Senior resource of the Major Incident Management team that leads and coordinates the restoral of incidents back to normal business operations. Manage conference meetings with both business and/or technical resources during Major Incidents, retrospectives or problem reviews.Managed teams and ensure that they are resolving incidents within SLA targets and with minimal impact to the business.- Responsible for reviewing impact and urgency definitions and confirm priority level.Responsible for ensuring that the governance of the Incident and Problem process is adhered too.- Defined policies for the organization regarding Incident and Problem Management.- Participated on improving and defining the Incident and Problem Management process maps and design.- Participated in Incident and Problem Management demonstrations.- Assisted during new acquisitions and ensure that the Incident and Problem Management process was adapted.Responsible for communicating to various stakeholders including both technical and business audiences.- Developed in-house notification suite that assists the team with sending out communications to both internal and external audiences.- Created an incident matrix for critical business applications and core infrastructures that assists Incident Management with quickly determining impact statements, resources and affected audiences.Produce and review reports with key stakeholders.- Developed in-house tooling that assists with providing an overall visibility to our ITSM Analytics, KPIs and metrics.- Developed multiple in-house applications to assist the organization with automation of frequent tasks, scheduling and reporting. Ensures that Problem Management tasks are assigned, and that root cause is determined to reduce the number of reoccurring incidents.Part of the designated Major response team during the implementation and startup of Sonnet and Vyne. Assisted with on-boarding various support vendors.

Responsible for the overall status of BlackBerry Operations. First-level management liaison between departments and external contacts for problem investigations, high severity incidents, change management, incident management and technical troubleshooting. Received positive feedback from executives for utilizing Kepner-Tregoe troubleshooting skills during high severity incidents. - Reviewed and approved internal and external communications geared towards executives, premier customers and carriers globally.- Ensured that Service Level Agreements (SLA) were met to avoid penalties.- Accountable for ensuring that the Global BlackBerry Infrastructure was fully monitored and triaged.- Conducted post incident reviews to isolate extending factors and highlight areas of improvement.Analytical and innovated professional who collaborated with operation administrators and leaders to design, develop, and implement monitoring solutions that identified problems and highlighted metric deviations. - Displayed graphical solutions, trend charts and dashboards across multiple video panels (Video Wall) to ensure services were monitored effectively. Charts, graphs and dashboards were utilized by all departments to closely monitor their service during maintenance and referenced during capacity reviews. - Project saved the company from spending approximately $1 Million dollars towards hardware replacement and construction costs.

Technically responsible and accountable for a 24x7 global infrastructure. Experience in leading on-going incidents to help determine root cause. Coached and mentored administrators during investigations in order to meet high availability targets and to improve efficiency. - Created support documentation and reviewed standard operating procedures / method of procedures.- Developed and maintained multi-tiered applications to help improve staff efficiency and reporting.

Maintained and monitored a 24x7 network infrastructure to ensure availability. Conducted technical log analysis, troubleshooted reported issues and performed maintenance on systems when required. - Created shell scripts that helped improve efficiency and reduce repetitive tasks.- Wrote service verification documentation that helped validate a service or feature.- Investigated, maintained and supported servers, databases and systems by remotely restarting services, performing upgrades, and replacing hardware. Technical Skills Operating Systems Windows, Unix and Linux, Mobile Technology Scripting Languages Bash, SQL, PHP, HTML, Javascript Tools IBM Management Center, mySQL, Remedy, Confluence, HighCharts Some Knowledge of VMWare, Oracle and Networking

Captured incident time lines, maintained incident bridges, and gathered / reviewed BlackBerry Operations statistics that helped improve on-going investigations and post incident reviews.- Responsible for sending both internal and external notifications to customers and carriers.- Responsible for answering all calls into the BlackBerry Network Operations Center.

Main point of contact for students and staff when they experienced hardware and software related problems. Provided on the spot training that assisted individuals to better understand computer applications. Troubleshooted immediate production issues across multiple campuses.- Maintained documentation and inventory of computer parts.- Maintained internal and external websites such as the Virtual Help Desk.- Assisted the Network Support Analysts by troubleshooting network related issues in server rooms and at remote campuses.- Assisted the Network Administrator by monitoring traffic levels.- Elected Support Staff Health and Safety Officer