Bobby Tran
Houston
Summary
Results-driven Senior Major Incident manager with strong communication, problem-solving, and decision-making abilities seeking a challenging position to apply my skills and knowledge while continuing to expand my skill set and knowledge base to maximize my potential in the workplace.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Vice President - Sr. Principle Service Management Specialist
Citizens Group
02.2023 - Current
- Company Overview: Providence, RI- Remote
- Oversee and coordinate P1 ($7MM and above in possible losses) and P2 ($1MM and above in possible losses) restoration meetings addressing significant technical service disruptions, hardware malfunctions, application outages, and their effects on the customer experience.
- Generate incident tickets in Service Now and GRC to record issues for internal use and external government stakeholders, including details of the incident, business and customer impact, severity, regulatory considerations, and resolution steps.
- Collaborate with business leads to identify and manage recurring issues that are currently inactive but have a high likelihood of reoccurrence.
- Conduct bi-weekly service readiness meetings with all technology teams to review recent incidents, assess organizational status, and assign action items needed to resolve outstanding incidents.
- Conduct Post Incident Retrospectives Meetings to analyze past incidents, identify its root causes, and determine actionable items to prevent similar incidents. Pinpoint areas where their processes, systems, or communication can be improved to prevent future incidents.
- Generate and present reports for Executive leadership related to Incidents and Changes (Weekly, Monthly and Quarterly).
- Developed and implemented policies to improve operational efficiency.
- Coordinated training programs for staff development and skill enhancement.
- Facilitated communication between senior management and team members.
- Evaluated existing processes for effectiveness and recommended improvements when necessary.
Major Incident Manager / ITSM
Brightspeed
Houston
07.2022 - 01.2023
- Company Overview: Houston, TX - Remote
- Assisted in developing Incident Management and Major Incident Management processes.
- Lead Major incident bridges to resolve P1 and P2 outages.
- Developed Executive / Stakeholder summaries used for Major incident updates.
- Responsible for the end-to-end management of all IT major incidents.
- Role and responsibilities are extremely varied and include (amongst others): Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls to minimize the negative impact of high-impacting, urgent incidents by restoring normal service operation as quickly as possible.
- Ensure that an appropriate Major Incident Team / IT Managers / Experts are in place to manage a major incident.
- Ensure that stakeholders are well-informed of service interruptions, degradations, and resolutions.
- Houston, TX - Remote
Major Incident Manager
DXC Technology
Houston
04.2017 - 07.2022
- Company Overview: Houston, TX
- Lead cross-functional technical teams in managing critical business-impacting Incidents, with a goal of quick restoration of business continuity and obtaining total customer satisfaction.
- Strong operations professional skilled in Business Process, IT Service Management, IT Strategy, Data Center, and Management.
- Work directly with the customer and with a variety of internal and external IT resources.
- Setting appropriate expectations and timelines with all stakeholders.
- Planning & chairing internal and external meetings to drive resolution.
- Generating executive and general summary communications and reporting for all open and recently closed escalations.
- Oversee and direct all technical resources associated with escalated issues.
- Provide consistent and recorded communication on status, open and closed actions, eta, etc. to all parties.
- Houston, TX
Major Incident Manager
Hewlett Packard and Hewlett Packard Ent
Houston
04.2014 - 04.2017
- Company Overview: Houston, TX
- Lead cross-functional technical teams in managing critical business-impacting Incidents, including downtime, poor performance, and data availability, with a goal of quick restoration of business continuity and obtaining total customer satisfaction.
- Examples include: Major Incidents impacting multiple applications, voice & network outages, data center down situations, site-wide issues, company-wide issues, exchange and share point issues to name a few.
- Houston, TX
Incident Resolution Center Incident Manager
Hewlett Packard
Houston
08.2011 - 04.2014
- Company Overview: Houston, TX
- The Incident Resolution Center (IRC) is the hub or heartbeat of Global Operations Control (GOC). As the ‘field general’ for GOC, the ICC is responsible for:
- Keeping a pulse on the production environment.
- “Field general” in driving the resolution of events.
- Drive review and manage highly complex and high risk changes to critical business systems.
- Restoring operations as quickly as possible during both planned and unplanned downtime.
- Monitoring the impact of change related activities on the operations.
- Communicating all impacting events and disruptions to the HP business community.
- Tracking and resolving technical support issues that elevated by customers.
- Providing rapid response and Incident management to HP’s External Partners and Vendors.
- Responsible for engaging and driving resources to obtain service restoration.
- Documenting records to be sent out to upper management of service restoration.
- Houston, TX
Instructor- Boot camp IT Certification Training
ETEC, LLC.
Houston
04.2010 - 07.2011
- Company Overview: Houston, TX
- Curriculum design and development as needed by CompTIA, CCNA and CCNP courses.
