University at Buffalo

Hutch Tech

Incident Manager at Verizon Media

Skills: Critical Incident Response · Communication · Management Professional · ITIL · Security Incident Management

Yahoo

Major Incident Manager

Verizon Media

Incident Manager

	Extensive use of ServiceNow incident management ticketing tool. Used to document, resolve, and escalate tickets to appropriate groups. Knowledge of reporting from ticketing systems.
	Perform extensive hardware repairs to Dell and HP laptops, notebooks, and servers. In charge of part ordering.
	Support core Microsoft technologies including Windows, Microsoft Office, and Outlook
	Support virtualization technologies HVD and Citrix
	Experience supporting latest mobile technologies IOS, Android, and Blackberry
	Extensive experience supporting web based apps and  various other applications in the environment.
	Constantly exceed SLA's
	Team recognized as top performing in organization for four years

Crossfuze

Manager

Performed Internet troubleshooting.
Configured cable modems and routers.
Handled escalation from level 1 technicians.
Provided advanced networking support.

Adelphia Cable Communications

Technician Level II

	When I obtained Manger position for Sony turned worse performing team to first for two straight years
	With every client I worked with I always became a technical lead due to my technical skills and focus on the customer.
	Extensive use of Remedy ticketing system
	With Intel supported networking technologies

Mark Schirrmacher