Sunny Haynes

About Sunny Haynes

Change Management Coordinator; Incident Management; Problem Management; IT Networking & …

Experience

1. Technical and Application Management Specialist Ii

   ADP

   May 2017 — Present · Norfolk, VA, US

   Change/Problem/Incident Coordinator. Duties include, but not limited to:*Gathering appropriate information based on type of change being investigated.*Associating related CIs, incidents, and services to change request.*Providing status updates to requesters.*Reviewing change plans and schedules—Planning activities include scheduling change request, assessing risk & impact, creating plans, defining & sequencing the tasks to accomplish the change request, & scheduling people and resources for each task.*Reviewing all completed tasks.*Tasks assigned & works with Task Implementers.*Conducting post-implementation reviews to validate the results of the change request.*Determining requester satisfaction with change request.*Periodically perform analysis to find unknown problems.*Register problems.*Assign work to Problem Analysts and coordinate root cause analysis.*Register known errors.*Inform Problem Manager.*Assign known error to Problem Analyst.*Validate proposed solutions to known errors.*Validate outcome of closed changes & closed known error.*Validate that a problem is solved.*Record & classify received Incidents & undertake an immediate effort in order to restore a failed IT Service as quickly as possible*Assign unresolved Incidents to appropriate Tier 2 Group*Log all Incident/Service Request details, allocating categorization & prioritization codes*Keep users informed about their Incidents’ status at agreed intervals*Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)*Provide first-line investigation and diagnosis of all Incidents and Service Requests*Verify resolution with users and resolve Incidents in CA Service Desk.*Escalate Major Incidents to the Incident/Problem Manager*Escalate Incidents at risk of breaching Service Level Agreement to the Incident/Problem Manager *Owns all Incidents and Service Requests throughout the lifecycle

Skills

• Time Management
• Quality Assurance
• Technical Support
• Access
• Computer Security
• Microsoft Excel
• Powerpoint
• Printers
• Teamwork
• Windows 7
• Html
• Software Installation
• Remote Desktop
• Windows
• Hardware Support
• Team Building
• Management
• Outlook
• Windows Xp Pro
• Call Centers
• Sql
• Visio
• Microsoft Word
• Team Leadership
• Computer Hardware
• Servers
• Xp
• A Certified
• Windows Server
• Hardware
• Windows Vista
• Help Desk Support
• Customer Service
• Windows Xp
• Process Improvement
• Microsoft Office
• Microsoft Office 2007
• Software Documentation
• Operating Systems
• Leadership