JEA Senior Incident Manager Resume Sample

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JEA Senior Incident Manager Resume Sample (Versión de texto)

Pierre Hauser

Address: Marco Island, 99999, Florida
Email address:
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


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


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


09/2011, ITIL v3 Foundation

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