Michael Cockrum Email & Phone Number

Birmingham, Alabama, United States

As an Incident Manager my main job function is to provide incident notifications to impacted teams and to senior management from the beginning of a reported issue through the issue being resolved.

Birmingham, Alabama, United States

As an Incident Manager with BBVA I worked with co-workers in my and other departments to ascertain what type of IT problem they were reporting, the scope of the event and engage other teams to assist with the prompt restoral of akk impacted groups. I also created training documentation and trained other employees as necessary.

Birmingham, Alabama Area

Via written communication, informs leadership of customer impacting service outages involving communication network, DirecTV, Integrated Cloud and Switched Digital Network (SDN), along with other AT&T product offerings.• Assisted co-workers, improving the clarity and quality of electronic notifications.• Worked with other teams during outages to determine scope, service restoral activities and customer impacts.• Kept detailed notes and ticket examples to serve as future reference for similar outage types in order to be more efficient, accurate and possibly reduce mean time to repair.

Birmingham, Alabama Area

Facilitates and reports IT Network and Application outages to AT&T Leadership

Birmingham, Alabama Area

Initiated and coordinated conference calls communicating IT supported Non-Mission and Mission Critical application. Teamed with the Incident Management team on more complex Mission Critical application / network outages and provided the same level of support as with Non-Mission Critical outages.• Performed as a shift lead, answering questions, assigning work and validating electronic notifications for the team as a reward for outstanding performance. • Wrote training/process documentation to assist co-workers and new employees in performing their roles.

Birmingham, Alabama Area

Worked with customers and internal support staff to resolve any system problems to the customer’s satisfaction in a timely manner by following approved procedures.• Created and maintained user identifications for wholesale customers, allowing improved access to the Bellsouth network.

Birmingham, Alabama Area

Assisted in-store customers with retail purchases by locating products provide the proper usage of products / tools. Worked in multiple departments – Tools / Hardware, Paint, and Inside / Outside Gardening, but could be relied upon to assist customers in other non-specialty departments such as plumbing, lumber, general merchandise, etc.• Received multiple commendations for outstanding customer service from customers and the Home Depot management team.