Englewood, Colorado, United States
Specialties: Incident Management, Problem Management, IT operations, Advanced Excel / Visual Basic, Infosec, and Infrastructure Monitoring
Incident / Problem Manager for EFTPS (Electronic Federal Tax Payment System) program.
Managed outages to recover from critical impact. Hosted bridge calls and chats, coordinated with internal teams and client, and sent incident notifications. Supported accounts included Gap, Hitachi, British Petroleum, and Ameriprise Financial.
Managing business impacting incidents, monitoring infrastructure, performing outage / alarm escalation, sending detailed outage notifications.
IBM Help Desks: Lenovo Experts Live and the Hess Global Service Desk.