Jean Bond9500 E. FM 917 Alvarado, TX 76009 | 817-291-6495 | jeanbo1@icloud.com

Objective· IT professional with expertise in managing complex, 24x7x365 global IT infrastructure operations searching for IT or

Call Center environment to show off skills as well as improve and learn in new areas.

About MeAccomplished IT Service Delivery leader offering demonstrated success in developing and managing client-

centric operations in rapidly changing global organizations. Excellent interpersonal, relationship, and team-building skills, as well as hands-on technical abilities. Effective change agent, having established global, virtual teams in successful support of technology operations and large infrastructure projects. Specific experience with the infrastructure requirements, technology, support processes, and standards necessary to support global technology operations. Results-oriented, recognized for facilitating teamwork while taking on major initiatives, embracing change, and resolving critical issues to ensure organizational success.

Experience

CLIENT ADVOCATE: HEALTH INSURANCE MARKET PLACE FOR CENTERS FOR MEDICARE AND MEDICAID | HEWLETT PACKARD ENTERPRISE | SEPT 2014 - PRESENT

Key Responsibilities: High visibility contract, requires attention to detail, ability to lead and ability to respond quickly to requests,

new service and high profile operational situations. Capacity planning for application Manage high-priority incidents, including directing technical activities, moderating conference lines and

providing status updates to management and key stakeholders. Manage Users access request Steady State support Support Infrastructure with knowledge of business intelligence technologies, physical and virtual

infrastructures – servers, data replication, back up, network, load balancing.

Accomplishments:· Implemented and managed the current Service Level Agreement metrics report that is sent to the POTUS

monthly

GLOBAL TRIAGE MANAGER/QUEUE MANAGER/TEAM LEAD | HEWLETT PACKARD ENTERPRISE | FEB 2010 TO SEPT 2014

Key Responsibilities: Manage network incident operations functions including Global Situation/Incident Management, Queue

Management and team Work Load Management Team Lead of 23 professionals who provide 24x7x365 incident/situation management and client

communications Provide oversight of Best Shore operations leadership and resource management for approximately 125 team

members Manage high-priority incident communications, moderating conference calls and providing status updates to

management and key stakeholders. Coordinate incident management activities for client Bank of America across multiple functions including

service desk, NOC, operations, engineering, development and business stakeholders. Participate in post-incident reviews for high-priority incidents to review process, establish business impact and

document corrective action. Analyze incident management trends to identify areas for continuous improvement.

Jean Bond 9500 E. FM 917 Alvarado, TX 76009 | 817-291-6495 | jeanbo1@icloud.com

Key Responsibilities: (continued)

Communicate incident management status through regular reports and presentations to a variety of audiences, including management and peers in other functional areas.

Coordinate resources, scheduling, and staffing levels across the organization to assure operational success

Accomplishments:

Leader in the implementation of the processes and staffing changes required to combine Network Operations Center, Global Situation and Incident Management, and technical resources into a single, consolidated organization and reporting structure.

Goals achieved:

More effective incident prioritization to meet Service Level Agreements Reduced ticket backlog levels to the lowest level in 5 years Increased involvement and accountability of Best Shore resources 6+ months’ continuous operations managing over 1,000 in-scope incidents all restored within SLA targets

·

TELECOM ANALYST/ PROGRAMMER ANALYST | BANK OF AMERICA | FEB 2005 TO MAY 2009

Consulted with clients with a focus on reducing client costs, increasing customer and client satisfaction and generating revenue for HP.  

Subject Matter Expert for Aspect ACD database relationships for the engineering and project manager teams.

Participated in business process improvement including Microsoft patch deployment with smoke testing to over 300 servers resulting in better verification of patch deployment, reduced overtime and improved relationships with our business partners.

Maintained a 100% SLA for all tickets assigned managing them with team workload.

Implemented a feedback scorecard and reporting to measure and actively monitor client satisfaction

EDUCATION AND CERTIFICATIONS

 

· Currently taking ITIL courses

· HP Leadership Training

· Aspect ACD courses up to Rel 9.1

· Maximo, some Remedy, Digital Workflow (Service Center)

· Service Manager 9

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