• 10+ years of experience in IT Infrastructure Administration or related background• 10+ months of experience with BMC Discovery aka BMC Atrium Discovery & Dependency Mapping (ADDM)• Hands on experience with application model development within Discovery using CAM, • Knowledge of ITSM process such as change, incident & problem management• Knowledge and understanding of CMDB data models and CMDB operations such as Normalization & Reconciliation• Collaborate with a wide range… Show more • 10+ years of experience in IT Infrastructure Administration or related background• 10+ months of experience with BMC Discovery aka BMC Atrium Discovery & Dependency Mapping (ADDM)• Hands on experience with application model development within Discovery using CAM, • Knowledge of ITSM process such as change, incident & problem management• Knowledge and understanding of CMDB data models and CMDB operations such as Normalization & Reconciliation• Collaborate with a wide range of internal customers to understand their application’s functions, dependencies and architecture• Gather requirement and document detail about application infrastructure and dependencies such as servers, databases, process/service required to build an application model in BMC Discovery• Build application models in BMC Discovery tool using Collaborative Application Modelling (CAM) and Start Anywhere Application Model (SAAM) Show less

• Incident and Problem Management Process Manager responsible for critical event response and resolution management. • Collaborate with technology teams, IT Infrastructure, Operations, and Application Development in coordination of Major Incident resolution and Problem Management.• Liaison between the Enterprise and IT Operations to facilitate the coordination of Problem Management activities. • Coordinate continuous improvement through the assurance that new processes are… Show more • Incident and Problem Management Process Manager responsible for critical event response and resolution management. • Collaborate with technology teams, IT Infrastructure, Operations, and Application Development in coordination of Major Incident resolution and Problem Management.• Liaison between the Enterprise and IT Operations to facilitate the coordination of Problem Management activities. • Coordinate continuous improvement through the assurance that new processes are documented, communicating all changes to principle stakeholders, completing follow-up assignments, and working with multiple teams to improve processes.• Perform Root Cause Analysis reviews for Major Incidents• SWift Action Tactical Call Management• Communicate and coordinate triage activities at a technical level during outages.• Coordinate continuous improvement through the assurance that new processes are documented, communicating all changes to principle stakeholders Show less

 Incident Management intake\assignment of daily incidents, serviceRequests and SLAs via comprehensive investigation to resolution Que monitoring of email incidents, alerts and breaches Data quality review of unassigned tickets, duplicates, misroutesaged incidents, customer updates and pended tasks Coordinate, collaborate and communicate with technology teams viathe workflow process to drive incident resolution Oversight of L3 OLAs, assignments, escalations… Show more  Incident Management intake\assignment of daily incidents, serviceRequests and SLAs via comprehensive investigation to resolution Que monitoring of email incidents, alerts and breaches Data quality review of unassigned tickets, duplicates, misroutesaged incidents, customer updates and pended tasks Coordinate, collaborate and communicate with technology teams viathe workflow process to drive incident resolution Oversight of L3 OLAs, assignments, escalations, updates and resolutions Service Quality of incident reviews, customer follow ups and surveys Service Restoration management via team collaboration and communication Show less

ITSM: BMC Remedy Ensure/confirm accurate asset management (ITAM) and tracking Reconcile (HLQs) High Level Qualifiers, (HSA) Host Server Acronyms and Stewardships to meet the asset name, asset id and acronym names standard requirements Coordinate, collaborate and communicate with technology teams to obtain and confirm technology assets of identification, utilization and status Manage complex, non-routine and escalated systems administration… Show more ITSM: BMC Remedy Ensure/confirm accurate asset management (ITAM) and tracking Reconcile (HLQs) High Level Qualifiers, (HSA) Host Server Acronyms and Stewardships to meet the asset name, asset id and acronym names standard requirements Coordinate, collaborate and communicate with technology teams to obtain and confirm technology assets of identification, utilization and status Manage complex, non-routine and escalated systems administration tickets and tasks via Remedy and Smart IT(Work Orders) Monitor systems and performs maintenance and provisioning support for hardware, such as telecommunication equipment, printers, software and video/audio equipment as assigned Show less

