Michael Spink Email and Phone Number

Overall communications of a major incident to the affected part of the organization which includes the notification of the incident conclusion.Incident escalation process to IT and the Business Senior Executive team.Weekly reporting of Sev 1 incidents that will include root cause analysis documentation.Maintaining the Incident Management process along with working with other teams using ITIL standards to create and maintain the process.Creating Monthly statistics of all incidents and setting up processes to track metrics and produce statistical reports on the process.Develop and maintain the Incident management process including documenting process and procedures (using ITIL standards).Manage all severity 1&2 incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific Business Unit, Owner(s) and engaging the appropriate resolver group.Act as Sev 1 Incident Manager on callProvide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure.Provide metrics and hold weekly post Incident Review Analysis meetings, detailing failings or concerns experienced during incident handling that will feed into continual service improvement plans, process and training.Coordinate resolution efforts across multiple applications and groups.Assists the Critical Escalation Management team to write, validate and distribute any required communication that sent to executive leadership, IT management, customers and lines of business as well as communications to external customers.Interfaces with Internal and external clients as well as vendors on an as needed basis to discuss problem assessment and to facilitate the coordination of client resources to resolve the problem and minimize the impact. Monitor the efficiency and effectiveness of the Incident Management process and makes recommendations for on-going improvements.

Overall communications of a major incident to the affected part of the organization which includes the notification of the incident conclusion.Incident escalation process to IT and the Business Senior Executive team.Weekly reporting of Sev 1 incidents that will include root cause analysis documentation.Maintaining the Incident Management process along with working with other teams using ITIL standards to create and maintain the process.Creating Monthly statistics of all incidents and setting up processes to track metrics and produce statistical reports on the process.Develop and maintain the Incident management process including documenting process and procedures (using ITIL standards).Manage all severity 1&2 incidents from inception to resolution, ensuring quick and correct assessment of the issue, including identifying the impact to a specific Business Unit, Owner(s) and engaging the appropriate resolver group.Act as Sev 1 Incident Manager on callProvide prompt periodic progress updates to the appropriate parties until detection of the root cause and issue closure.Provide metrics and hold weekly post Incident Review Analysis meetings, detailing failings or concerns experienced during incident handling that will feed into continual service improvement plans, process and training.Coordinate resolution efforts across multiple applications and groups.Assists the Critical Escalation Management team to write, validate and distribute any required communication that sent to executive leadership, IT management, customers and lines of business as well as communications to external customers.Interfaces with Internal and external clients as well as vendors on an as needed basis to discuss problem assessment and to facilitate the coordination of client resources to resolve the problem and minimize the impact. Monitor the efficiency and effectiveness of the Incident Management process and makes recommendations for on-going improvements.

• Providing technical support over the phone to all IT users.• Handling incoming incidents via the phone / e-mail promptly and effectively.• Diagnosing and resolving a wide range of technical issues over the phone.• Take ownership of a call and seeing it through to closure.• Escalating calls and issues where necessary to senior managers & team leaders.• Ensuring that all call details are captured and entered in the logging system• Answering & responding to all calls & requests within agreed time scales.• Keeping customers updated as to progress.• Provide troubleshooting and configuration support for client desktop and networking environment

• Developed efficiency-enhancing workflow/process improvements that made it possible to accommodate increasing responsibilities • Handled the responsibilities of answering phone calls and solving routine customer inquiries• Responsible for maintaining records of attendance, inventory and payroll of the employees• Distributed incoming mail and processed outgoing mail.• Desktop support for both PC/Macintosh, resolution of issues email, applications, virus protection, enforcement of group policies and special needs

• Desktop support for both PC/Macintosh, resolution of issues email, applications, virus protection, enforcement of group policies and special needs.• Inventory control (Asset Management) for software, hardware and applications for the entire corporation.• Rollout & Migration to Windows NT Server and Workstation OS’s. • Supported all production servers that handled the system critical manufacturing process.