- Contribute to the selection and development of instructional materials in accordance with course objectives.
- Coordination and implementation of instruction in an orderly and professional manner.
- Coordination and implementation of one-on-one instruction in an orderly and professional manner.
- Plan and organize instruction in ways that maximize student learning.
- Display an ability to interpret and evaluate the theories of student’s field or discipline.
- Learn and use technology to enhance teaching and the educational experience when appropriate.
- Modify, where appropriate, instructional methods and strategies to meet diverse student’s needs.
- Houston, TX
LAN/WAN Engineer
ETEC, LLC.
Houston
10.2009 - 04.2010
- Company Overview: Houston, TX
- Design and implement a redundant network for a total of 300 hosts in 3 states with a projected company growth of 300% in 3 years.
- Reduce cost while enhance performance by replacing routers with VLAN routing with layer 3 switches.
- Design and implement Internet Service with Hot Standby Routing Protocols.
- Configured and implemented dynamic routing protocols such as OSPF, EIGRP and basic BGP.
- Houston, TX
Data Center Technician
ETEC, LLC.
Houston
07.2009 - 10.2009
- Company Overview: Houston, TX
- Maintain all servers and network devices throughout data center, including power management and cable management.
- Maintain off site backup system.
- Network, Data-link and Physical layer troubleshooting.
- Houston, TX
Lab Technician
ETEC, LLC.
Houston
04.2009 - 07.2009
- Company Overview: Houston, TX
- Provide and maintain layer 1 and 2 connectivity for 50 workstations.
- Made back-ups and re-imaged multiple work stations.
- Install Windows and create user login accounts and passwords.
- Troubleshoot and repair PC.
- Physical set-up of all devices.
- Upgrade and reset routers and switches.
- Houston, TX
Supervisor-6 to 6 After-School Program/Primetime
San Diego State Foundation
San Diego
07.2006 - 03.2009
- Company Overview: San Diego, CA
- Develop procedures and policies for operation of the afterschool program.
- Establish and maintain communication with members of the school staff about student needs and aspects of the afterschool program.
- Facilitate partnerships with appropriate public and private agencies that provide services to the students and families.
- Provide oral and written reports to the public and the school system.
- Implement applicable district, agency, and grant policies and regulations.
- Assist in planning and implementing the afterschool program.
- Make presentations to the school board, businesses, and community agencies.
- Plan activities and Offer activities.
- Coached Boys and Girls athletic teams. Boys Flag football, Boys and Girls basketball.
- San Diego, CA
Education
B.A. -
San Diego Mesa Community College
Grossmont Community College
High School Diploma -
Hoover Senior High
Skills
- IT Service Management tools (ServiceNow and Everbridge)
- Network Troubleshooting
- Routing Protocols: OSPF, EIGRP, RIPv2, BGP
- Layer 3 Switch Network: VLAN, VLAN Routing, VTP
- Windows: Active Directory, DHCP, DNS, TCP/IP, NAT, VPN’s
- Incident management
- Process improvement
- Business continuity
- Technical troubleshooting
- Effective presentation
- Cross-functional team leadership
- Issue resolution skills
- Reporting, meeting minutes, records management
Certification
- Cisco Career ID, CSCO11672415
- Cisco Certified Network Professional
- Cisco Certified Network Associate
- Cisco Certified Entry Networking Technician
- CompTIA Career ID, COMP001009115254
- A+
- Network +
- Security +
- ITILv3 Certified
References
- Dennis Lapak, Enterprise Incident Management Manager, Dennis.lapak@citizensbank.com, 203-613-4579
- Joe Burke, Operations Manager, joe.burke@hpe.com, 281-927-4290
- Vijay Yerra, Operations Manager, vijay.yerra@hpe.com, 281-927-4290
Timeline
Assistant Vice President - Sr. Principle Service Management Specialist
Citizens Group
02.2023 - Current
Major Incident Manager / ITSM
Brightspeed
07.2022 - 01.2023
Major Incident Manager
DXC Technology
04.2017 - 07.2022
Major Incident Manager
Hewlett Packard and Hewlett Packard Ent
04.2014 - 04.2017
Incident Resolution Center Incident Manager
Hewlett Packard
08.2011 - 04.2014
Instructor- Boot camp IT Certification Training
ETEC, LLC.
04.2010 - 07.2011
LAN/WAN Engineer
ETEC, LLC.
10.2009 - 04.2010
Data Center Technician
ETEC, LLC.
07.2009 - 10.2009
Lab Technician
ETEC, LLC.
04.2009 - 07.2009
Supervisor-6 to 6 After-School Program/Primetime
San Diego State Foundation
07.2006 - 03.2009
B.A. -
San Diego Mesa Community College
Grossmont Community College
High School Diploma -
Hoover Senior High
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