About Me

Provides immediate response and coordination aimed at minimizing the duration of service interruptions. Acts are an escalation point of contact to fast track incident resolution and ensures closure of all resolved and end-user confirmed incident reco...t track incident resolution and ensures closure of all resolved and end-user confirmed incident records. Maintains trend data related to changes, incidents (incident logs) and problems for clients and executive reporting. Consults with various teams on proper integration and correlation of the change, incident and problem management process and their respective areas. Familiarity of the ITIL framework, as the Incident Management process is a key input to establish Change and Problem Management processes. Monitors the effectiveness of incident management and service request fulfillment. Participates in establishing Incident Management processes. Generates MTTR, Incident Statuses, Uptime and other ad hoc reports on a daily, monthly and annual basis for the Incident Management Director and IT Executives. Generates root cause reports and participate in Root Cause Analysis (RCA). Utilized tools such as CA Service Desk Manager, CA PPM and JIRA. Knowledge in network monitoring/troubleshooting tools such as Solarwinds Orion Platform, MRTG, Cacti, Ping Plotter and Blue Coat. Familiarity with networking protocols such as ICMP, SNMP and WMI.