Network Systems Analyst and Incident Manager

Rate, USD
$30 / hour
Work schedule
Full Time,
Language skills
Hire me

Hire me

Jobicy Account
You need an employer account to access the resume database.

About me

Resourceful problem solver with demonstrated ability to conceptualize solutions to difficult situations and employ practical, cost-effective strategies

Professional area



2015 Associate's Degree @ Wayne Community College

AAS in Computer Information Technology 2015
Diploma in Computer Information Technology 2015
Certificate in Computer Information Technology – Software Applications 2015
Certificate in Network Technology – Routing and Switching



• Aid in the establishment and implementation of application monitoring tools and processes across the organization.
• Proactive monitoring of extreme applications and drive resolution to avoid major impact thru incident management.
• Participate and facilitate maintenance WebEx for extreme applications, make sure validations are completed thoroughly and application is available for BBT clients as expected.
• Triage and administer Incident Management Process during any service disruptions.
• Conduct training and mentoring for the onboarding of new application monitoring tools and/or extreme applications for consistent support execution.
• Create, update, and audit associated procedural documentation for accuracy and relevance for use by the NOC support team.
• Research incidents and conduct reporting to better recognize trends, occurrences and provide preventative measures for long-term application stability.
• Contribute to the advancement, improvement, and creation of Incident Management processes for supporting extreme application environments.
• Demonstrate the ability to build and maintain strong working relationships with team members, peers and vendors in support of accomplishing departmental goals.
• Aid in the expansion and support of developing department procedural documentation.
• Incident Management
o Host and drive Incident Bridges to swift resolution by ensuring the proper priority is assigned, key internal and vendor resources are engaged, and bridge participants are focused on service restoral.
o Capable of identifying Urgency and Impact of incident to assign appropriate Priority.
o Ensure Incident bridges are raised quickly, whether as a response to a request or NOC initiated.
o Respond to off hour bridge support requests, when required.
o Facilitate identification of cause for service disruption and recurring malfunctions. Highlight trends and ensure proper protocols are in place and followed to prevent potential reoccurrence.
o Ensure incident bridge activity is well documented and communicated to stakeholders and included in Incident details.
o Identify owner of Incident and follow-up action items captured during the Incident Bridge call.
o Identify Key Performance Indicators for Incident Management team. Track and report against the KPI’s to drive process efficiency, enable prioritization of initiatives and quantify financial/operational benefits.
o Support and deliver on IT Operational Excellence Goals.
o Review and challenge current internal processes and identify and implement streamlined process improvements to reduce mean time to repair, eliminate inefficient processes and information/productivity bottlenecks, reduce expenses, and improve customer experience.
o Maintain effective and cooperative relationships with internal customers and vendors.
o Help to provide coaching, mentoring, and training for new or less experienced team members.
o Assume additional responsibilities as required to fulfill operating goals.
o Capture, triage, and escalate incidents to technical teams, as necessary
o Ensure all the necessary IT technical business partners are on the technical bridge and lead technical triage bridge lines to fast restoral of customer-impacting incidents
o Demonstrate technical knowledge and leadership ability to direct technical teams to the root cause and resolution in a timely fashion
o Drive mean time to restore (MTTR) improvements and ensure the collection and tracking of knowledge articles to minimize MTTR, as well as effectively track and reduce repeat issues
o Create and deliver both verbal and written communications associated with customer-impacting incidents, providing end-to-end internal and external incident communications including root cause and follow-up
o Review Incident trends to proactively identify problems and initiate root cause analysis and resolution
o Assess business impact and urgency, declare a major incident and trigger business continuity procedures or disaster recovery as applicable
o Provide Incident reporting, including a detailed description of Incident from detection through problem resolution
o Provide service availability and performance metrics to support reliable reporting
o Lead problem management meetings with a focus on recent major incidents, Root Cause Analysis, and incident trending
o Track process efficacy using established Key Performance Indicators (KPIs)
o Collaborate with team members to improve the Incident management process and problem management processes
o Available to work nights, weekends, and holidays as part of on-call-rotation

Nov 2015 to May 2019 NETWORK CONTROL SPECIALIST @ Truist

• Provide first and second level technical support to an enterprise base of more than 40,000 end-users and NCHD front-line associates.
• Research and investigate trending issues and create or suggest solutions.
• Dedicated support for NCHD Incident Queue – Responsible for routing & resolving incoming trouble ticket within 24 hour Service Level Agreement.
• Function as the initial point of contact in receiving client and/or vendor requests for resolution. Employ established processes to ensure an expedient, low effort and high-quality resolution to client service requests.
• Participate in projects as directed by Network Control Help Desk (NCHD) Leadership (e.g. departmental project initiatives, systems or procedural improvement projects).
• Assist in the development of standard operating procedures and policies in a dynamically changing business environment that will result in high-quality client service.
• Assist management in populating the knowledge-based Help Desk systems with problem resolution tips and “best practices.” Participate in quality assurance and inspection activities, such as client surveys and staff presentations.

Recommend this talent

Recommend this specialist

Jobicy+ Subscription


Exclusive, experimental and pre-release features


USD $0/month

For people just getting started

Unlimited applies, interactions, and searches
Access on web and mobile apps
Access to additional tools like Bookmarks, Job Alerts, Applications and more


USD $8/month

Everything in Free, and:

Ad-Free experience
Direct messaging with Recruiters
Personal career consultant
Go to account ›