profile

John Carr

Incident Manager

Melbourne, 3122, Australia

Skills

Incident & Problem Management

ITIL

Service Management

Service Delivery

About

A career driven ITIL management professional with solid commercial experience in large-scale high volume business environments delivering Information Technology services and solutions.

Education

TAFE Tasmania

I.T - Network Management , I.T - Network Management

June 2005 - June 2005

Experience

Incident Manager / Service Delivery Consultant

Hewlett-Packard

September 2010 - May 2012

Manage incidents from low to high-severity across the entire incident life-cycle in accordance with resolution and restoration SLAs. Produce proactive reports, trending analysis, service level reporting, process consultation & application of ITIL best practice. Incident Management for the ANZ Singtel Account. Co-ordinate incidents requiring multi-vendor engagement.

ex: Management
ex: Gardening
ex: PHP
RMC Command Center Engineer

Hewlett-Packard

February 2009 - November 2010

Incident Management, network and system event monitoring for various platforms performing Mission Critical functions according to ITIL practices. Directing cases to appropriate support teams, notifying remote delivery teams of Critical Incidents via warm handover.

ex: Management
ex: Gardening
ex: PHP
Helpdesk Technician - Remote Agent

Quicknowledge

September 2006 - March 2009

Answered incoming calls. Provided Level 1 and Level 2 support via phone. Up-sold training and support IT services.

ex: Management
ex: Gardening
ex: PHP
Residential Camp Counsellor USA

The Julian Krinsky Group

June 2005 - September 2005

Supervision and co-ordination of programs to enhance the well being of students.

ex: Management
ex: Gardening
ex: PHP

Workplace personality

100+

Company Size

12

Day Length

25+

Team Size

Loud

Noise Level

Formal

Dress Code

Benefits

Cafeteria

N/A

Commute

Relocate

Paid Vacation

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