Provide day-to-day leadership in Major Incident Management• Development and maintenance of incident management processes for responding to Major incidents of varying urgency and complexity.• Formation or activation of ad-hoc teams as necessary to provide support and to engage in service restoration efforts.• Document incident lifecycle within ServiceNow, to include Root Cause Analysis• Facilitate/Participate in Root Cause Analysis meetings.• Timely communication, status and escalation with affected organizations and IT services leadership for relevant-impactful incidents• Provide day-to-day leadership to ITOC Operations Specialist Adeptly performs Incident Management, identifying root cause(s), categorizing incident severity, notifying appropriate parties for resolution, swiftly and skillfully communicating issue(s) to user communities while accurately documenting steps taken to resolve incident(s), accurately updating department knowledgebase.• Monitors all supported hardware and applications to ensure availability and maximum up time, performing Tier 1 and Tier 2 level triage, logging all incidents in ServiceOnline.• Development and implementation of critical alert handling process - to include escalation paths• Coordination with Service Desk, Change Management and Performance Management (Monitoring) functions to foster accurate communications and informed actions/responses.• Develop metrics and reports (for Major Incident Management and ITOC) to present monthly.

• Monitor email, ServiceNow tickets and application/hardware monitors (SolarWinds, DynaTrace and Zenoss), to identify potential P1 or P2 incidents. • Collaborate with team managers, technical experts and support teams to ensure swift service restoration.• Build relationships with Customers, Business Partners and Support Management.• Provide email and GroupMe text updates on all incidents, to varying levels of Ceridian staff• Capture all incident details (affected customers, impact, application and/or hardware), update via Skype or Zoom meeting whiteboard, all actions taken to restore service.• Facilitate Root Cause Analysis (RCA) meetings and drive technical teams to define root cause, work-around or permanent solutions.• Analyze incident trends and recommend corrective actions as necessary• Educate IT and the business about incident management, risks and controls, and industry best practices. • Worked closely with Change Management leader on major incidents and correlate them to requested changes.

• Monitored, detected, communicated and handled all operational related service interruptions.• Ensure timely declaration and escalation of unplanned/planned service disruptions.• Proactively communicate service impacting incidents to Stakeholders.• Document incident timeline.• Facilitate Root Cause Analysis meetings• Collaborate with peripheral support teams to develop incident management processes.• Develop appropriate Service Level Agreements among business partners and support teams.

• Lead and provide support to Production/Incident Management team. • Train new-hires to be proficient in Incident Management• Develop and maintain Incident Management processes and escalation procedures.• Distribute and monitor workload.• Coordinate with infrastructure and application teams to restore service for all application, network, infrastructure, and facilities (P1 or P2) incidents.• Facilitate Root Cause Analysis meetings with various technical teams to investigate and document root cause of major incidents. • Monitor applications and infrastructure using online ticketing systems, advanced and mid-level monitoring tools to prevent major incidents from occurring.

• Successfully teaches elementary school students how to operate a computer, become proficient using the MS Office suite and how to effectively use and navigate the internet as an important research and learning tool• Designs, develops and delivers grade-specific curriculum• Evaluates and grades students' class work, laboratory work, assignments and papers, maintaining student attendance records, grades and other required records• Assesses, coaches, mentors and documents individual progress after establishing general knowledge to further develop student technical proficiency• Provides expert onsite technical software and hardware support for the school faculty and staff.

• Provides expert technical support leadership to 1st shift, overseeing and directing Support Analyst teams.• Lead team in migrating day-to-day responsibilities to offshore resource, which included; training, support and oversight.• Assisted in the interview of new-hires and provided feedback for performance evaluations.• Adeptly performs Incident Management, identifying root cause(s), categorizing incident severity, notifying appropriate parties for resolution, swiftly and skillfully communicating issue(s) to user communities while accurately documenting steps taken to resolve incident(s), accurately updating department knowledgebase.• Monitor and prioritize cyber-security threats and escalate appropriately.• Monitors all supported hardware and applications to ensure availability and maximum up time, performing Tier 2 and Tier3 level support, logging all incidents, troubleshooting and resolutions in ServiceOnline, a ticketing software application.

• Provides expert technical support leadership to 1st shift, overseeing and directing Support Analyst teams.• Lead team in migrating day-to-day responsibilities to offshore resource, which included; training, support and oversight.• Assisted in the interview of new-hires and provided feedback for performance evaluations.• Adeptly performs Incident Management, identifying root cause(s), categorizing incident severity, notifying appropriate parties for resolution, swiftly and skillfully communicating issue(s) to user communities while accurately documenting steps taken to resolve incident(s), accurately updating department knowledgebase.• Project Coordinator for Corelogic’s Service Center.• Vital in assessing systems and issues, making sound recommendations for process improvements to maximize quality, efficiency and productivity• Monitors all supported hardware and applications to ensure availability and maximum up time, performing Tier 2 and Tier3 level support, logging all incidents, troubleshooting and resolutions in ServiceOnline, a ticketing software application• Skillfully provides 1st level triage for Routers and Switches

• Developed detailed system escalation and response procedures based upon business and system needs• Provided primary support of legacy, proprietary, 3rd party and various other applications, including providing 2nd level support for high availability applications• Provided primary support for OnBase document management system• Successfully and consistently monitored critical business system processes and escalated issues as applicable• Authored documentation on trend analysis, cross training and system troubleshooting

• Developed detailed system escalation and response procedures based upon business and system needs• Provided primary support of legacy, proprietary, 3rd party and various other applications, including providing 2nd level support for high availability applications• Provided primary support for OnBase document management system• Successfully and consistently monitored critical business system processes and escalated issues as applicable• Authored documentation on trend analysis, cross training and system troubleshooting

• Provided Tier 3 support to 10,000+ end users in an enterprise environment using Remedy trouble ticket software to document and track calls and issue resolution• Supported Windows 95/2000, MS Outlook and multiple proprietary applications• Provided phone support for remote access using Shiva & Token Cards• Supported WAN/LAN issues, verifying cabling, utilizing ping and trace• Coordinated and facilitated BridgeLines during critical outages

• Provided Tier 3 support to 10,000+ end users in an enterprise environment using Remedy trouble ticket software to document and track calls and issue resolution• Supported Windows 95/2000, MS Outlook and multiple proprietary applications• Provided phone support for remote access using Shiva & Token Cards• Supported WAN/LAN issues, verifying cabling, utilizing ping and trace• Coordinated and facilitated bridge lines during critical outages