JEA Senior Incident Manager Resume Sample

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JEA Senior Incident Manager Resume Sample (Text version)

Pierre Hauser

Address: Marco Island, 99999, Florida
Email address: hello@kickresume.com
Phone number: 999-999-9999

Work experience

06/2016 - Present, Auto Broker, Hauser Autohaus, Fleming Island, Florida
2007 - 05/2016, Data Analyst - Assistant Vice President, Merrill Lynch, Jacksonville, Florida

· Reported predetermined KPI’s on many monthly reports to Senior Leadership Team

· Metrics provider for key stakeholders on the Premium/Standard Service Desk and various BAC lines of business

· Produced metrics and reporting analysis in a MS Excel and MS PowerPoint dashboard format for BAC and Legacy Merrill LOB’s

· Member of UAT testing team for MicroStrategy to ensure data quality and data availability for all users after scheduled/unscheduled updates and/or platform changes

· Provided service, quality feedback and data analysis for ad-hoc reporting and LOBs with the use of MS Excel VLOOKUP’s and pivot tables in a report cards format

· Provided custom MicroStrategy subscriptions to the Premium/Standard Service Desk and various BAC LOB’s

· Chaired and co-chaired project management teams with team members and LOB’s to document reporting needs and any needed training on the MicroStrategy platform

· Searched for ways to streamline standard reports via automation with VBA macro use, subscription based reports and leveraged offshore teammates that decreased delivery times for all reporting frequencies

· Created standard production reports with pre-set attributes within MicroStrategy that was used for daily, weekly and monthly reports

· Warehoused extracted data in a SQL database that was utilized by the Premium/Standard Service Desk Management Team to create personal reports

2004 - 2007, EUC Branch Office Services (Warroom) - Assistant Vice President, Merrill Lynch, New York, New York

• Provided 2nd and 3rd levels of support for 25,000+ workstations across 650 branches throughout the United States

• Monitored Application servers via Sitewatch monitoring tools escalating and rebooting servers when necessary

• Support Multiple domain accounts via Microsoft Active Directory 

• Maintained and supported Branch servers for 650 branches

03/2001 - 2004, Manager of the Technology Service Group - Assistant Vice President, Merrill Lynch, New York, New York

• Supervised a staff of fifteen service technicians

• Managed personnel skill sets via the use of Lucent CenterView tool that resulted in 98% call waiting reduction

• Optimization plan implemented that reduce overtime costs by 90% and maintained operational efficiency among all shifts

• Maintained staffing schedule that produced 98% schedule adherence 

• Re-developed and produced monthly service awards

Skills

Specialties
Microsoft Office Suite
Adobe Creative Suite
Advanced Microsoft Excel
VBA macros
Excel Pivot Tables
Visio
SharePoint
OneNote
PowerPoint
MS SQL Queries
Python
IBM Cognos
Microsoft Windows 9x-7
BMC Remedy
IBM Maximo Asset Mngmt
Micro Strategy
JMP
Microsoft Active Directory

Education

08/1998, Diploma in Data Center Support, THE CHUBB INSTITUTE, Parsippany, New Jersey
1989, Earned credits toward a degree in Mechanical Engineering, VIRGINIA UNION UNIVERSITY, Richmond, Virginia

Certifications

09/2011, ITIL v3 Foundation

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