updates and direction to assist the team in providing exceptional support.Perform quarterly performance reviews. Provide proper documentation to IOC leadership and Human Resources for promotions and disciplinary action of associates.Schedule and moderate weekly round table team meetings and individual meetings. Notify associates of policy or procedure changes from leadership, as well as issues. Follow up with a weekly email to the team, including topics discussed in the team meeting and updates received after the scheduled meeting.Gather weekly status reports from direct reports. Summarize information as needed, and provide a weekly status update to manager.Work with internal teams to add value to the department in understanding and supporting business needs.Provide leadership to associates during time of transition. Assist associates in providing excellent support during system conversion.

Perform and track Change Requests. Responsibilities include running scripts and verifying systems after changes are complete, as defined in the specific request. Moderate and participate in bridges for proactive or troubleshooting reasons when the production environment is causing an unsatisfactory experience to the client. At times, gathering required persons and performing verifications after Emergency Change Requests to provide resolution to an issue. Provide assistance to Problem Management team by replying in detail to inquiries surrounding large impact incidents.Assist other team members by providing documentation, which assists in both troubleshooting and performing normal daily tasks. Also provide support to team members to ensure tasks are completed as scheduled.Provide support to assigned projects as needed. Project requirements may include notifying Project Managers of impending changes, which may affect the systems, and thus client experience, negatively during the change window.Create and maintain File Transfer protocols and profilesWork off hours as needed. This includes running and attending scheduled Maintenance Weekends and bridges, as well as providing an hourly email to executive teams, to show progress during the maintenance window.Monitor and troubleshoot Scottrade systems as required, using the monitoring tools provided. Systems include IBM OS/400 and associated internal jobs, as well as Microsoft Windows Server environments with internal software. Monitoring tools include Spectrum, PRTG, as well as home-grown and vendor-provided tools.Perform normal daily, weekly and monthly tasks, such as encrypting and sending files to vendors, or retrieving files from vendors for decryption and placement as requested. In addition, perform weekly and monthly backups of the AS/400 system, along with daily batch processing. Also perform scheduled server reboots or software resets as requested.