Brian McCcarthy
Cranford
Summary
Proven Incident Manager with a track record of developing effective response teams and enhancing incident management processes at Dell Technologies. Skilled in stakeholder management and effective communication, I excel in high-pressure situations, ensuring business continuity and customer satisfaction. Demonstrated ability to lead with poise, significantly improving team engagement and operational efficiency.
Overview
19
19
years of professional experience
Work History
Incident Manager
Dell Technologies
08.2011 - Current
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Excellent communication skills, both verbal and written.
Senior Account Service Representative
EMC Corporation
06.2009 - 08.2011
- Identified new opportunities and cultivated leads to consistently to aid sales team goals and increase business growth.
- Educated clients on relevant policies and options and answered questions to remedy issues.
- Listened to clients and assisted with navigation of EMC support group helping resolve issues in an timely manner.
- Balanced up to 100 + accounts simultaneously, maintaining support tickets and professional relationships with each.
- Advocated for client needs within multiple companies to improve experience and increase customer retention.
Senior Field Service Engineer
EMC Corporation
05.2006 - 06.2009
- Tested equipment performance and demonstrated operation and servicing best practices.
- Recommended design changes, upgrades and replacements to improve systems performance.
- Scheduled service calls according to customer location and urgency of need.
- Updated and maintained assigned machines per manufacturer specifications.
Education
Bachelor in Information Technology - Information Technology
DeVry University
New Brunswick, NJ05-2006
Skills
- Incident review
- Stakeholder management
- Post incident meetings
- Effective communication
- Incident priority assessment
- Incident management
- Escalation management
- Team engagement
Timeline
Incident Manager
Dell Technologies
08.2011 - Current
Senior Account Service Representative
EMC Corporation
06.2009 - 08.2011
Senior Field Service Engineer
EMC Corporation
05.2006 - 06.2009
Bachelor in Information Technology - Information Technology
DeVry University
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