Anthony King
Durham,NC
Summary
Results-oriented Major Incident Manager with extensive experience of overseeing critical situations and ensuring swift resolutions. Proven track record of effectively managing high-priority incidents for prominent clients, including government, military, and Fortune 500 companies. Adept at coordinating internal and external resources, facilitating communication, and implementing strategic solutions to meet customer needs. Known for maintaining composure in high-pressure environments and delivering exceptional customer service.
Overview
27
27
years of professional experience
Work History
Senior Critical Situation Manager
Tek-Systems
10.2023 - Current
- Managing critical situations for Microsoft's highest-priority Premier Customer segment, covering customers from government, military, and Fortune 500 companies
- Leading a specialized team dedicated to swiftly resolving high-impact incidents, the focus is to ensure minimal disruption to operations and services
- Incident Response Leadership: Spearheading response to critical incidents and orchestrating an efficient resolution process in collaboration with internal and external stakeholders
- Customer-Centric Approach: Focusing on meeting customer needs by effectively managing internal and external resource communications across all parties involved in incident resolution process
- Team Management: Providing leadership and mentorship to a team of critical situation specialists, fostering a culture of excellence in incident management
- Stakeholder Communication: Establishing and maintaining clear communication channels with government, military, and Fortune 500 customers during critical situations, ensuring transparency and regular updates
- Root Cause Analysis: Conducting in-depth root cause analyses for critical incidents, identifying contributing factors, and recommending preventive measures to enhance overall service reliability
- Continuous Improvement: Driving initiatives for continuous improvement within the critical situation management process, incorporating insights from past incidents to enhance team's responsiveness
- Collaboration with Technical Teams: Working closely with technical teams, including IT, security, and engineering, to comprehend technical aspects of incidents and facilitate their swift resolution
- Documentation and Reporting: Maintaining comprehensive incident records, documenting post-incident reports, and providing strategic insights to leadership for continuous improvement.
Senior Major Incident Manager
Verizon Business
01.2019 - 12.2022
- Delivered timely hourly updates on Priority 1 tickets to over 30 customers using various communication channels, including Verizon ticket system, email, and instant chat
- Customer Interaction: Participated in client meetings to gather essential information for comprehensive ticket reviews, ensuring a thorough understanding of customer needs
- Escalation Mitigation: Compiled detailed reports for customers and facilitated bridge calls, pivotal in mitigating escalations and promptly addressing critical issues
- Documentation Management: Recorded technical solutions and consistently updated documents to maintain an internal troubleshooting resource, contributing to efficient issue resolution processes
- Training Expertise: Demonstrated expertise in training new team members, ensuring their proficiency in ticket management protocols, exceptional customer service, and adherence to company standards
- Knowledge Transfer: Effectively transferred industry insights and best practices to new hires, fostering their understanding of Verizon's ticket management procedures and contributing to the team's overall success.
Technical Support Specialist
Verizon Business
01.1997 - 01.2019
- Answered and addressed an average of 35 daily service calls from customers, utilizing advanced knowledge of Verizon business products for effective root cause analysis and resolution
- Cross-functional collaboration: Collaborated with various internal teams, including network management and terminal groups, to facilitate resolution of complex problems and ensure uninterrupted operations
- Training and Coaching Leadership: Led training sessions as Lead Trainer, providing comprehensive onboarding for new Service Desk Agents and Incident Management Engineers, contributing to developing a high-performing team
- Customer Satisfaction Enhancement: Played a pivotal role in a 40% increase in customer satisfaction by actively contributing to implementing new customer service standards within the call center, elevating the overall quality of customer support
- Exceptional Customer Service: Achieved an outstanding average personal CSAT score of 9.1 out of 10, underscoring excellent customer service and active listening skills
- Critical Incident Response/ Exceptional Workload Management: On 9/11, managed the Service Desk during attacks, handling 10,000+ calls in under 15 minutes
- Over two weeks, consistently managed 100+ calls per 8-hour shift, providing vital instructions
- Contributed to a team effort alleviating call strain, earning acknowledgment for Verizon's seamless communication during challenges faced by other providers.
Major Incident Manager
- Results-oriented Major Incident Manager with extensive experience of overseeing critical situations and ensuring swift resolutions
- Proven track record of effectively managing high-priority incidents for prominent clients, including government, military, and Fortune 500 companies
- Adept at coordinating internal and external resources, facilitating communication, and implementing strategic solutions to meet customer needs
- Known for maintaining composure in high-pressure environments and delivering exceptional customer service.
Education
Mathematics -
Appalachian State University
Skills
- Incident Management
- IT Service Performance
- Customer Management
- Bridge Calls
- Team Leadership
- Service Level Agreement (SLA) Management
- Application Support & Maintenance (ASM)
- Service Operations
- Ticketing tools used ETMS comparable to ServiceNow
- Crisis Response
- Critical Incident
- Incident Communication and Response
- Incident Triage
- Escalation Management
- Root Cause Analysis
- Stakeholder Communication
- Problem Management
- Service Continuity
Additional Education
- 10, Math, North Carolina Central University
- 10, Pre-Engineering, Appalachian State University
Personal Information
Title: IT Infrastructure Library (ITIL) 4 Service Trained, Verizon Communications
Affiliations
- I am a foodie
- Sports Enthusiast
- Video Gamer
Timeline
Senior Critical Situation Manager
Tek-Systems
10.2023 - Current
Senior Major Incident Manager
Verizon Business
01.2019 - 12.2022
Technical Support Specialist
Verizon Business
01.1997 - 01.2019
Major Incident Manager
Mathematics -
Appalachian State University