Helaine Dubner

About Helaine Dubner

Technology professional with vast experience managing large and multi-site networks in various industries. Background includes; Superb customer service & problem solving, excellent written, verbal & presentation skills, technical staff management, P&L, budget/capital expense development with accountability. Vendor and project management with SLA expertise. ITILv3 certified.

Experience

1. Incident Problem Manager

   AmeriHealth Caritas

   Oct 2014 — Present · Philadelphia, PA, US

   Supervise Team of Incident Analysts and facilitate the restoration of disrupted IT services 24 x 7. Responsible for developing and maintaining key relationships with infrastructure, application teams and business partner stakeholders. Manager follow-thru communications(s) to senior leadership on high-severity/high impact incidents. Document, maintain and communicate information specific to incident management initiatives up to and including: IM processes, standard operating procedures, incident response matrixes and incident run book. Drive and own Problem Management of all major P1/P2 incidents occurring during my bi weekly on call rotation. Facilitate RCA meetings and compose formal Root Cause analysis to review with Senior IT management weekly.

Education

• Penn State University

  Bachelor's degree, Liberal Arts and Sciences/Liberal Studies

  1981 — 1985