Colleen E. Carter

About Colleen E. Carter

Professional Overview:Results driven, ITSM Professional known for a collaborative approach, agility, adaptability and tenacity. Who is also a seasoned Senior Systems Engineer with over 20 years of progressive experience in the technical support field, demonstrating a diverse and comprehensive background across multiple high-profile organizations. Highly skilled in incident, problem, change and knowledgebase management. I am a professional who has consistently delivered results in dynamic and challenging environments.Career Background:• Comcast (Xfinity Mobile and Enterprise IT): Application Support Engineer, Incident and Problem Manager.• SunGard Availability Services: Disaster Recovery & Systems Availability; Technical Service Delivery Specialist - Service Delivery Manager.• Bloomberg LP: UNIX Console Room Operator.• SAP America: Global Technical Customer Support and Mainframe Operations Analyst.• NCS Technologies: Change, Major Incident, Problem and Knowledgebase Manager (via Xfinity Comcast)- Service Delivery Manager.• CSC Global Markets: Major Incident Manager, Problem Manager and Knowledgebase Manager - Service Delivery Manager.Key Strengths and Specializations:• Expert in Knowledgebase Management, Major Incident and Problem Management.• IT Service Management (ITSM) Subject Matter Expert.• Technical Support across diverse platforms and environments.• Team-oriented, highly adaptable, and results-driven.• Strong analytical and troubleshooting skills.• Global customer support experience.• Service Delivery Manager.Professional Qualities:Known for a collaborative approach, agility, adaptability and tenacity. I am an engineer who excels in team settings and is driven to achieve measurable results. Specializing in IT Service Management, which includes incident management, problem management, change management, and knowledgebase management. My expertise is supported by hands-on experience and a working knowledge in both operational and strategic roles. Please reach out to me if you are seeking service excellence, operational transformation, or collaborative teamwork.

Experience

1. Itsm Major Incident & Problem Manager

   Tech Mahindra

   Nov 2025 — Present

Education

• Penn State University

  Computer Science

  1990 — 1992

• Computer Learning Center

  Computer Operations

  1992 — 1992

Skills

• Emc Storage
• Data Center
• Solaris
• Disaster Recovery
• Vmware Esx
• San
• Sap Crm
• Storage Area Networks
• Servers
• Itil
• Netapp
• Wan
• Aix
• Troubleshooting
• Backup Solutions
• Vmware
• Ibm Aix
• Unix
• Hardware
• Hp-UX
• Hp Data Protector
• Microsoft Sql Server
• Business Continuity
• Hp Products
• Incident Management
• Service Delivery
• Technical Support
• Sap R/3
• Dns
• Storage
• Software Documentation
• Tcp/Ip
• Virtualization
• Netbackup
• Databases
• Sap Basis
• Networking
• Hp
• Computer Hardware
• Cloud Computing