Mel Urena

About Mel Urena

Extensive years of IT experience including broad-based management in problem management…

Experience

1. Vice President of Problem Management

   MUFG

   Apr 2015 — Present · Exchange Place - Jersey City, NJ, US

   Problem Management professional that manages all aspects of production issues, facilitates meeting escalations, notification and resolution of incidents. My primary responsibility is conducting comprehensive root cause and defining corrective tasks for the elimination of IT issues. Notable Tasks and Responsibilities* Bring immediate attention to management in production problems with potential Business impact and provide timely communication updates as events change to management and the problem stakeholders.* Quickly understand the seriousness of a situation and communicate the technical information in a common language understood by a diverse group comprised of IT and Business stakeholders.* Own the responsibility for overseeing resolution of various problems as they occur, by facilitating thorough root cause analyses of incidents.* Provide daily management and facilitate meetings to resolve abnormal events as they happen.* Document and distribute to the IT and Business stakeholders detailed problem analysis and follow-up actions for incidents of significance in a timely manner.* Produce incident and problem metrics, and use them for data trend analysis to identify candidates for problem elimination, process or procedural improvements.* Produce informational communications for senior management by utilizing power point presentations, key performance indicators and service activity reports.

Skills

• Customer Support
• IT Management
• Production Support
• Infrastructure Management
• Optical Imaging
• Integration
• Hipaa
• Enterprise Architecture
• Business Analysis
• Sdlc
• Business Process Improvement
• Management
• IT Operations
• Disaster Recovery
• IT Strategy
• Project Management
• Data Center
• Workflow
• Crisis Management
• Process Improvement
• Change Management
• Visio
• Software Development Life Cycle (Sdlc)
• Operations Management
• Vendor Management