ITSM: Ivanti Incident Mgmnt: Queue, ticket and requests review, escalations, tasksupdates and resolutions Problem Mgmnt: Record creation, notification, task assignment, updatesworkarounds, root cause analysis and resolution Change Mgmnt: Record creation, Owner/Task assignment, Change meetingsEmergency/Scheduled Maintenance notifications Asset Mgmnt: Identify, Catalog, Control, Maintenance, Report, Audit Knowledge Mgmnt: Content, Maintenance, Review Team… Show more ITSM: Ivanti Incident Mgmnt: Queue, ticket and requests review, escalations, tasksupdates and resolutions Problem Mgmnt: Record creation, notification, task assignment, updatesworkarounds, root cause analysis and resolution Change Mgmnt: Record creation, Owner/Task assignment, Change meetingsEmergency/Scheduled Maintenance notifications Asset Mgmnt: Identify, Catalog, Control, Maintenance, Report, Audit Knowledge Mgmnt: Content, Maintenance, Review Team Management: 10 Helpdesk TechniciansITOPS: SABA, Preparis, Chrome River, SharePoint Performance Mgmnt: PDPs, PIPs, YTD Gap Analysis, Annual Reviews Service Quality: Call Monitor/Incident/Survey review Workforce Mgmnt: Weekly Schedule, Overtime, Shift Modifications, Time Card /Time Off Approvals Learning & Development: New Hire Training/Exams, Departmental/Cross-Site Training, Learning Plans, Knowledge Checks Recruiting: Phone Screens, Panel Interviews, Evaluations, Hiring Communications: Global Notifications, Emergency Response System Expense Mgmnt: Expense, Invoice submittals Technical Writing: Training Plans, Exams, QRCs, QRGs, Knowledge Checks Show less

ITSM: Atlassian Incident Mgmnt: Queue, ticket and requests review, escalations, tasksupdates and resolutions Problem Mgmnt: Record creation, notification, task assignment, updatesworkarounds, root cause analysis and resolution Change Mgmnt: Record creation, Owner/Task assignment, Change meetingsEmergency/Scheduled Maintenance notifications Asset Mgmnt: Identify, Catalog, Control, Maintenance, Report, Audit Knowledge Mgmnt: Content, Maintenance… Show more ITSM: Atlassian Incident Mgmnt: Queue, ticket and requests review, escalations, tasksupdates and resolutions Problem Mgmnt: Record creation, notification, task assignment, updatesworkarounds, root cause analysis and resolution Change Mgmnt: Record creation, Owner/Task assignment, Change meetingsEmergency/Scheduled Maintenance notifications Asset Mgmnt: Identify, Catalog, Control, Maintenance, Report, Audit Knowledge Mgmnt: Content, Maintenance, Review Team Management: 5 Helpdesk Technicians ITOPS: Atlassian, SharePoint Recruiting: Phone Screens, Panel Interviews, Evaluations, Hiring Training: Technician Mentoring, Coaching Performance Mgmnt: PDPs, PIPs, YTD Gap Analysis, Annual Reviews Service Quality: Call Monitor/Incident/Survey review Workforce Mgmnt: Weekly Schedule, Overtime, Shift Modifications, Time Card /Time Off Approvals Onboard Mgmnt: New client intake process (MSP) Documentation: Content, Policies, Procedures Manager: 5 Helpdesk Analysts Show less

 Windows 7 Project coordination, Desktop migration services End user validation from the Tier II transitional group leads Deployment life cycle phasing in cycling the project worksheet to UAT\Pilot testing review and onto Tier II deployment group Project Communications-Updates, Milestones, Agendas

ITSM: BMC Remedy Incident Mgmnt: Queue, ticket and requests review, escalations, tasksupdates and resolutions Asset Mgmnt: Identify, Catalog, Control, Maintenance, Report, Audit Knowledge Mgmnt: Content, Maintenance, Review Team Management: 12 Regional/6 Dispatch Technicians ITOPS: Remedy, Clear Vision Local/Regional Branch Operations Administrative/Technical escalation point Project Mgmnt: Technology initiatives (W7, Thompson… Show more ITSM: BMC Remedy Incident Mgmnt: Queue, ticket and requests review, escalations, tasksupdates and resolutions Asset Mgmnt: Identify, Catalog, Control, Maintenance, Report, Audit Knowledge Mgmnt: Content, Maintenance, Review Team Management: 12 Regional/6 Dispatch Technicians ITOPS: Remedy, Clear Vision Local/Regional Branch Operations Administrative/Technical escalation point Project Mgmnt: Technology initiatives (W7, Thompson One) Technical Writing: KB articles, Policies, Procedures Recruiting: Phone Screens, Evaluations Windows XP/7 System support Software/Hardware support Remote Desktop support Local/Network printer, scanner, MFP support VoIP support, deploy, configure Hardware lease refresh Server/Network/Telecom: Hands on support Show less