Daniel James Email & Phone Number

Irvine, California, Us

Working in a newly formed ITSM team, specializing in Incident Management, Problem Management, Root Cause Analysis, and Change Management. Our mission is to plan, educate, and equip the Acorns support staff so that they can better handle anything that comes their way, in an effort to help the company in whole to look after the financial best interests of the up-and-coming.

Roseland, New Jersey, Us

I assumed command and control of major incidents that impact associates and clients in over 140 countries within the Human Resource and Financial sectors.• Facilitated technical bridge calls throughout the lifecycle of Major Incidents, severity 1, 2, and 3s.• Ensured that restoration teams have the needed support to resolve issues quickly to minimize impacts and Service Level Agreement (SLA) violations.• Outlined events that occurred and generated documentation for Root Cause Analysis.• Verified overall business impacts and user experiences.• Generated several different styles of communications during major Incidents for a variety of audiences (Business Partners, IT Leadership, Executives, Stakeholders) that explain what services are disrupted, what the client/associate impact is, and what is being done to resolve the issue.• Undertook Change Control activities for production-related Emergency and Same-Day Change Orders.• Initiated contact with change requestors to clarify any uncertainties, including if the change will mitigate any current impact, prevent impending impact, or if the change will impact other products or services.• Engaged as a primary On-Call to join any incident bridge call within 10 minutes of escalation, 24/7.• Managed incidents without additional backup, but with situational awareness to initiate team management if escalation could be required.• Optimized current incident management practices, determined if existing processes are time-efficient and cost-effective ways of operating.• Created scripts, utilizing AutoHotKey, for repetitive tasks and standard verbiage to promote efficiency and “One Voice” style communications.• Collaborated with the team lead on weekly and monthly metric reports.• Reviewed analytical trends to determine possible opportunities for improvements.• Investigated all backlogged Root Cause Analysis (RCAs) to determine the current status or if additional resources are needed.

Arlington, Va, Us

During my time at Boeing, I supported major production-impacting incidents affecting all business units for this Fortune 500 aviation producing company. These Major Incidents could happen at any point during the day, so I had to be ready to investigate and gather technical support teams to mitigate any issue at a moment’s notice. This job was high stress, quick, and always unpredictable, which is why I enjoyed and thrived in that environment.• Supervised emergency technical meetings while developing accurate and detailed notes.• Identified and contacted technical resources when additional support was required.• Sustained effective and efficient processes in high-stress environments.• Cultivated communications between technical groups, stakeholders, and executives.• Created Executive Notifications for Severity 1 & 2 events every two hours, or as needed.• Documented, reviewed, and managed the MIM Team Change Board as team lead.• Maintained MIM process documents and disaster recovery plans and devices.• Trained new analysts across the globe using hands-on process review and scenarios.• Created lists, forums, and documentation for SharePoint sites as the administrator.• Assisted in the generation of meaningful metrics for monthly review by executives.• Acted as the Project Manager developing ServiceNow Incident Modular training efforts.• Produced team schedules to support the enterprise 24x7x365, including On-Call schedules.• Interviewed candidates for the newly established International MIM Team.• Developed new statements of work, including Proactive Incident and Complex Issue processes.

Hanover, Md, Us

Before working for The Boeing Company as an employee, I was a contractor through TEKsystems. I was assigned to work for the Major Incident Management (MIM) team at Boeing, where I learned the ins and outs of successfully leading Major Incident activities with a diverse group of technical subject matter experts (SMEs) and business leaders. Within ten months of working with the MIM team, I was asked by the Boeing management team to apply for a permanent position the just opened up at the St. Louis location.Daily activities of running Major Incidents remained the same, excluding being able to manage Severity One and Two incidents. Per process, these had to be owned by Full-time Boeing Employees, but I was permitted to assist with documentation and communications. Being able to shadow seasoned MIM professionals during the worse types of incidents was a significant learning experience that I could implement into my method of running Major Incidents.

Worked for Pioneer as a Seasonal research worker. Most worked occurred during Summer and Winter/Spring months.• Cross pollinated soybean plants• Trained new employees to cross-pollinate soybeans• Task assignment and decision-making• Second highest crossing percentile in Summer 2009 and 2010• High attention to detail required for successful crossing

- Managed the Association’s online social media (Facebook, LinkedIn, Twitter, YouTube)- Utilized native social media engines and social media tools (Tweetdeck/Hootsuite)- Researched policies and best practices to improve outreach methods- Generated attractive and interactive online content to promote participation from target audiences through photography, videography, and featuring public events