Summary
Overview
Work History
Education
Skills
Timeline
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Brian Donnelly

Katy,TX

Summary

Accomplished manager with proven skills in optimizing processes and resources to achieve maximum growth and bottom line efficiencies. Resourceful, enterprising problem solver with demonstrated strengths in project management, network support, people management and disaster recovery. Strong motivator who excels in mentoring and empowering employees. Knowledgeable incident manager with expertise in managing high-stakes incidents and ensuring swift resolution. Proven track record of mitigating risks and coordinating cross-functional teams to restore services efficiently. Demonstrated proficiency in crisis management and problem-solving.

Overview

26
26
years of professional experience

Work History

Major Incident Manager – Information Technology

JPMorgan Chase & Co.
07.2021 - Current
  • Determined and ensured execution of appropriate actions to recover business services as quickly as possible
  • Identified all resources needed to resolve the incident, ensured alignment of incident team members, participated in process improvement, and acted as mentor and coach for junior members.
  • Ensured all incident team members were aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident
  • Ran the technical bridge to drive all diagnostic and resolution activities
  • Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.

Lead Major Incident Manager – Information Technology

Hewlett Packard / DXC technology
01.2011 - 06.2021
  • Drove the resolution of critical P1 incidents, managed major incidents, facilitated communication across teams, improved communication practices, developed training documentation, and achieved significant reductions in Mean Time to Recover (MTTR) and zero SLA penalties.
  • Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.

Operations Manager – Internet Service Provider

SKYNET
01.2009 - 01.2011
  • Directed day-to-day operations of wireless internet provider, coordinating installation, service, and support staff, resulting in tripling of customer base.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Program Manager - Logistics and Supply Chain

McLeodUSA a Paetec COMPANY
01.1999 - 01.2009
  • Directed nationwide field supply chain staff, automated processes, negotiated with vendors, and implemented Six Sigma methodologies, achieving significant cost savings and improved productivity.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.

Education

Bachelor of Arts - English

Fairfield University
Fairfield, CT

Skills

  • Critical Incident Management
  • Team Leadership
  • Employee Training and development
  • IT Service Management (ITSM)
  • Process Improvement
  • AWS Cloud Practitioner
  • Business Continuity
  • ITIL Framework
  • Service Management
  • Disaster Recovery
  • Technical Troubleshooting
  • Root Cause Analysis
  • Problem-Solving
  • Excellent Communication

Timeline

Major Incident Manager – Information Technology

JPMorgan Chase & Co.
07.2021 - Current

Lead Major Incident Manager – Information Technology

Hewlett Packard / DXC technology
01.2011 - 06.2021

Operations Manager – Internet Service Provider

SKYNET
01.2009 - 01.2011

Program Manager - Logistics and Supply Chain

McLeodUSA a Paetec COMPANY
01.1999 - 01.2009

Bachelor of Arts - English

Fairfield University

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Brian Donnelly