Jeff Ramirez
Incident and Problem Management | Senior Manager of Technical Support Services and NOC | Disaster Recovery | ITIL | SaaS | IoT | Networking | Call Center
- Role
- IT Situation Manager (Major Incidents and Disaster Recovery) at Synovus
- Location
- Woodstock, GA, US
- LinkedIn followers
- 500 followers
About Jeff Ramirez
I am a results-driven leader and problem-solving achiever with a passion for quantifiable…
Experience
IT Situation Manager (Major Incidents and Disaster Recovery)
Oct 2023 — Present · Atlanta, GA, US
Developed new Standard Operating Procedures for Incident Command and Major Incident Management. • Engaged technical SMEs, Line of Business leaders and vendors as applicable to troubleshoot and resolve Major Incidents as proposed utilizing Service NOW, Runbooks and KCS methodology in an ITIL organizational environment. • Prepared and presented weekly operations dashboard and discussed trending for strategic KPIs affecting Problem Management, Incident Management and Change Management.• Coordinated Disaster Recovery testing and compliance for business applications.
Education
University of Puerto Rico-Bayamon
BA, Computer Sciences
1995 — 2000
Skills
- Ms Office Suite
- Logistics Management
- Customer Service
- Process Improvement
- Management
- Microsoft Office
- Project Management
- Training
- Change Management
- Call Centers
- Quality Assurance
- Team Building
- Troubleshooting
- Team Leadership
- Manufacturing
- Windows
- Customer Satisfaction
- Strategy
- Crm
- Service Delivery
- Technical Support
- Analysis
- Business Strategy
- Saas
- Networking
- Vendor Management
- Cross-Functional Team Leadership
- Logistics
- Software Documentation
- Product Management
- Leadership
- Operations Management
- Account Management
- Program Management
- Integration
- Business Analysis
- Business Process Improvement
- Team Management
- Business Development
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