Trystan

High Severity Incident Manager

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Overview

Looking for full-time work (8 hours/day)

at $7.95/hour ($1,400.00/month)

Bachelors degree

Last Active

January 5th, 2023 (448 days ago)

Member Since

September 11th, 2016

Profile Description


After getting a degree of BS Information Technology I started working in a contact center as a technical solutions provider for accounting software. After a year I moved to an IT company (ATOS IT formerly Siemens IT Solutions) providing IT Services for their customers. As a service desk representative part of my job was to provide solutions for every kind of IT related issues for our company’s customers. Within 1 year I was able to be promoted from Level 1 to Level 2 engineer. On my third year I applied internally in our company as an Incident Manager (for Nokia Siemens Networks) following ITIL based processes. Joining Incident Management team gave me a huge knowledge in IT Service Management. Aside from handling major incidents part of my job is to create and maintain our web based knowledge base for my colleagues to use. We also send communications to our clients with regards to the status updates of an incident. We facilitate and manage meetings between technical teams for faster incident resolution. After being part of incident management in ATOS IT I applied to a much larger company known as Hewlett Packard. I started working as a High Severity Incident Manager leveraged for multiple customers. Our teams’ job is to receive reports of Major Incidents from Service Desk and to gather the appropriate teams to resolve the incident within the agreed SLA. We send communications to our clients even facilitate management meetings for us to provide timely updates during incidents. We also send communications to impacted end users so they would know what to expect during the outage. After the incident has been resolved we continue our meeting with the technical teams to perform root cause analysis to avoid recurrence of the incident. If changes in the infrastructure are required, we determine what type of Changes will be appropriate for that situation. We need to consider if there are other changes in the same environment within the day or previous changes that has to be rolled back to resolve the issue permanently (if only work around was applied). If determined required, we gather necessary information (Outage required, Downtime length, cost, Do we have enough resources? Etc.,) so we could present change proposal to our clients.

In regards to my experience in Web design, I have 2 years of experience doing
Web Design using CSS3 & HTML5. I also do incorporate graphics made from
Photoshop and Adobe Illustrator for more detailed layout and banners. I also
had a chance to develop a web based tool (Knowledge Based) in HP- This is a
process guide for my colleagues. I am also Co-Founder of BandBoxPH (xxxxxxxx) I
do the webdesign & database administration on that site.

At present time, I am working as an E-Commerce support for Supply Chimp LLC. Most of my tasks are creating and enhancing html and css pages, edit and upload images, manage reports coming from Magento via Magento Store Manager, Import and update new and existing products in Magento via Magento Store Manager, qualify vendors to be part of the business etc..


If you want accuracy without compromising the quality, honesty and above all
integrity- for me, that is what I believe one employee should posses and that
makes me different and better than other applicants.


Contact information:

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Regards,

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Age
Not Specified
Gender
Male
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Tests Taken
IQ
Score:  125
DISC
Dominance: 44%
Influence: 18%
Steadiness: 16%
Compliance: 22%
English
C2(Advanced/Mastery)
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