Patrick Amisi, Mba Email & Phone Number

Atlanta, Georgia, United States

As a Payment Services Expert, I lead incidents that impact the FRFS Production Operations along the defined standards and guidelines of the Incident Management Framework. Working in collaboration with the different stakeholders, technology teams, and business units, I drive fast and reliable incident resolution and therefore, support smooth service operations for Critical Payments Systems. In addition to this, I ensure timely and precise incident communication and leads incidents until resolution.Lead and manage end to end critical incident response processes.Lead Identification and categorization of all incidents according to the priority and impact for critical payments systems.Lead different incident response teams during cross functional incidents.Meets with operations, product and/or technical development staff to define and investigate problems or issues and propose solutions. Verifies results of all changes and/or enhancements.Manage after incident review and identify key performance indicators for the incident management team. Track and report against KPI’s to drive process efficiency, enable prioritization of initiatives, and quantify operational benefits.Partner with ServiceNow owner to explore the functionality and make better use of the tool.Lead and participate in Post Incident Reviews/root cause analysis as needed.Responsible to gather data for executive reports for critical incident management impacting payments system.Contribute to and lead operational reviews with key stakeholders for critical incidents.Responsible to developing, presenting, and leading in the incident management workshops, after incident reviews, and business review meetings.

Greater Denver Area

I am a co-founder of Transafrika Cultural Institutes which is a US based non-profit organizationWriting project proposals and organizing fundraising activities

East Africa Region

Cherry Hill Academy Ltd. is based in Ngong Hills Town – Kenya, and is an authorized reseller for FACTS, a Nelnet company (NYSE: NNI). Nelnet/FACTS is located in Lincoln, Nebraska, U.S.A, FACTS International has embarked on a partnership with Cherry Hill Academy (CHA) Ltd. to combine our expertise to innovate and bring serious change within Kenya and East Africa’s educational sector. We dothis with the introduction of modern, world-class school management technologies at an affordableprice. We strive to provide the best possible service to our clients, be it enabling supportfor critical daily functions, or realizing educational leaders’ insightful requirements to be modern, world class schools.

Centennial, Colorado, United States

Incident Management - manages service outage or service degrading events to enable timely restoration of service. After service has been restored lead and drive a root-cause analysis (RCA) of the event, identify the root cause and actions that can be taken and follow-up to ensure those actions have been taken. Tracking events, building reports, charts and graphs in Excel, building presentations in PowerPoint, and delivering presentations to both IT and business audiences. Ensure regular customer focused communications (both during and post-event) are provided and appropriate (alerts, statements, briefings).• Develops or modifies IT Infrastructure to meet business objectives.• Maintain and implement technical solutions, specifications, and documentation for various sized projects or daily support initiatives.• Works with multiple customers, stakeholders, and system owners to produce requirements, determine feasibility, analyze cost/benefits requirements, and recommend design solution options.• Provide training and technical support for users with varying levels of IT knowledge.• Completes routine preventative measures and maintains/monitoring network security.• Ensure regular customer focused communications (both during and post-event) are provided and appropriate (alerts, statements, briefings).• Serves as a liaison between other technical staff, management, users, and vendors regarding critical events, and driving to timely resolution.• Translates technical detail into business relevant language• Provide analysis of incident data and communication of that to technical groups and business stakeholders.• Interface with all relevant teams to ensure accurate completion, review and approval of all event analysis documentation, in addition to maintaining/updating process documents and templates.

Centennial

• This role encompasses 3 different ITIL functions: Incident Management, Problem Management, and Production Quality Management. These three functions are fused together into Production Quality team and this team performs all of these functions at various times. • Incident Management: The role of Incident Management is to ensure the goals of the Incident Management process are achieved. The primary objective of this process is to manage and coordinate technical support in order to restore service interruptions as quickly as possible. Secondary objectives include but are not limited to establish effective communications during incidents to insure technical support, customers and the management team understand the situation, escalation management, collection and reporting of key performance indicators, knowledge collection, and continuous process improvement.• Problem Management: The role of Problem Management is to ensure the goals of the Problem Management process are achieved. The primary objective of this process is to ensure that root cause analysis is performed for issues that adversely affect IT services and that action is taken so those issues will not reoccur. Secondary objectives include communicating information with support teams, management and affected parties, collection and reporting of key performance indicators, managing the knowledge database and known errors and continuous process improvement.• Production Quality Management: This role is to ensure the goals of the Production Quality Management process are accomplished. The primary objective of this process is to ensure that IT Service Management performance is tracked, managed and reported to the customer as accurately and transparently as possible. Secondary objectives include Production Quality Assurance, IT Risk Management, SLA Management and continuous process improvement.

Longmont, Colorado

• Responsible for providing leadership and direction during incidents, maintaining an overall incident perspective and ensure the Incident Command System (ICS) processes are properly followed; utilize principles and practices of Incident Command to provide calm direction in chaotic and tense situations• Lead incident team resources in the development and execution of restoration plans for system issues and outages during assigned shift from incident initiation through closure, bringing in additional resources and managing handoffs as needed• Ensure incident activities are properly documented• Work with extended incident team to improve incident and problem management processes, tools, and documentation• Supervise technical support services for assigned shift while adhering to established departmental standards and guidelines• Provide direction to staff on technical support activities and associated network elements• Assist staff troubleshooting and resolving common and escalated service requests pertaining to assigned products or services• Proactively oversee the activities involved in quality resolution of problems related to technical operations.

Mba, Business Administration, Graduated With Honors

Bachelor’S, Business Management And A Minor In Communication

Associate Degree, Business Administration, Graduated With Institutional Honors - Cum Laude

Included in the 1998 edition of Who's Who Among Students in American Junior Colleges.