Responsible for project enabling the Event module within ServiceNow. Verify monitoring tools will successfully integrate with the Jakarta release of ServiceNow. Assure knowledge articles are documented for appropriate triage of Events.• Provide Trend Analysis for existing Events. Update Event triggers and thresholds as needed. Recommend filters to support teams to provide accurate reflection of the user environment.• Document and audit governance activities for open Events. Follow up on aging Event issues.

Execute proactive and real-time monitoring support in a dynamic IT environment. Communicate Priority1 level issues to Executive Leadership. Analyze performance trends in an effort to anticipate and prevent infrastructure issues. Review and approve emergency changes per Change Management policy. Troubleshoot corporate applications. Create, maintain, and publish reports detailing Priority1 issues, risk analysis, and performance metrics.• Responsible for Incident Management role. Assure Service Level Agreements are being met at a group, department, and organization level. Lead executive-level meetings detailing progress regarding Service Level Agreement initiatives.• Document, audit, and perform governance activities within ServiceNow. Prepare reports within ServiceNow and present data at leadership meetings.• Facilitate bridge and conference calls for high priority issues.

Execute proactive and real-time monitoring support in a dynamic IT environment. Communicate Priority1 level issues to Executive Leadership. Analyze performance trends in an effort to anticipate and prevent infrastructure issues. Review and approve emergency changes per Change Management policy. Troubleshoot corporate applications. • Responsible for Incident Management role. Assure Service Level Agreements are being met at a group, department, and organization level. • Document, audit, and perform governance activities within ServiceNow. • Facilitate bridge and conference calls for high priority issues.

Execute proactive and real-time monitoring support in a dynamic IT environment. Communicate Priority1 level issues to Executive Leadership. Analyze performance trends in an effort to anticipate and prevent infrastructure issues. Review and approve emergency changes per Change Management policy. Troubleshoot corporate applications. Create, maintain, and publish reports detailing Priority1 issues, risk analysis, and performance metrics.• Responsible for Incident Management role. Assure Service Level Agreements are being met at a group, department, and organization level. Lead executive-level meetings detailing progress regarding Service Level Agreement initiatives.• Document, audit, and perform governance activities within ServiceNow. Prepare reports within ServiceNow and present data at leadership meetings.• Facilitate bridge and conference calls for high priority issues.• Assumed lead role in documenting and reporting monitoring issues within Gomez and PRTG.• Proficient in all relevant monitoring and Incident Management tools: ServiceNow, CA Wily, HP Business Service Management Tool, Ebix/Zabbix , Gomez, BMC ProactiveNet, PRTG

Provided real-time monitoring support and troubleshooting for IT infrastructure, including operating issues, failures, degradation, and event correlation. Initiated corrective actions ensuring network connectivity and minimizing downtime. Communicated with high-profile customers (Wal-Mart, UKPO) regarding system performance. Troubleshot network interfaces and Oracle management systems. Provided project management by designing, documenting, and developing data models that represented specific business processes and incorporated them into the ProactiveNet application, improving early warning analysis and minimizing downtime for internal and external customers.Streamlined Event Management process by introducing new runbook documentation into CA Service Desk environment.Improved structure of communication between mainframe and Oracle functions, ensuring timely transmissions of customers' weekly financial files.

Afforded 24x7 internal and external customer support for desktop, application, reporting, server, network, etc. Received, tracked, and responded to incidents related to distributed mainframe productions environments.Developed process and documentation for the Verint application, allowing for a more comprehensive QA overview for employee development.Overhauled IVR documentation, allowing for reduced internal telecom related outages.Reorganized the methodology of email templates for communicating operations issues, allowing for improved communication between support teams in time critical situations.Implemented Proxy software push to all company laptops and desktops, offering increased support for single user computer issues.Supervised the ordering and replacement of server hardware components, including coordinating down time and server redundancy during server outages.Organized and presided over IT bridge calls during service disruptions and scheduled outages.

Created build schedules for 1500+ medical devices and communicated schedules to team leads. Coordinated supply chain of sub-level parts.

Coordinated shipments of finished products from various manufacturing sites in 5 states to our shipping facility in MN.

Supervised 20+ individuals responsible for daily FedEx and UPS shipments of medical products to hospitals and other external customers.

Supervised 30+ individuals in medical manufacturing cleanroom environment.