James Durbin Email & Phone Number

Texas, United States

Washington, DC, US

Espoo, Southern Finland, FI

• Actively Lead incident management and ensure service restoration by MSPs (managed service provider) of all IT services and infrastructure
• Drive execution of processes used for recovery and ensure timely corporate communications delivered to stakeholders
• Perform PBM actions on Priority 2 cases to prevent escalations and/or outages
• End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and.
• Act as a Change Manager for emergency change requests in Servicenow
• Provide feedback for organizational change and guidance for Root Cause Analysis

West Point, Georgia, US

• Drive project and program management related to infrastructure and construction nationwide
• Act as the main point of contact for field team and ensure needs are met and escalated if required
• Track progress of field issues and ensure resolution. Keep client updated on status of projects
• Provide strategic direction and organizational change related to helpdesk activities and incident management
• Pre-screen client projects ensuring required data is available and special instructions visible to team in Salesforce
• Research potential issues and resolve problems with clients and carriers

Ridgefield Park, NJ, US

• Responsible for phase-in of new work coming from customers to the SEA Network Operations Center “NOC” site
• Act as the main point of contact for customers to ensure their needs are met and escalations are properly addressed
• Work to support multiple small tier clients and assist with strategic direction regarding processes, customer reviews, implementation and ongoing operational support
• Act as the escalation POC after the product is deployed and enters Services
• Create and track JIRA cases and user stories. Follow-up with Tooling support and assist with testing solutions
• Manage customer account and execute reports from Salesforce Remedy for analysis

Espoo, Southern Finland, FI

• Management experience creating and owning an ITSM Service Desk providing vision and leadership
• Improved teams ability to service daily requests for SaaS from 60 to 1K through use of new tools and adding required resources
• Assist development team with RPA Robotics Process Automation, Data Analytics, AI Artificial Intelligence through assisting users with change requests and testing new builds prior to release
• Collaborate with users regarding Change Management and participate in user testing
• Administrator of Five9 Cloud Contact Center tool. Create dashboards, reports, call flows.
• Create and administer project Sharepoint sites utilizing Agile methodologies

Espoo, Southern Finland, FI

• Create business processes for the establishment of formal Incident Handling and promote organizational change
• Conducted Critical and Major Incident Management, Management Escalations, Incident Notifications and Corporate Communications, Root Cause Analysis, Case Reviews, Audits, Outage Reduction in a 24hx7d environment
• Lead outage calls and escalations as required. Manage SLA adherence using influencing skills to drive resolution
• Consistently received “Exceeds” ratings as a top performer on post outage surveys
• Document issues and update Ticketing system as needed - NCT Microsoft Dynamics (transitioned to BMC Remedy)
• Ensure the KEDB (Known Error Database) for the customer ecosystem is updated and maintained. Refer to KEDB and other sources to ensure issues are resolved quickly reducing (MTR) mean time to resolution, for all.

Dallas, TX, US

• Own Supplier Development advancements within the 787 supply-base
• Improved methods for tracking and updating status of engineering data
• Drive Change Management for responsible supplier and ensure written communications are easily understood
• Partner with IT to create a method for revising aircraft assembly work instructions and share to remote locations
• Initiate Release Actions and Change Orders in the Change Management structure in ENOVIA
• Create or revise existing products in ENOVIA and create/revise 3D models manufacturing requirements in CATIA v5

Espoo, Southern Finland, FI

• Support customers throughout North America tracking issues and escalations using Remedy
• Refer to customer network architecture in support of servers, routers, switches
• Use GUI and TL1 commands to clear and diagnose alarms in various equipment
• Provide remote support for critical surveillance on deployed multi-vendor commercial networks
• Create XNG DS1/DS3 paths and identify available facilities in XNG
• Test and provision/decommission circuits for: T1, T3, OC3, OC12, OC48 and OC192

Santa Ana, CA, US

• Establish NOC Operations per service contracts and business process to include: monitoring, reporting, maintenance and management
• Assist with the installation and commissioning of DAS (Distributed Antenna Systems)
• Created internal calibration system resulting in significant cost savings annually building on TPM practices
• Own Internal and External Problem Management facilitating root cause investigations
• Review test yields and Pareto diagrams with team weekly and initiate action for change and drive LEAN activities
• Introduce new products from R&D & Propose product/process changes reducing cost and enhancing producability

Washington, DC, US

Campaign Medal Recipient: National Defense Service Medal for honorable service, Good Conduct award, Protected Veteran. Maintained operational level of KC-130 turboprop aircraft, performing routine inspections and repairs. Trouble shot, removed and replaced “O” level components related to KC-130 aircraft turbine engines and propellers. Provide strategic.

Certificate - Aviation Machinist Mate, Kc-130 Organizational Maintenance Power Plants

Aviation Machinist Mate Training

Avionics Technician School

General Studies, Music

Education record