Theodore Ames Email and Phone Number

• Lead and manage the Incident Management Team (4 US + offshore staff). Manage and direct the building of all Incident Management processes and procedures, including Knowledge Base Articles and standards. Lead critical and high incidents for the customer which has multiple locations. On-call 24x7x365 as the lead for the Incident Management Team.• Compile and analyze product and business unit data in order to identify improvement areas to reduce incident count and mean time to repair. Responsible for all process improvement areas to identify and drive process improvements across multiple businesses and areas. • Manage the relationship between NIIT Technologies and the customer. Act as a liaison and address and escalate customer issues on a regular basis. Involved in customer meetings with senior management to discuss the progress and review statistical analysis.• Manage technology projects including project planning, scope, assigning resources to tasks, identifying and escalating technical issues and problem resolution.

Continued to work at the Command and Control Center from Siemens, which transitioned to Atos. Duties included Incident management and second and third level support. Given the roll of shift lead and was designated a SME for the Caesar’s account. Responsibility included monitoring the performance and team training, in addition to tracking staffing and time-off for team members. Monitor for Critical, Super Critical and Major incident issue. Often called to remotely connect to the network from home to set up and lead conference calls. Frequently, running one or more conference calls with IT support and upper level management, keeping management updated, and helping technical conference by escalating to the proper support teams. Responsible for sending out initial, update and closure alerts, and notifications via the email system keeping the customer informed on any issue.As a Process Analyst Creating processes for accounts mainly Caesar’s and new account go live with the BCO. Monitored and reviewed P1 ticket handling by agents with the BCO team. Reported on the time, accuracy and content of broadcasts for P1 issues. Coached agents on process when incorrectly followed during a critical outage. Joined and ran conferenced call to report critical issues for customers mainly the Caesar’s account. Worked with account managers to refine contacts and process for working critical incidents. I was tasked to order PC’s, PC peripherals and set up new account access for new hires. Worked remotely from home once a week. Expected to be on call all hours to join conference calls to act as a Lead Major Incident Commander.

• Tier 1 level IT support to enterprise customers via telephone or the internet ticketing system. Troubleshoot problems with all internal systems, including Microsoft products, and other vendor supported applications, by following the Incident Management process.• Managed incidents via phone and web ticketing through ITSM ticketing system. • Responsible for contacting proper support teams, administering conference calls, and following set escalation procedures during scheduled and unscheduled outages.• Training program created for new staff members and help desk agents – training all new employees on the Caesars critical incident management processes.• Monitored all AS400 casino and hotel system interfaces and subsystems to ensure availability and efficiency.• HEAT Ticketing System to assist internal customers with technical support. Verified and entered user request forms for access to internal network systems.

Monitored all AS400 casino and hotel system interfaces and subsystems to ensure availability and efficiency. Performed clerical work as necessary. Used HEAT Ticketing System to assist internal customers with technical support. Verified and entered user request forms for access to internal network systems.