Employed by HCL on this State Street Corporation project. The team's primary responsibility is working within the Major Incident Portal in Service Now; capturing critical data around impact start, investigation and restoration; drive the call to resolution so it may be transitioned to problem management.

The Major Incident Management Team at Brinks was primarily responsible for joining and running bridge calls for major incidents that may have impact to business operations. The MIM coverage was 24x7x365. We worked in weekly rotating on-call schedules. Major Incident Management also owned Incident Management at Brinks. I was responsible for sending regular reporting to group leaders for incident remediation. The MIM Team developed several documents during the year I was with with Brinks, from Policy, Process, and Procedure documentation to Playbooks for entire programs.

As Incident Manager, I was responsible for creation and delivery of Daily SLA breach warning reports to the various support groups within IT.

Responsible for the Delivery of Service from the Service Desk for Ambulatory Practices. Meet with and provide direction to the vendor's Service Desk Management and tools to Service Desk team members. Partnered with Bomgar to acquire the appliance and licenses to deploy the Bomgar tool to Ambulatory IT Support.

Subject matter expert on Help Desk support and service levels managing the day to day operations of a team of technical support personnel who support an enterprise of 1400+ locations and 5,000+ users nationwide. Creates, implements and manages process and procedures while continuously evaluating and refining Help Desk procedure development and implementation balancing industry best practices with corporate culture. Acts as escalation point for urgent technical issues affecting enterprise users and follows through on issues through completion and communication. Motivate and develop staff so they can successfully fulfill their work objectives.

Responsible for management of internal IT ticketing system by providing and streamlining user licensing and ticket flow through Request Type management and modification. Providing detailed current and historical reporting for all IT support teams.

Responsible for remote monitoring, troubleshooting, and maintaining the integrity of the customer’s Wireless network and its vital elements. Responsible for providing carrier class customer support to internal and external wireless services subscribers. Maintained control of all network elements within customers wireless communication network via the Network Operation Center support platform. Coordinated uniform application of system corrections throughout the customer’s wireless network. Track, perform, and report detailed analysis associated with any wireless network incidents and outage conditions.

Responsible for remote monitoring, troubleshooting, and maintaining the integrity of the customer’s Wireless network and its vital elements. Responsible for providing carrier class customer support to internal and external wireless services subscribers. Maintained control of all network elements within customers wireless communication network via the Network Operation Center support platform. Coordinated uniform application of system corrections throughout the customer’s wireless network. Track, perform, and report detailed analysis associated with any wireless network incidents and outage conditions.

Developed and maintained formal procedures for consistency and increased productivity. Implemented methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships. Analyzed help desk performance through various statistical and reporting methods. Became proficient in Logmeinrescue application for remote issue resolution purposes. Installed all new hardware, systems, and software for networks. Installed, configured, maintained network services, equipment and devices. Supported administration of servers and server clusters. Managed all system back-up and restore protocol. Planned and supported network and computing infrastructure. Performed troubleshooting analysis of servers, workstations and associated systems. Documented network problems and resolution for future reference. Managed user accounts, permissions, email, anti-virus, anti-spam.

Responsible for receiving and scheduling customers. Responsible for accounts payable and accounts receivables. Responsible for commercial and residential accounts. Maintained networks for service industry facilities. Provided superior end-user support. Server implementation and support. Network troubleshooting.