Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Adam Jones

Columbus,Ohio

Summary

Overall a decade of corporate IT experience working for fortune 500 companies in roles utilizing IT Service Management while utilizing skills that include major incident management, batch processing, change management, and root cause analysis.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Major Incident Manager

JPMorgan Chase
07.2022 - Current
  • Manage and drive customer impacting major production incidents using the IT service management (ITSM) model. Manage large-scale bridge calls to coordinate key resolver groups to expedite Incident mitigation, while effectively documenting and communicating work streams using the ServiceNow ticketing tool. Provide detailed communications to internal stakeholders throughout the incident life cycle. Post-Incident, work with Incident governance and key resolvers to drive Root Cause Analysis (RCA)

Senior Analyst: Technology Engineering

Nationwide Insurance
01.2013 - 06.2022
  • Actively monitored and provided level one/two support for the production Mainframe and Distributed batch processing environment which included thousands of business critical applications. Provided level one support for cloud-based applications using the CA ESP and Stonebranch workload directors. Managed and created runbooks and used existing runbooks to complete level one tasks using the ServiceNow ticketing tool. Managed Major Incidents that may require collaboration between multiple groups using a variety of communication mediums, such as managing bridge calls, Microsoft Teams chats, and email. Collaborated with automation teams to proactively avoid incident recurrence and created automated resolutions where possible.

Education

High School -

Hilliard Davidson High School
Hilliard, OH
01.2010

Skills

  • Incident Management experience including managing bridge calls for major incidents
  • IT Service Management
  • Writing wide-scale corporate communications
  • Service Now
  • Root Cause Analysis
  • Experience using tools such as Microsoft Teams/Zoom to communicate with internal and external users
  • Foundational exposure to several programming languages such as Python, Pearl, and Ruby
  • Creating and maintaining runbooks and knowledge articles
  • Batch Processing for mainframe/Unix based platforms
  • Reading SQL scripts making minor edits
  • HTML/CSS

Certification

  • ITIL Fundamentals V3
  • AWS Practitioner

Timeline

Major Incident Manager

JPMorgan Chase
07.2022 - Current

Senior Analyst: Technology Engineering

Nationwide Insurance
01.2013 - 06.2022

High School -

Hilliard Davidson High School

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