Marcus Bond Email & Phone Number

Aurora, Co, Us

Denver, Colorado, Us

Modivcare, Englewood, COApplication Support Analyst III 2020 – 2023• Create incidents, identify gaps, and escalate to appropriate teams during major outages providing status updates to resolution.• Works closely with other operational groups to resolve ongoing and frequently re-occurring issues.• Monitors the health of applications and dashboard and provides data analysis when anomalies occur in the environment.• Supports transportation providers with account creations and assists with their billing issues.• Perform various customer services functions to assist members, drivers, and providers with account maintenance.• Provide technical assistance to process transactions to aid development operations upon system and application failures.• Work closely with development applications teams researching issues and providing feedback of process failures to assist with broken features of applications and website.• Create and update documentation run books for onboarding of new hires.• Creates and submit Jira request for problems identified and project enhancements. • Work closely with Product owners and report problems when features are not functioning as design.

Englewood, Co, Us

• Utilizing ITIL best practices, ensured problems were resolved promptly and efficiently• Owner and supporter of standard operating procedures for problem management department • Provided organizational training on problem management and root cause analysis procedures • Facilitated root cause discussions in order identify true root cause, impact, and resolution actions • Introduced outage timeline metric to senior leadership that measured response and resolution performances for each team participating in the process• Chaired daily management call that reviewed previous day’s incidents and upcoming planned changes• Managed and presented monthly key performance indicators (KPIs) for senior leadership and operations management related to business service downtime, incident and problem trends, and business/financial impact• Published a detail summary for all major outages recapping business impact, root cause, resolution actions, and permanent solution

Englewood, Co, Us

• Managed defect analysis workstream as part of “Billing Transformation / Conversion Project” – one of DISH Network’s key initiatives in 2012-2013• Performed regular configuration and data updates to the CSG billing platform to support business and IT objectives• Partnered closely with application management to improve and streamline processes within the lifecycles

Englewood, Co, Us

• Responsible for driving and managing the efficient resolution of daily IT related incidents that impacted the DISH network enterprise• Worked with a broad range of technical teams to identify and resolve the source of all incidents/outages• Worked closely with Problem Management team and resolver groups to produce root cause analysis• Worked closely with vendor management to obtain post-mortem details from third-party entities• Published company-wide communications about major outages

Englewood, Co, Us

• Supported billing applications to enable call center, back office, and other business processes• Performed server maintenance, patching, and service restarts• Authored and updated operational runbooks • Troubleshooting of operational issues utilizing monitoring tools and technologies, such as CA Wiley, Dynatrace, HP OpenView and ServiceNow

Englewood, Co, Us

• Gathered requirements for Adhoc reporting and created business case documentation• Interfaced with developers to properly hand-off business cases• Created data marts and trained users on how to generate reports