Burke Grooms
West Valley City,Utah
Summary
An ITIL v4 Foundation certified IT professional. Able to address customers in a courteous and professional matter and handle their problems quickly and efficiently.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Unisys
North Salt Lake, UT
03.2020 - Current
- Provided immediate emergency response and incident management.
- Conducted post-resolution reviews with team members.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed and coordinated response processes.
- 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.
- Communicated regularly with customers concerning data exchange and technology integration.
- Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Updated process documents and help files to ensure more effective support of client needs.
Help Desk Technician
Unisys Corporation (Microsoft, AbbVie)
Salt Lake City, Utah, United States
07.2016 - 03.2020
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Software proficiency in ServiceNOW, Microsoft Office Suite, Microsoft OneNote, Adobe Photoshop.
- Experienced in managing users via Active Directory.
- Trained new agents and monitored their calls to provide coaching.
- Worked with struggling agents to improve their performance metrics.
- Authored first drafts of knowledge base articles and submitted them to knowledge management team.
Education
Associate of Arts - Computer Info Systems
Western Wyoming Community College
2500 College Dr, Rock Springs2010
Skills
- Multi-line phone operation proficiency
- Strong problem solving aptitude
- Persuasive speaker
- Proficiency In Conflict Resolution
- Proficiency in a Help Desk environment
- Computer troubleshooting and repair skills
- Excellent Communication Skills
- Working independently
- Managing tight deadlines
- Proficient in an ITIL environment
- Fast learner
Certification
ITIL v4 Foundation, March 2022
Additional Information
In late 2011, my mother suffered a catastrophic relapse of Neurosarcoidosis. She required intensive personal care, which I provided for her. I shopped for her, cooked for her, maintained the house for her, drove her to appointments and functions, administered her medications, advocated for her on the phone with her doctors and insurance companies, provided ambulatory assistance and even took care of her hygienic needs as her condition dictated until she passed away.
Timeline
Major Incident Manager
Unisys
03.2020 - Current
Help Desk Technician
Unisys Corporation (Microsoft, AbbVie)
07.2016 - 03.2020
Associate of Arts - Computer Info Systems
Western Wyoming Community College
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