Ronald Lopez20415 Oakbrook Lane

Parker, Colorado 80138(H) 303-284-9636 (C) 303-507-6779

Rl1inco@comcast.net

Objective: To obtain a leadership position where I can utilize my past management skills leading high performing teams, including Incident Manager/Incident Triage, Networking and/or People Management.

Relevant Skills: Current and working experience of global IT operations including, Network, Service Desk

and Change management Profound knowledge of incident response management Proficient with ITIL processes and practices Ability to make strategic and tactical decisions Multi-task in a fast-paced ever changing environment Strong verbal and written communication skills with the ability to communicate technical

information in non-technical language

Work Experience:

03/2016 - Present Major Incident ManagerVisa, Highlands Ranch, CO Lead incident resolution from initial occurrence to successful outcome following the

ITIL/ITSM best practices for Global IT organizations. Ability to communicate effectively throughout the incident management process with

Executive Management, Client Services and other Event Managers to ensure proper and timely status updates are delivered using correct technical writing and verbal skills.

Strong collaborative relationships with various support teams and the ability to guide, direct, coordinate and control priority problem bridges.

Conduct and document formal lessons learned sessions for high severity incidents and other development related issues.

Drive reactive problem management after restoration of services including root cause investigation, building of corrective actions and required documentation.

Strong interpersonal skills and the ability to excel as part of a team.

02/2010 – 03/2016 Global Incident ManagerFirst Data, Denver, CO Manage incident resolution from initial occurrence to successful outcome following the

ITIL management process Drive global troubleshooting bridge calls by facilitating workaround strategy discussions

with multiple support groups; quickly diagnose incident's impact on the organization and work with fix agents in determining the best course of action

Ensure impacting events are recognized, managed and communicated effectively and professionally, resulting in restoration of normal service quickly, efficiently and with focus on minimizing impact to customers and/or internal users

Make decisive and educated decisions, which will ultimately reduce an incident's Mean Time to Repair (MTTR)

Establish immediate event priorities, reporting of event and path to system recovery Primary focus on service restoration, recovery and SLA (Service Level Agreements)

Work closely with the Metrics and Documentation Teams in identifying incident trending patterns so that improvement strategies can be developed

Assisted in the development of incident process documentation, incident reports and communication to management at all levels

08/2005 - 02/2010 IT Staff Manager

First Data, Denver, CO Responsible for managing staff coverage, hiring, performance reviews, compensation and

determining promotions Maintained and managed staffing of up to 20 people at multiple locations Provided guidance, planning and direction for business units, maintained budgets and time

resources Coach direct reports within functional units supported Create and provide training materials to new operation employees Consolidation and relocation of two operations command centers.

06/1999 – 08/2005 Network Operations SupervisorFirst Data, Hagerstown, MD Supervise and deliver project work and administer modification of systems for better output Design and execute annual strategies to detect measurable aims for department Coordinate with team members and guide them about RI related issues for each server Design, implement and monitor IT enabled business projects for all network operations Assist to summarize and coordinate with various departments on all maintenance activities

of plan server Analyze and enhance formulation and distribution of plans to specify IAVA related

programs Develop, monitor and implement all security systems Design and maintain effective working long term network operations strategies Design and monitor annual budgetary program Manage all communication with customers, prepare reports and resolve technical problems Participate in conferences with other experts to enhance finalization of projects and provide

upgrade to various networking programs Maintain and manage tests for IT based disaster recovery programs Train all workers plus oversee performance track record Assist team members and ensure better co-ordination among various activities Analyze security awareness programs and upgrade record keeping machinery inclusive of

providing annual training 09/1996 – 06/1999 Network Operations Technician

First Data, Hagerstown, MD Engage in proactive and reactive network/systems monitoring Upon receipt of network trouble conditions, follow procedures to validate and classify

impact, perform basic troubleshooting and notify appropriate personnel Operate within established SLA guidelines Enter new trouble tickets, assign existing tickets and keep users informed of status Update process documents and internal knowledge base Create, adjust and maintain monitoring rules Perform proactive health checks as part of normal surveillance Execute repair of SIP and VoIP products remotely Dispatch support if unable to resolve issue remotely Microsoft Exchange user management and support Manage multiple vendors to ensure resolution of customer issue

Education:

1985 - 1994 Farmingdale CollegeFarmingdale, NY

2016 ITIL Certified

References:

Provided upon request