Hi, I’m
David Gray
IT Service Management Leader
North Richland Hills,TX
Summary
Highly-Proficient Major Incident Manager with a commendable 17-year track record, skillfully navigating the intricacies of technical challenges and translating them into actionable solutions. Expertise in dissecting complex IT outages and presenting succinct executive-level summaries. Proficient in utilizing a comprehensive suite of ITSM and monitoring tools, all while fostering a collaborative and approachable communication style.
Work History
LPL Financial CorporationDallas, Texas
Senior Major Incident Manager Shift Lead
03.2023 - Current
Job overview
- Orchestrated cross-functional teams with focus on timely resolution, maintaining seamless communication throughout incident lifecycle.
- Led comprehensive post-incident reviews, collaborating with technical teams to identify root causes and develop preventive measures.
- Utilized advanced ITSM tools to capture and analyze critical incident data, enabling identification of trends and patterns.
- Designed and optimized incident response workflows, streamlining communication and ensuring consistent approach to incident resolution.
- Demonstrated exceptional composure and decisiveness when managing high-priority incidents, minimizing business disruption and customer impact.
- Executed rapid decision-making, drawing upon deep technical knowledge and experience.
- Employed business-centric approach to assess incident priority, focusing on aligning IT actions with organizational objectives.
- Produced and distributed daily executive-level reports, offering real-time insights into IT health and incident status.
- Liaised with other departments to minimize service interruptions and possible downtimes.
- Led incident management services for onboarding projects, ensuring seamless integration of hundreds of new client users.
Depository Trust and Clearing CorporationCoppell, TX
Senior Enterprise Major Incident Manager
10.2015 - 03.2023
Job overview
- Designed and coordinated development and implementation of Major Incident Management processes to support successful launch of services.
- Contributed to routine third-party audits to ensure that processes were compliant with established guidelines and expectations.
- Oversaw complete Major Incident Lifecycle, ensuring seamless handoffs to appropriate stakeholders for related lifecycles.
- Fostered collaborative relationships with various DTCC teams, establishing robust foundation for Major Incident Management Process.
- Evaluated critical incident metrics, enabling trend analysis, report generation, and effective recommendations for process enhancements.
- Provided immediate emergency response and incident management.
- Took lead in immediate emergency response and effective management of incidents.
- Facilitated post-resolution reviews with team members, fostering culture of continuous improvement.
Computer Sciences CorporationCoppell, TX
Sr. Major Incident Manager
05.2009 - 10.2015
Job overview
- Management of multiple lines of service throughout the major incident resolution and recovery process within client service level agreement guidelines
- Coordinated and documented all troubleshooting and service restoration efforts throughout the life cycle of major incidents
- Responsible for analysis, monitoring, and reporting of application components, performance metrics, and response times for each incident
- Developed highly effective incident response team and trained extensively in preparation for possible events
- Conducted post-resolution reviews with team members
- Provided immediate emergency response and incident management
Skills
ITIL Framework
Incident, Problem, Change, and Release Management
Service Level Management (SLM)
Team Leadership and Development
Stakeholder Engagement and Communication
Cross-Functional Collaboration
Post-Incident Review and Analysis
Data collection and review
Effective communication
Major Incident Management
Service Availability and Performance Monitoring
Process Design and Optimization
Process Documentation and Governance
Effective Communication Skills
Conflict Resolution and Negotiation
Incident Tracking and Ticketing Systems
Certification
Kepner-Tregoe
Professional References
David Ruiz, Director RDS Support
Depository Trust and Clearing Corporation
214-850-1905
Samuel E Bailey, Helpdesk Manager
HCL America Inc.
817-680-0283
samuelebailey@gmail.com
Rayanna Prince , Sr Major Incident Manager
Computer Sciences Corporation
469-233-0484
Travis Frederick, UNT Student - Bachelor of Science (BS), Computer Science
University of North Texas
850-273-8373
travisunt@gmail.com
Deane Schneider,
Service Desk Supervisor
Computer Sciences Corporation
972-296-1581
deane.h.schneider@gmail.com
Kris Knea, PMP, CSM
IT Release Manager
Gamestop Inc.
kristinknea@gamestop.com
Verizon Enterprise Solutions
jtayloreckstein@outlook.com
Overview
14
years of professional experience
4
Certificates