Jonathon Doyle Email & Phone Number

Pittsburgh, Pennsylvania, United States

IT management professional currently seeking new opportunities.

Pittsburgh, Pennsylvania, United States

• Led daily stand-up calls with network operations leadership to review aged incidents and implemented a strategic resolution process, resulting in continuous improvement and adherence to best practices.
• Orchestrated the strategic management of chronic incident resolution, identifying network devices contributing to a substantial volume of incidents. Navigated 63 chronic issues, achieving an exceptional incident.
• Orchestrated the strategic management of chronic incident resolution, identifying network devices contributing to a substantial volume of incidents. Navigated 63 chronic issues, achieving an exceptional incident.
• Developed dynamic Tableau dashboards integrating data from ServiceNow, Avaya CMS, and SharePoint Lists, empowering leadership with insights into incident trends and employee performance for informed decision-making.
• Created comprehensive workflows for Network Operations Center activities, identifying and mitigating potential risks to enhance overall resilience and safeguard critical operations.Spearheaded New Hire Onboarding and.
• Collaborated in developing and maintaining ServiceNow homepage dashboards, enhancing operational visibility and efficiency in tracking department-assigned incidents and changes.

Pittsburgh, Pennsylvania, United States

• Implemented a 'Maker/Checker' process for Command Center Operators using ServiceNow Incident Tags, ensuring accurate documentation and verification to enhance operational integrity and compliance.
• Developed and implemented Network Operation Center (NOC) and Command Center Scorecards, leveraging data from ServiceNow, Excel, and SharePoint to monitor process adherence and assess work quality, driving continuous.
• Strengthened operational standards by creating… Show more
• Strengthened operational standards by creating detailed use case scenarios for Command Center activities, refining the Standard Operating Procedure (SOP) document for greater clarity and efficiency, and providing team.

Pittsburgh, Pennsylvania, United States

• Monitored call trends vigilantly to promptly identify major incidents. Actively participated in major incident bridge calls, serving as the representative for the corporate help desk. Effectively communicated real-time.
• Initiated a… Show more
• Initiated a proactive review system where external technical support groups flagged incidents through a custom SharePoint list, signaling potential mishandling by the corporate IT help desk.
• Conducted meticulous reviews of flagged incidents, collaborating with support groups to assess their comments.
• Coordinated follow-up actions for agreed-upon infractions, including coaching help desk staff, updating or creating knowledge articles and documented procedures to address identified gaps.
• Maintained regular communication with various support groups, conducting meetings to discuss flagged incidents and providing updates on follow-up actions.

Pittsburgh, Pennsylvania, United States

• Advanced through various positions within the PNC Corporate Help Desk, demonstrating consistent growth and proficiency in each role:
• Help Desk Analyst: Initiated career journey as a Help Desk Analyst, providing frontline support to end-users and efficiently resolving technical issues. Demonstrated strong troubleshooting skills and dedication to.
• Help Desk Team Lead: Recognized for exceptional performance and leadership potential, promoted to the… Show more Advanced through various positions within the PNC Corporate Help Desk, demonstrating consistent growth.
• Help Desk Team Lead: Recognized for exceptional performance and leadership potential, promoted to the role of Help Desk Team Lead. Led a team of support analysts, providing guidance, mentorship, and oversight to ensure.
• Function Desk Manager: Elevated to the position of Function Desk Manager, entrusted with broader responsibilities in managing specialized help desk functions. Oversaw the strategic direction of the function desk.
• Throughout this progression, consistently demonstrated a strong work ethic, technical expertise, and leadership acumen, contributing to the overall success of the PNC Corporate Help Desk. Show less