Dean Distasio

Experience

1. VP, Production Services Lead - Problem Management

   Bank of America

   Jun 2013 — Present

   Management of active problems ensuring they are kept up to date with clear concise information.*Ownership and coordination of actions of assigned problems *Engaging with appropriate technical and business teams across the enterprise to assist in the resolution of problem records *Liaising with key stakeholders to keep them informed of progress *Managing appropriate escalations where operational level agreement breaches occur *Facilitation during post incident reviews with senior team members *Production of statistics and reports to demonstrate performance of the Problem Management process such as, incident trend data to identify and eliminate root causes, diagnosis of faults and determining whether new incidents are related to existing problems, proactive in identifying problems, and analysis & recommend Service Improvement plans *Active participation in the constant improvement to the Problem Management Process

Skills

• Customer Service
• Sharepoint
• Training
• Service Delivery
• IT Service Management
• Business Analysis
• Change Management
• Call Centers
• Project Management
• IT Strategy
• Strategic Planning
• Bmc Remedy
• Program Management
• IT Operations
• Incident Management
• Disaster Recovery
• Banking
• Risk Management
• Management
• Team Building
• Call Center
• Visio
• Team Leadership
• IT Management
• Software Documentation
• Sdlc
• Vendor Management
• Process Improvement
• Itil
• Data Center
• Problem Management
• Leadership