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 avoidance rate of 645 incidents per month, aligning with industry best… Show more •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 avoidance rate of 645 incidents per month, aligning with industry best practices.•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 managed employee access entitlement and equipment procurement, ensuring smooth transitions and optimal resource allocation.•Collaborated in developing and maintaining ServiceNow homepage dashboards, enhancing operational visibility and efficiency in tracking department-assigned incidents and changes.•Developed comprehensive workflows for Network Operations Center activities, identifying potential risks and establishing RAU controls to mitigate them, safeguarding critical operations and enhancing overall resilience.•Collaborated with the Internal Audit team to test departmental RAU controls, ensuring compliance with regulatory standards. Show less

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 improvement efforts.• Strengthened operational standards by creating… Show more • 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 improvement efforts.• 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 members with valuable reference resources. Show less

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 information on the volume and types of calls received by the help desk during the incident. Provided clear instructions to the help desk staff on call handling procedures as the event unfolded, ensuring a coordinated and efficient response to major incidents.•Initiated a… Show more •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 information on the volume and types of calls received by the help desk during the incident. Provided clear instructions to the help desk staff on call handling procedures as the event unfolded, ensuring a coordinated and efficient response to major incidents.•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.•Established a transparent feedback loop, informing support groups of the rationale behind agreements or disagreements with their flagged incidents.•Contributed to continuous improvement by aligning the review process with industry best practices and fostering collaboration between the corporate help desk and external technical support groups. Show less

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 delivering high-quality customer service.•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 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 delivering high-quality customer service.•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 prompt resolution of user inquiries and technical problems. Implemented streamlined processes to improve team efficiency and enhance service delivery.•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, including resource allocation, performance monitoring, and process optimization. Implemented innovative solutions to address complex technical challenges and improve overall service quality. Played a key role in driving continuous improvement initiatives and fostering a collaborative team environment.•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