# Network Systems Analyst and Incident Manager Location[United States](https://jobicy.com/resume-region/united-states.md)Rate, USD $30 / hourWork schedule Full Time, Links Language skills EnglishAvailable for Hire Yes [Hire me](#resume-dialog) Save Log in to save ## About me Resourceful problem solver with demonstrated ability to conceptualize solutions to difficult situations and employ practical, cost-effective strategies ## Professional area ### [Developer & Engineer](https://jobicy.com/resume-category/dev.md) ## Skills ### [IT](https://jobicy.com/resume-skill/it.md) ## Education 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 ## Experience May 2019 to currnet NETWORK SYSTEMS ANALYST I; INCIDENT MANAGEMENT @ TRUIST (FORMALLY BB&T) • 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 ## Related resumes * [![Photo](https://jobicy.com/react/themes/app/images/candidate.png) Data / BI AnalystThailandI am a Data & Operations Analyst with a Software Engineering background, and I focus on turning operational data into clear, decision-ready reporting. 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